Australia’s most service-oriented retailers announced

| March 3, 2019

Roy Morgan presented the 2018 Roy Morgan Customer Satisfaction Awards in Melbourne last week and the 14 winners in the retail categories range from an iconic multinational Swedish furniture maker to a suite of local brands that offer the highest level of customer satisfaction to be found in their chosen business.

The awards went to a mix of first-timers and veterans. Among those enjoying their moment in the customer satisfaction spotlight for the first time were Kmart (Discount Department Store of the Year), Discount Drug Stores (Chemist/Pharmacy of the Year) and Furniture/Electrical Store of the Year Ikea.

There were five repeat winners led by Foodland as Supermarket of the Year for a second year in a row (and fourth time overall), Myer as Department Store of the Year for a fourth straight year, Bunnings as Hardware Store of the Year for back-to-back victories, Rebel as Sports Store of the Year for the fourth consecutive year and perhaps most impressively of all The Reject Shop confirming its dominance in the field as the Discount Variety Store of the Year for the seventh year running (2012-2018).


Complete list of Retail winners for 2018:

Auto Store of the Year Autobarn
Coffee Shop of the Year Donut King
Clothing Store of the Year Rockmans
Department Store of the Year Myer
Discount Department Store of the Year Kmart
Discount Variety Store of the Year The Reject Shop
Furniture/Electrical Store of the Year Ikea
Hardware Store of the Year Bunnings Warehouse
Chemist/Pharmacy of the Year Discount Drug Stores
Quick Service Restaurant of the Year Fasta Pasta
Liquor Store of the Year Dan Murphy’s
Shoe Store of the Year Williams
Sports Store of the Year Rebel
Supermarket of the Year Foodland

 

Roy Morgan CEO Michele Levine said although retail as an industry faces significant challenges in the years ahead as technological disruption led by the likes of online shopping giant Amazon transform the way Australians shop for products, a high level of customer service is a sure fire way for more specialised retailers to thrive in this challenging environment.

“The 14 winners of this year’s retail categories at the Roy Morgan Annual Customer Satisfaction Awards have all provided unmatched levels of customer satisfaction in their chosen categories setting a benchmark for competitors to strive to match.

“Businesses such as Myer, Bunnings, Rebel, Foodland and The Reject Shop have built on existing high levels of customer satisfaction to win consecutive awards in their categories while particular plaudits must go to first time winners Discount Drug Stores, Ikea and Kmart.

“Many predict 2019 will be a challenging year for retail as the decline in home prices leaves some consumers with fewer dollars to spend in retailers. By recognising the importance of customer satisfaction in locking in repeat business and invaluable word-of-mouth recommendations our 14 retail winners have gained a leg-up on the competition through their own hard work.

“Congratulations to all of you, for not losing sight of the importance of the consumer amid the economic and political uncertainty and industry-wide disruption we all face.”

SHARE WITH: