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Bunnings ‘sizzling’ with high customer satisfaction

Source: Roy Morgan Single Source Australia, October 2016 – September 2017. n=14,910. Base: Australians 14+.
Bunnings Warehouse has pipped rival Home Timber & Hardware to be Australia’s leading Hardware Store in September with an impressive customer satisfaction rating of 89.0%, up 0.1% from a year ago.

Home Timber & Hardware came in just behind the industry leader with a customer satisfaction rating of 88.6%, virtually unchanged from a year ago, and enough to beat out Mitre 10 in third with a customer satisfaction rating of 86.9%.

Rounding out the Hardware Store ‘Big 4’ is True Value Hardware with a customer satisfaction rating of 76.3%, down slightly on a year ago.

Roy Morgan Hardware Store Customer Satisfaction September 2017

Source: Roy Morgan Single Source Australia, October 2016 – September 2017. n=14,910. Base: Australians 14+.

Michele Levine, CEO, Roy Morgan Research, says:

“Bunnings is undoubtedly Australia’s best known hardware store, and responsible for nearly half of parent company Wesfarmers overall group profit of $2.87 billion in 2016-17. Today’s customer satisfaction results show Bunnings’ impressive reputation is built on a high rate of customer satisfaction – now at a market leading 89% in September.

“However, Bunnings doesn’t have it all its own way with rival Home Timber & Hardware just behind with a customer satisfaction rating of 88.6% in September and Mitre 10 on 86.9% also performing with hardware store customers – an estimated 13.1 million Australians (66%) visited a hardware store in the last three months.

“Home Timber & Hardware has performed consistently well over the past few years winning the Annual Roy Morgan Hardware Store Customer Satisfaction Award in four out of the last five years (2012, 2013, 2015 & 2016) although the 2017 Annual Award looks set to go down to the wire with Bunnings aiming for its first victory in the category since 2011.”


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


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About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

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%

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2