In its latest retailer survey, Consumer NZ has revealed the shops with the most satisfied customers and those falling short of expectations.
In the whiteware and appliances category, 100% Appliances led the rankings, while PB Tech was the best in home and mobile technology. Stihl Shop and Mitre 10 topped the hardware category, and Macpac was the leader in the sports and outdoors segment.
“Stihl Shop rated particularly high for its customer service and staff members’ product knowledge,” Consumer NZ spokesperson Kate Harvey said.
“Macpac beat its competitors – Kathmandu, Torpedo7 and Rebel – in all the categories we ask about, including perceived value and range of products available.”
Smiths City, which recently entered voluntary administration, ranked second to 100% Appliances in the large appliances category.
Briscoes secured the second position for small appliances.
Harvey noted that PB Tech’s customers rated the store highly for its pricing and the variety of products it offers.
Brands at the opposite end
Rebel Sport received low ratings in the sports and outdoors category. According to Harvey, “Rebel’s customers gave especially low scores for customer service and staff’s product knowledge.”
Both One NZ and Spark received low ratings in the mobile technology category, while The Warehouse was rated poorly in home technology.
Pricing and sustainability
“The survey also showed shoppers are highly price-sensitive at the moment and have become increasingly motivated by discounts. A store having a promotion is now the main reason for shoppers to choose to make their purchase there. It has surpassed loyalty and the convenience of the location,” Harvey said.
“Of the purchases that people told us about, 57% had been while the item was on special, and it was even higher – about 70% – for appliance purchases.”
Sustainability is becoming increasingly important, with 44% of people willing to pay a premium for environmentally friendly products. However, price remains the top priority for most consumers.
The main cause of dissatisfaction with a store is often its limited product range and availability. Effective communication about stock levels and any potential delays is essential for maintaining customer loyalty.