JB Hi-Fi crowned the leader in customer satisfaction

Ahead of The Good Guys and Harvey Norman.

JB Hi-Fi is Australia’s leading furniture and electrical retailer with a customer satisfaction rating of 90.1% in September although JB Hi-Fi’s customer satisfaction has fallen 1% from a year ago. Right behind JB Hi-Fi in second place is an improving Ikea on 88.9%, up 3.1% on a year ago, followed by JB Hi-Fi stablemate The Good Guys on 88.6%.

However, the biggest improver in the category over the past year is 2015 Annual winner Betta Home Living/ Betta Electrical which surged 6.9% to a customer satisfaction rating of 88.2% now just behind the leading contenders. Harvey Norman rounds out the top 5 with 86.8% of its customers satisfied.

Roy Morgan CEO, Michele Levine said, “JB Hi-Fi has recorded several monthly victories already in 2017 with another strong performance in September. JB Hi-Fi’s customer satisfaction rating of 90.1% puts one of Australia’s most innovative retailers on top of iconic Swedish retailer Ikea on 88.9% in terms of satisfying customers – although the margin between the two has narrowed to its smallest in over a year.

“Behind the big two is defending champion and winner of the 2016 Annual Roy Morgan Customer Satisfaction Award for Furniture & Electrical Retailers The Good Guys on 88.6%.

“Of course the strong performance of The Good Guys in the Annual Roy Morgan Customer Satisfaction Awards clearly didn’t go unnoticed – The Good Guys won the annual award on four occasions in the past five years (2012, 2013, 2014 and 2016) and were purchased by September winner JB Hi-Fi for a price of $870 million earlier this year.

“The strong performance of JB Hi-Fi, and recent purchase The Good Guys, sets the two retailers up for a good showing at the 2017 Annual Roy Morgan Customer Satisfaction Awards due to be held early in 2018.”

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