Roy Morgan Research last night revealed the winners of its 2nd annual Customer Satisfaction Awards for Department Stores at a gala dinner in Melbourne.
In the highly competitive Department Store category, customer satisfaction is a core defence against online shopping – where the entire web is treated by consumers as one big department store.
Australians spent over $22 billion online in 2012. Department Store retailers need to offer things not available online and chief among these is personal service – a key factor in customer satisfaction, recommendation and loyalty.
These Roy Morgan Customer Satisfaction award-winners managed to keep a customer focus in a tough marketplace and outdo their competitors:
Myer wins 2012 Department Store of the Year
Best & Less wins 2012 Discount Department Store of the Year
The Reject Shop wins 2012 Discount Variety Store of the Year
Michele Levine, CEO, Roy Morgan Research, says:
“The current annual 2.7% growth rate in retail sales is well below the long term average. With competing pressure from online, it is vital for retailers to satisfy every one of those customers who visit their stores.
“Now in only its second year, these Awards are already recognised as currency in many industries, being the most accurate and trusted indicators of customer satisfaction in Australia.
“By integrating customer satisfaction measures with our world-leading Consumer and Business Single Source surveys, we offer businesses incomparable research into just how satisfied their customers are and areas where they could improve.
“Roy Morgan Research congratulates not only the winners but all successful businesses, large and small, that consistently aim to satisfy their customers.”
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.
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