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Click here to purchase a Roy Morgan Report ranking 80 Australian Non-Food Retailers by Customer Satisfaction
& here to purchase detailed Target Profiles of customers of these stores.

The latest data released in the Roy Morgan Retail Satisfaction Report reveals Dymocks just ahead of Borders for customer satisfaction of book stores for the 12 months to June 2010.

Dymocks (90.4%) are the leader in customer satisfaction over the other book store retailers, ahead of Borders (90%), Angus & Robertson (88.4%) and Collins (86.4%).

Satisfaction* with Book Stores

Source: Roy Morgan Single Source July 2009 - June 2010. Total bought from one or more book store(s) in the last 4 weeks (aged 14+) n=3,324.
N.B. Total book stores includes only the stores shown.

*Satisfaction Rating based on respondents who were “Very satisfied” or “Fairly satisfied” with each store bought from in the last 4 weeks.

George Pesutto, Industry Director - Consumer Products, Roy Morgan Research, says:

“Dymocks have taken the top spot for satisfaction in the books stores category from Borders, a position they have not seen since the March 2009 results when the book store retailer was the number one store in that quarter. But with only half a percentage point that now separates these two stores, it may well be a short chapter again.

“Angus & Robertson fell short of satisfying nine out of ten of their customers. However, they performed better than Collins bookstore, which ranked bottom of the book stores for satisfaction.”

For a detailed Roy Morgan Report ranking 80 Australian Non-Food Retailers by Customer Satisfaction (including trends in satisfaction over 5 years) or for detailed Roy Morgan Target Profiles of the customers of Major Retailers in Australia — visit the Roy Morgan Online Store

To view profiles available of customers of these stores visit Roy Morgan Online Store:

http://www.roymorganonlinestore.com/Browse/Australia/Retail/Retail-Store-Customers.aspx

For comments or further detail, please contact:

George Pesutto, Industry Director - Consumer Products

Email: George.Pesutto@roymorgan.com

Telephone: +61 (3) 9224 5206; Mobile: 0414 686 987

About Roy Morgan Research:

Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in New Zealand, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has almost 70 years’ experience in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on financial behaviour, readership, voting intentions and consumer confidence. Roy Morgan Research is a specialist in recontact customised surveys which provide invaluable and effective qualitative and quantitative information regarding customers and target markets.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size	Percentage Estimate
	40%-60%	25% or 75%	10% or 90%	5% or 95%
2,500	±1.9	±1.7	±1.2	±0.9
5,000	±1.4	±1.2	±0.8	±0.6
10,000	±1.0	±0.9	±0.6	±0.4

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