Tuesday, April 3rd, 2012
The Roy Morgan Customer Satisfaction scores for February show that Retravision Furniture/Electrical Stores), JB Hi-Fi (Music/Book Stores) and Jacqui E (Clothing Stores) not only won their own categories, but each recorded 91% Customer Satisfaction - the highest rating in the retail categories that are tracked.
Myer was the top placed Department Store with 88% Customer Satisfaction for February. All satisfaction scores of the top five brands remained unchanged from January. Further details.

Top 5 Department Stores
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Supercheap Auto remains in first place of the Auto Store category, followed by 2011 Customer Satisfaction Award winner, Autobarn, and Repco in third. Further details.

Muffin Break has leaped into first place in the Coffee Shop category for February with a satisfaction score of 89%. They placed ahead of Donut King, Michel’s Patisserie, Gloria Jean’s and Coffee Club. Further details.

Clothing Stores is a tightly contested category which was won by Jacqui E with a Customer Satisfaction rating of 91% for February. Suzanne Grae came in at number two, followed by Rockmans, Miller’s and 2011 Customer Satisfaction Award Winner, Katies. Further details.

Retravision was the highest placed company in the Furniture/Electrical Store category with a rating of 91% in February, despite their score declining from last month. The Good Guys came in at second place, Ikea in third, Dick Smith fourth, and Harvey Norman finished in fifth position. Further details.

Bunnings won the Hardware Store category with 88% Customer Satisfaction, closely followed by Home Hardware in second spot. Mitre 10, True Value Hardware and Masters finished further back in third, fourth and fifth positions respectively. Further details.

JB Hi-Fi was the winner of the 2011 Roy Morgan Customer Satisfaction Award for Music/Book Stores, and their strong performance continues with a win for February. They were followed by Sanity, Dymocks and Collins Booksellers. Further details.

Chemist Warehouse was the February winner of the Pharmacies category with a 90% Customer Satisfaction score. Priceline Pharmacy placed second, ahead of Guardian, Amcal and Terry White. Being such a closely contested category, we could see fluctuations in the months ahead. Further details.

Williams was the February winner of the Shoe Store category with a rating of 90%, followed by The Athlete’s Foot, Mathers, Spend Less Shoes and Betts/Betts Kids. None of the top five brands were able to improve on their January score. Further details.

Sports Power (87%) won the February Sports Store satisfaction ratings over Rebel Sport and Sportsco. Both Sports Power and Rebel Sport hold a large lead over Sportsco in third position. Further details.

Roy Morgan Customer Satisfaction Winners – February 2012

Department Store Myer
Auto Store Supercheap Auto
Coffee Shop Muffin Break
Clothing Store Jacqui E
Furniture/Electrical Store Retravision
Hardware Store Bunnings
Music/Book Store JB Hi-Fi
Pharmacy Chemist Warehouse
Shoe Store Williams
Sports Store Sports Power
The latest detailed Roy Morgan Retail Customer Satisfaction Reports include the Non-Food Retail Satisfaction Report and the Supermarket Satisfaction Report.
The latest detailed Roy Morgan Retail Profiles or Reports include supermarkets, online shoppers, shopping centres, loyalty cardholders, plus customer profiles of all of the major retail brands listed above.

For the satisfaction scores of various retail stores, plus other brands from a range of industries, visit the Roy Morgan Customer Satisfaction Awards website: www.customersatisfactionawards.com.

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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.
Shaun Ellis
P: 03 9224 5332
W: www.roymorgan.com


Non-Food Retail Satisfaction Report, Supermarket Satisfaction Report



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