In customer satisfaction ratings.
Bunnings has taken out top spot in the latest Roy Morgan Hardware Store Satisfaction Report for hardware stores in the 12 months to October, ahead of rivals Mitre 10, Home Hardware and True Value Hardware.
Bunnings remains the undisputed market leader for hardware stores with over 11.3 million Australians shopping at Bunnings in an average four weeks – over 55% of all Australians aged over 14 and over 95% of all hardware store shoppers.
The demise of Masters in late 2016, has given Bunnings an extra ‘boost’ over the last two years. The market leader has grown its customer base by nearly 700,000 customers over the past year. Only Home Hardware (up 23,000) has also grown customers.
The improvement in Bunnings customer satisfaction in recent years means the chain is set to claim another victory in the Annual Roy Morgan Customer Satisfaction Awards to be awarded in February 2019.
Roy Morgan CEO, Michele Levin said, “Australia’s undisputed ‘king of hardware stores’ Bunnings has gone from strength to strength over the last 12 months, increasing its customer satisfaction by 1% to 90% over the past year.
“The success of Bunnings in delivering a high level of customer service and a growing customer base has provided a significant challenge to other hardware retailers. The exit of Masters in late 2016 left a huge hole in the hardware store market. Before its exit nearly 1.9 million Australians were shopping at Masters in an average four weeks.”