JB Hi-Fi takes the lead in customer satisfaction

Ahead of Ikea again.

JB Hi-Fi has been named Australia’s leading furniture and electrical retailer with a customer satisfaction rating of 92% in the year to March 2019, according to the latest Roy Morgan customer satisfaction ranking.

JB Hi-Fi’s two percentage point year-on-year increase was enough to take the crown from 2018 Roy Morgan Annual Customer Satisfaction Award winner, Ikea.

In the latest ratings, The Good Guys were ranked equal second with Ikea, followed by Betta Home Living, Freedom, Harvey Norman, Fantastic Furniture and Amart Furniture.

Betta Home Living recorded the biggest improvement over the past year which increased customer satisfaction 7 percentage points to 89%. Harvey Norman remained unchanged from a year ago.

Just under 30% of the Australian population have visited a furniture/electrical store in the last four weeks, accounting for over 6 million customers.

Roy Morgan CEO, Michele Levine said, “JB Hi-Fi has reclaimed their customer satisfaction throne from Ikea, winning Roy Morgan’s March customer satisfaction award. Competition in the furniture and electrical store market is fierce with three retailers dead-heating in equal fourth with a customer satisfaction of 89%.

“JB Hi-Fi has a wide range of top-end electronic products at competitive pricing which has a strong appeal to Australians proud of their prosperity and achievements and willing to spend up big to get what they want. Roy Morgan identifies these big spenders as the ‘Leading Lifestyles’ community and they comprise nearly a third of JB Hi-Fi’s overall customer base.

“Ikea’s strong focus on customer experience is exemplified with a unique layout to their stores which guides customers through different product offerings and the iconic Swedish brand’s reputation for great value. These qualities attract young culturally diverse and trend-focused Millennials and Gen Z consumers, identified as the valuable ‘Metrotechs’ community.”

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