Betta Home Living outperforms in customer satisfaction

Tigerlily
Source: Betta Home Living Instagram.
Source: Betta Home Living Instagram.

Betta Home Living has been crowned the best place to buy an appliance or electrical goods in a survey of over 6000 consumers, according to the Choice Appliance Retailer satisfaction survey.

Competing retailers were ranked on range, value for money, customer service, delivery options, and after-sale service. The Brisbane-based retailer held an overall satisfaction score of 83 – just edging out Retravision, which landed at 82. 

“Choice members commented that staff in Betta stores were very helpful and knowledgeable,” said Choice director of reviews and testing Matt Steen.

“If there were any problems with products purchased, they were quickly resolved.”

Additionally, Betta saw praise for its delivery and after-sales service, while consumers found its range of products and brands, as well as value for money, average. 

According to Choice, discount department stores Big W, Kmart and Target were consistently rated lower in almost all categories – except value for money – with Target in particular singled out for poor customer service. 

“In comments from Choice members who participated in the survey, Target was consistently called out for the fact that it was often difficult to access customer service in their stores,” Steen said. 

Even though many customers rated these discount department stores as best in terms of value for money, the quality of goods was not up to the same standard, with a common response being that “you get what you pay for.”

Appliances Online leads the pack

In terms of online retailers, however, Appliances Online was found to be the leader, having topped every category in the survey and landing at a total score of 86.

Online retailers were ranked based on their range, websites ease of use, payment options and delivery, and after-sales service. 

“We’ve had plenty of good feedback for Appliances Online anecdotally over the last few years,” Steen said. “For such a young company to have gained so much ground over the last decade is a good thing.”

Harvey Norman scored lowest overall in the online space, falling 13 points behind Appliances Online to 73.

Steen noted that while this wasn’t a terrible performance from Harvey Norman, it is still surprising that a company that has been in the industry for so long, and makes a fair amount of money, hasn’t invested more heavily in online sales and accompanying services.

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