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Spendless Shoes tops The Athlete’s Foot

Source: Roy Morgan Single Source Australia, December 2015 – November 2016, n = 14,348, September 2016 – August 2017. n=14,787 & December 2016 – November 2017, n = 15,145. Base: Australians 14+.
Spendless Shoes has Australia’s most satisfied shoe store customers in November with a customer satisfaction rating of 86.7% a significant increase of 3.5% from a year ago, and also an increase of 0.8% from a second-place finish in August behind The Athlete’s Foot.

By November positions were reversed, Spendless Shoes in first place with The Athlete’s Foot close behind with a customer satisfaction rating of 86.4%, up 3.8% on a year ago, and Betts/Betts Kids also on a customer satisfaction rating of 86.4% - up a huge 16.9% over the last 12 months.

In fact all five leading shoe stores in Australia increased their customer satisfaction over the last 12 months including fourth-placed Mathers on 84.7% and previous Annual award winners Williams The Shoemen just behind on 84.4%.

Roy Morgan Shoe Store Customer Satisfaction November 2017 – Top 5

Source: Roy Morgan Single Source Australia, December 2015 – November 2016, n = 14,348, September 2016 – August 2017. n=14,787 & December 2016 – November 2017, n = 15,145. Base: Australians 14+.

Michele Levine, CEO, Roy Morgan, says Australian shoe stores have performed well as an industry in 2017 with customer satisfaction for all leading stores now above 80%:

“Spendless Shoes has emerged as Australia’s leading shoe store in November winning the monthly Roy Morgan Shoe Store Customer Satisfaction category with a rating of 86.7% just ahead of competitors The Athlete’s Foot on 86.4%, fast-improving Betts/ Betts Kids also on 86.4%, Mathers on 84.7% and Williams The Shoemen on 84.4%.

“The closeness of the results in November with all leading shoe stores scoring customer satisfaction ratings clearly above 80%, shows the intensely competitive nature of the industry as retailers Australia-wide deal with the entry of US retail giant Amazon covered extensively here as it entered the Australian market officially late last year.

“Spendless Shoes is the reigning winner of the Annual Roy Morgan Shoe Store Satisfaction Award after taking out the main prize at last year’s Annual Awards and along with leading rival The Athlete’s Foot are the only shoe stores to take out multiple monthly wins in 2017.

“The 2017 Australian Roy Morgan Annual Customer Satisfaction Awards night is taking place in just over a month, on Tuesday February 20, and in the category of shoe store satisfaction it looks to be a race in two between Spendless Shoes and The Athlete’s Foot - the last two winners of the Annual Award – to decide who will claim the prize for 2017 with only the December monthly results still to be determined."

The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.

Need to know what is driving your customer satisfaction?

Check out the new Roy Morgan Customer Satisfaction Dashboard at http://www.roymorganonlinestore.com/Awards.aspx

For comments or more information about Roy Morgan’s retail and Customer Satisfaction data, or for anyone interested in attending this year’s annual Roy Morgan Customer Satisfaction Awards please contact:

Roy Morgan Research - Enquiries
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