Consumer research company Canstar Blue has turned its attention from suppliers to retailers, awarding The Good Guys Canstar Blue’s Most Satisfied Customers Award – Electronics Retailers for the fourth year in a row.
Canstar Blue surveyed 1,522 Australian adults who have made a purchase from an electronics retailer in the last six months. The Good Guys topped the table, scoring five-star ratings across all survey criteria which included overall satisfaction, value for money, price compared to other retailers, point of sale service, product range and store layout.
As well as its product range Canstar Blue made special mention of The Good Guys’ services such as in-store financing, renovation support and home delivery.
Harvey Norman received four stars in all areas and JB Hi-Fi received four stars in all areas except store layout.
Bing Lee did its best in price compared with other retailers, receiving four stars. It achieved three stars for overall satisfaction, value for money, point of sale service and range of products, and it received two stars for store layout.
Dick Smith scored three stars in all categories. Canstar Blue said results are comparative and that three stars equates to at least six out of 10.
The Canstar Blue study found that quality customer service was of the utmost importance to consumers looking to make a purchase from an electronics retailer.
“Good point of sale service is even more important than the feeling of getting good value for money, our research shows,” said Canstar Blue spokesman Simon Downes. “The range of products on offer and even the layout of the store are big priorities for Australian consumers.
Downes congratulated The Good Guys on its winning streak.
“Most Aussies are looking for good, well-informed sales people to assist them in their purchase decision-making process and this was an area The Good Guys performed very well in,” he said.
Cathy Rennie Matos, The Good Guys manager – marketing services said receiving such widespread positive feedback was humbling.
“Receiving such widespread positive feedback regarding our customer service from Australian consumers is extremely humbling for our team, as it reinforces the hard work and serious commitment within the organisation to making The Good Guys not only a great place to shop but a great place to work.
“We know from experience that satisfied customers typically become loyal customers that are more likely to share their experience with family and friends. The Canstar Blue customer satisfaction survey provides an extremely reliable and representative way in which to help measure this,” she said.
Each brand needed least 30 responses to be included in the results. Before The Good Guys started its winning run, in 2010 Retravision was the top rated electrical retailer, followed by Clive Peeters in joint second position with The Good Guys.