Good Guys tops customer satisfaction
Electronics retailer, The Good Guys, has achieved the award for greatest customer satisfaction in the electronics sector, in accordance to the latest findings by consumer research company, Canstar Blue.
It is the fifth consecutive year that the company has received the distinction, which is based on measures such as price and service.
Bing Lee came through in second place, with Harvey Norman, JB Hi-Fi, and Dick Smith following respectively.
“The Good Guys is clearly a firm favourite with Aussie consumers,” said Megan Doyle, head of Canstar Blue.
“Few brands have enjoyed the same consistent level of success, so it really is a fantastic achievement.”
The findings, which examined 1600 shoppers across Australia, also revealed that the greatest driver of satisfaction in electronic retailing is point of sale service, with 27 per cent of respondents concurring . This was followed by price compared to other retailers (24 per cent), value for money (23 percent), store layout (13 per cent), and range of products (8 per cent).
The survey also identified the in store frustrations that put customers off returning, including lack of sales staff to assist, 26 per cent; not having the items wanted, 25 per cent; and long queues to pay at checkouts, 17 per cent.
The findings come at a time where online retail spending has grown to $17.3 billion in the year to June 2015, equivalent to some 7.1 per cent of traditional retail spending, according to National Australia Bank’s (NAB) Online Retail Sales Index. It has taken the overall year on year growth rate to 10 per cent.
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