Betta and Appliances Online come out on top.
When it comes to shopping for appliances in-store, Betta Home Living has come out on top as favourite among consumers with a score of 83, according to a new survey by Choice. Betta was closely followed by Retravision on 82 points and Bing Lee on 80 points.
Survey respondents praised the retailer for its customer service, delivery and after-sales service. While product and brand range was average, along with value for money, it outperformed most competitors in these areas.
Betta Home Living CEO, Graeme Cunningham told Appliance Retailer, “To be recognised as having the best overall bricks and mortar shopping experience is extremely pleasing for our group. We are constantly looking to innovate and challenge the status quo in order to stay ahead of the ever evolving retail landscape, however one element that remains consistent, is our dedication to creating an excellent customer experience.
“Having independently owned and operated stores allows us to create genuine connections with our customers, not only during the purchase of their new appliance, but right through to delivery and after sales service. This level of personalised service is not easy to replicate and we believe it is what sets the Betta brand apart. Well done to all our Betta members.”
On the other end of the scale, Target was the worst performing retailer in overall satisfaction, consistently rating lower than others in almost all categories except value for money.
As for overall satisfaction with online stores, Appliances Online topped every category – range of products, value for money, website ease of use, payment options and delivery, as well as after-sales service, with a score of 86. Bing Lee ranked second on 80, with Myer and Officeworks in equal third position with 79 points.
Winning Group CEO, John Winning told Appliance Retailer, “I am incredibly proud of every Appliances Online team member, because 24/7, 365 days a year we go above and beyond for our customers. Our leading satisfaction score of 86 and topping each category in CHOICE’s Appliance Retailer Satisfaction Survey, demonstrates that we provide an exceptional shopping experience from the moment someone lands on our website, until well after they receive their product.
“Providing legendary service is a team effort and it is also about making tough decisions as a business. We literally put our customers first, in each decision we make as a company to impress every customer and as a result, we currently have a NPS score of 82.7.”