Kmart, Ikea among the winners

When it comes to customer satisfaction.

Roy Morgan has announced its Customer Satisfaction Awards for 2018 across 14 retail categories with first time winner, Kmart, taking out ‘Discount Department Store of the Year’ award. The Furniture/Electrical Store of the Year’ award went to Ikea.

There were repeat winners including Myer as ‘Department Store of the Year, Bunnings for ‘Hardware Store of the Year’ while ‘Sports Store of the Year’ went to Rebel. The Reject Shop confirmed its dominance as the ‘Discount Variety Store of the Year’ for the seventh year running.

According to Roy Morgan CEO, Michele Levine, retail faces significant challenges as technological disruption led by online shopping giant Amazon transform the way Australians shop.

The Kmart team celebrates with general manage marketing, Laurie Lai; customer service manager, Lisa Hunter and corporate affairs advisor, Natalie Rixon

“A high level of customer service is a sure fire way for more specialised retailers to thrive in this challenging environment,” she said. “The winners have all provided unmatched levels of customer satisfaction in their chosen categories setting a benchmark for competitors to strive to match.”

Businesses such as Myer, Bunnings, Rebel, Foodland and The Reject Shop have built on existing high levels of customer satisfaction to win consecutive awards, but particular plaudits must go to first time winners Discount Drug Stores, Ikea and Kmart, Levine said.

“Many predict 2019 will be a challenging year for retail as the decline in home prices leaves some consumers with fewer dollars to spend. By recognising the importance of customer satisfaction in locking in repeat business, and invaluable word-of-mouth recommendations, our retail winners have gained a leg-up on the competition through their own hard work.”

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