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Click here to purchase the detailed Roy Morgan Report ranking 66 New Zealand Non-Food Retailers by Customer Satisfaction
or
Click here to purchase detailed Roy Morgan profiles of the customers of Major Retailers in New Zealand

The latest retail customer satisfaction report for New Zealand reveals Whitcoulls at 87.9% and Borders at 87.5% as the top two book stores for customer satisfaction. Paper Plus rounded out the top 3 book stores with 85.8% customer satisfaction.

For the 12 months to September 2009, the average customer satisfaction score for the book stores surveyed was 84.4%, higher than the 82.8% average recorded across all 66 non-food retailers surveyed.

Dymocks (80.3%), Books and More (82.1%) and Take Note (83.1%) emerged at the lower end for customer satisfaction, with Dymocks lagging behind the average book store satisfaction by 4.1 percentage points for the 12 months to September 2009.

Satisfaction with Book Stores — 12 months to September 2009

Source: Roy Morgan Single Source October 2008 - September 2009.
(Total non-food store customers n = 10,591, Total book store customers n=3,731)
Satisfaction Rating based on respondents who were “very satisfied” or”satisfied” with each store bought from in the last 4 weeks.

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

“These results show that the well-known local book store Whitcoulls has edged out Borders for the top spot in customer satisfaction. Whitcoulls had a high 87.9% score with Borders close behind on 87.5%. Whitcoulls, a leading local retailer for over 100 years has had strong and consistent customer satisfaction results throughout 2009. Borders, while only established recently in New Zealand, is known for the depth and breadth of its product range. Paper Plus, another strong local brand, also performed well with an 85.8% satisfaction level. All three scored higher than the Total Book Stores average of 84.4%.”

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.

Click here 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.

For further information on Customer Satisfaction

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 (09) 912 7032

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