Friday, July 29th, 2011 - Roy Morgan Research
In the latest customer satisfaction for electrical stores, Retravision fell slightly behind The Good Guys but is still ahead of Betta Electrical according to the Roy Morgan Retail Satisfaction Report for March 2011.

The Good Guys narrowly lead the Electrical stores category with 89% of their customers either ‘very’ or ‘fairly satisfied’, just ahead of Retravision (88%). Betta Electrical came in third at 87% followed by Dick Smith at 83%.

Satisfaction* with Electrical Stores

Purchase the detailed Roy Morgan Non-Food Retailer Customer Satisfaction Report
Source: Roy Morgan Single Source April 2010 - March 2011. Total bought from one or more Electrical store(s) in the last 4 weeks n=3,164 .*Satisfaction Rating based on respondents who were “very satisfied” or “satisfied” with each store bought from in the last 4 weeks.

Norman Morris, Industry Communications Director, Roy Morgan Research, says:

“The Electrical stores category is not only highly competitive in pricing, but continues to be competitive in customer satisfaction, with only two percentage points separating the top three stores: The Good Guys, Retravision and Betta Electrical.

“The Good Guys have managed to take out the top spot this quarter; this was due to the fact they were the only store to show any improvement in satisfaction for their customers. This marginal lead over Retravision and Betta Electrical may be difficult to hold onto as, previously, each of these stores has at some point over the last two years led the category, albeit by only a small margin.

“Dick Smith have shown no sign of improving their satisfaction trend, a possible effect from the re-branding of Tandy stores to Dick Smith.”

Purchase the complete detailed Roy Morgan Non Food Retailer Customer Satisfaction Report. This report provides a ranking of satisfaction among all of the stores measured and looks at long and short term trends for overall customer satisfaction, at the category level and then at the individual store level.

Purchase from an extensive range of detailed Roy Morgan Retail Store Customer Profiles including electrical stores such as The Good Guys,RetravisionBetta ElectricalDick Smith. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

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Roy Morgan Research

Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company.

Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.

Vaishali Nagaratnam
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Satisfaction at Retravision, The Good Guys, Betta Electrical, Dick Smith, Electrical Stores Satisfaction



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