‘Trust and value aren’t always mutually exclusive’: Finder reveals Australia’s top-rated retail brands
Finder has revealed the top rated retail brands in Australia after polling over 10,000 Australians across its Customer Satisfaction Awards program.
Working with research partner Dynata, Finder asked Aussies to rate brands across a range of metrics, including customer service, product range, value for money, trustworthiness, and product quality.
The metrics were then weighted to determine the winning brands in four areas per vertical: most loved, most trusted, top value and legendary customer service.
Pharmacy 4 Less and Baby Kingdom were the only two brands to take a clean sweep across their respective categories, while ALDI and Appliances Online were the only ones to win awards across different verticals.
Big W is the most trusted electronics retailer and JB Hi Fi the most trusted white-goods retailer.
First Choice Liquor took out three bottle shop awards; while both Home Hardware in the hardware store category and Budget Pet Products in the pet store category won all awards aside from the most trusted brand award.
“In this year’s Customer Satisfaction Awards program we saw a few select retailers dominate their verticals but an exception was often the most trusted brand,” said Finder’s retail specialist Chris Jager.
“For big ticket items it’s not uncommon for consumers to spend a little bit extra on a premium brand to make sure they’re getting the purchase right. However, trust and value aren’t always mutually exclusive which we saw in the supermarket category with ALDI taking out both awards.
“Currently a lot of Aussies are tightening their purse strings and they really are seeking value – whether that’s through price matching, loyalty programs or just good quality products at affordable prices and I really want to commend the companies that are meeting their customers’ needs at this time.”
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I clicked the ‘full results’ link. It looks like (but is very unclear, TBH) that this is a survey of Customers who had 1) recently purchased products 2) used Finder (I think), or somehow engaged with them.
If this is the case, it’s la skewed sample, and not a representative survey of Aussie consumers.
Home more loved and trusted than Bunnings?
First Choice more than Dan’s?
Pharamacy4Less more than Chem W?