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Click here to purchase profiles of the major retailers in New Zealand on the Roy Morgan Online Store.

New research measuring retail customer satisfaction in New Zealand reveals the top performers over the last year are from a diverse group of stores, covering home and fashion, chemists, clothing, books and hardware. The South Island department store Ballantynes ranked highest on customer satisfaction, with 89.8% of its customers satisfied, closely followed by Pumpkin Patch (89.5%), Unichem (88.9%), Whitcoulls (87.9%) and Hammer Hardware (87.6%) rounding out the top 5.

The average level of satisfaction across all 66 stores tracked is 82.8%. With 7.0 percentage points difference between the best (Ballantynes at 89.8%) and the average of all 66 stores (82.8%) it is clear that even a few points could make a large difference to the performance of each retailer.

New Zealand Retail Satisfaction (Non Grocery) — Top 10

Source: Roy Morgan Single Source (October 2008-September 2009); n=11,635 Sample: Total purchased from one or more stores the last 4 weeks. Oct 2008—Sep 2009 n=10,591

Mark Dansey, Head of New Zealand Operations, Roy Morgan Research says:

 “It is important for any retail operation to closely monitor satisfaction levels of their customers. It is customer satisfaction that is a crucial link to loyalty and ultimately increased sales.

“The most recent results show that a narrow margin separates the top two stores Ballantynes and Pumpkin Patch. Customer satisfaction levels for both outlets show an almost 90% score in total satisfaction.

“In the hardware category, Bunnings has made some excellent gains in the past year, and currently trails the category leader Hammer Hardware by less than half a percent. It will be interesting how both these retailers perform in the hardware category this year.”

The data used in this report is part of the Retail MAP that Roy Morgan collects in New Zealand, and is based on an extensive survey of over 11,000 respondents aged 14 and over each year. The retail information collected comprises information on channels, brands and product usage as well as attitudes, activities and extensive media usage.

To purchase the report ranking 66 New Zealand non-food retailers by customer satisfaction (including trends in satisfaction over 5 years) or for detailed Roy Morgan profiles of the customers of major retailers in New Zealand — visit the Roy Morgan Online Store.

Please click on this link to the Roy Morgan Online Store.

http://www.roymorganonlinestore.com/Browse/New-Zealand/Retail/Retail-Stores.aspx

For comments or further detail, please contact:

Mark Dansey, Head of New Zealand Operations

Email: Mark.Dansey@roymorgan.com - Telephone: +64 (0) 9 912 7032

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