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Click here to purchase the detailed Roy Morgan New Zealand Non-Food Retail Customer Satisfaction Report

Recent data released in the Roy  Morgan Retail Satisfaction Report in New Zealand for the 12 months to September 2009 reveals an average level of 83.9% satisfaction in the Department/Discount Stores category (a little above the average for all retailers).

The report found Ballantynes led customer satisfaction with 89.8% for department/discount stores in New Zealand, followed by Kirkcaldie & Stains (85.6%) and Farmers (85.4%).

Kmart (81.9%), The Warehouse (81.4%) and Smith Caughey’s (79.4%) all fell below the average for customer satisfaction for total department/discount stores (83.9%).

Customer satisfaction for total department/discount stores was slightly higher than that for all major non grocery stores in New Zealand (82.8%).

Satisfaction with Department/Discount Stores — 12 months to September 2009

Source: Roy Morgan Single Source October 2008 - September 2009.

(Total department/discount store customers n = 8,166, Total Non-Food Store customers n=10,591)

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:

“Amongst the six department/discount stores measured, three are regional retailers (Ballantynes, Kirkcaldie & Stains, and Smith & Caughey) and three are national retailers (Farmers, Kmart, and The Warehouse). Of the national retailers, Farmers was ranked the highest with 85.4% satisfied which reflects the strong support they have had from many New Zealanders over the past 100 years. The two best performers overall, however, were the regional players, Ballantynes and Kirkcaldie & Stains, which most likely reflects the greater affinity that customers have with them compared to the national players.”

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 visit to Roy Morgan Online Store. This report provides an indication of satisfaction trends in New Zealand of Non-Food Retailers. It provides a ranking of Customer Satisfaction among 66 Major Retail stores measured and looks at Long and Short-term trends for overall Customer Satisfaction, at the category level and then at the individual store level.

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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