However, the 12 months to October 2010, Whitcoulls had the highest proportion of customer satisfaction on 88%, followed by Paper Plus (87%) and then Take Note (83%).
Bookstore Satisfaction – Top 5
Source: Roy Morgan Single Source (NZ) November 2009 – October 2010 n= 3608 & November 2010 – October 2011,
Pip Elliott, Client Services Director, Roy Morgan Research, says:
“The biggest improver over the last 12 months was Dymocks, customer satisfaction went up by 14% points from the previous year and is now at 83%. Satisfaction levels for Whitcoulls have declined over the last 12 months as the bankruptcy of parent company RED Group raised questions about whether Whitcoulls would honour their already paid for gift vouchers. This issue was resolved in May when new owners, the Norman family, promised to honour all existing Whitcoulls gift vouchers. Over the last 12 months following the parent company’s bankruptcy Whitcoulls has declined in customer satisfaction from first place to third.
“With Satisfaction being one of the key drivers of future store loyalty, this is a key metric for all book stores to be aware of and to look how this has changed over time for the different book stores.”
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