Bunnings tops customer satisfaction ratings

Ahead of HTH and Mitre 10 in hardware category.

Bunnings Warehouse has taken the title of Australia’s leading hardware store, beating out Home Timber & Hardware, with a customer satisfaction rating of 89% in September, up from 0.1% one year ago, according to the latest findings from Roy Morgan.

Home Timber & Hardware came in just behind the industry leader with a customer satisfaction rating of 88.6%, virtually unchanged from a year ago, and enough to beat out Mitre 10 in third with a customer satisfaction rating of 86.9%.

Rounding out the Hardware Store top four is True Value Hardware with a customer satisfaction rating of 76.3%, down slightly on a year ago.

Roy Morgan CEO, Michele Levine said, “Bunnings is undoubtedly Australia’s best known hardware store, and responsible for nearly half of parent company Wesfarmers overall group profit of $2.87 billion in 2016-17. Today’s customer satisfaction results show Bunnings’ impressive reputation is built on a high rate of customer satisfaction – now at a market leading 89% in September.

“However, Bunnings doesn’t have it all its own way with rival Home Timber & Hardware just behind with a customer satisfaction rating of 88.6% in September and Mitre 10 on 86.9% also performing with hardware store customers – an estimated 13.1 million Australians (66%) visited a hardware store in the last three months.

“Home Timber & Hardware has performed consistently well over the past few years winning the Annual Roy Morgan Hardware Store Customer Satisfaction Award in four out of the last five years (2012, 2013, 2015 & 2016) although the 2017 Annual Award looks set to go down to the wire with Bunnings aiming for its first victory in the category since 2011.”

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