Autobarn, with a customer satisfaction result of 89%, was well ahead of the overall average satisfaction rating for all Auto stores (85%) despite being one percentage point lower than their result for December 2010. The report for March 2011 revealed Autobarn was 4% points ahead of their closest competitor Repco (85%), while Supercheap Auto ranked in last place with 83% customer satisfaction.
Satisfaction* with Auto Stores
Source: Roy Morgan Single Source (Australia): April 2010 - March 2011.Sample: Total purchased from one or more Auto store(s) in the last 4 weeks n=2,407 N.B. Total Auto stores include only the stores shown. *Satisfaction Rating based on respondents who were “Very satisfied” or “Fairly satisfied” with each store bought from in the last 4 weeks.
Norman Morris, Industry Communications Director, Roy Morgan Research, says:
“Autobarn are still unwavering in the top position for customer satisfaction in the Auto store category, helped by marginally stronger satisfaction levels coming from customers living in Victoria.
“Repco have slowly increased satisfaction levels of their customers over the last 12 months. This is a commendable improvement from their satisfaction average of 80% from 2008. However they are still a solid four percentage points behind Autobarn.
“Supercheap Auto continues to trail behind major competitors Repco and Autobarn, having only maintained the same satisfaction result for the last 12 months, which is still a full three percentage points behind the December 2009 peak in their satisfaction levels.”
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.
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