Where can you find the best range of products, customer service and value for money? Compare electronics retailers with Canstar Blue’s customer satisfaction ratings.
* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
Canstar Blue research finalised in September 2016, published in October 2016.
See our Ratings Methodology.
A lot has happened in the world of electronics retailers since our 2015 consumer ratings. In the last year, Dick Smith has disappeared from shopping centres, while JB Hi-Fi has acquired The Good Guys for a reported $870 million – though the two brands will continue to operate separately.
It’s not difficult to see what JB Hi-Fi sees in The Good Guys. The retailer has built an unrivalled reputation for quality customer service and great value for money. We can say this because, this year, The Good Guys has topped our customer satisfaction ratings for electronics retailers for the SIXTH year in a row. This makes it the most successful brand in the history of Canstar Blue’s consumer reviews. Congratulations, guys!
Like in previous years, The Good Guys received five-star ratings from customers in all research categories, including range of products, point of sale service and value for money. This year’s ratings are based on the feedback of almost 2,000 Australian adults who have visited and made a purchase from an electronics store in the last six months. Bing Lee and JB Hi-Fi both received four-star ratings from customers for overall satisfaction, while Harvey Norman achieved three stars.
While this survey looked at the physical store offerings of these retailers, we also took the opportunity to find out how consumers rate their respective websites, if they’ve used them. Again, The Good Guys was the only one to score top marks in this area.
In a world where most of the gadgets and appliances you want will also be available to buy online, it’s crucial for the retailers to offer a service that keeps you coming back to their physical stores. Are you just looking for the cheapest prices, or are you more concerned about receiving expert advice on the products you’re considering? This will likely depend on what you’re buying, but as a general guide, our survey identified the following drivers of satisfaction when consumers head in store.
The importance of quality customer service can never be underestimated and as consumers, you have every right to expect the best. Chances are you will remember great service for longer than you remember how much you paid for an item. That being said, don’t be afraid to take your money elsewhere if another store sells what you want at a lower price. If you can, head into a store armed with price details and ask that retailer to match the lowest price you have found elsewhere.
Just like visiting a supermarket, heading to an electronics retailer is not without its frustrations, particularly when it’s busy. We asked our survey respondents to tell us about their in-store gripes. We found that a lack of sales staff is the most common complaint.
The main ‘other frustrations’ included pushy sales staff, grumpy staff and loud music being played.
The results varied slightly between the major retailers, with customers at JB Hi-Fi most likely to complain about stores being overcrowded (22%) and long queues at the checkout (12%), while shoppers at Harvey Norman are most likely to complain about a lack of sales staff (33%), the survey found.
Bing Lee customers are most likely to complain about not having the items wanted (34%) and a lack of knowledge of sales staff (21%).
No one store will ever be perfect, but it’s important the retailers get as many of these factors right as often as they possibly can. Most people will be able to accept that stores can get very busy and they may need to wait a while to be served, but it’s when these issues become the norm rather than the exception that they will take their money elsewhere – and rightly so.
The next time you head into a store, remember that it’s the job of the sales staff to keep you happy, so don’t be put off asking for assistance, no matter how busy it is.
Canstar Blue commissioned Colmar Brunton to survey 3,000 Australian adults across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have purchased an item from an electronics retailer in the last six months – in this case, 1,966 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
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