Electronics Retailers – 2011 Ratings

Posted by Canstar Blue September 8th 2011

You are viewing the archived 2011 ratings for electronics retailers. Go to the current electronics retailer 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.

See Our Ratings Methodology.

Aussies seek out best buys, with online research and haggling

Australians are careful with their dollars and cents, with nearly three quarters of shoppers willing to haggle over the price of electrical goods, according to our most recent survey.

Males are more likely than females to try and negotiate a better deal, while Baby Boomers (75%) are more likely to haggle for a better deal compared to Generation Y shoppers (58%).

This cautious consumer sentiment extends online as well – with nearly four in five respondents researching appliances online before they spend their hard-earned money.

Our survey also found The Good Guys are performing strongly, and the Australian brand has taken away our most satisfied customers award for electronics retailers.

Other electronics retailers rated included JB Hi-Fi, Retravision, Dick Smith, and Harvey Norman.

The Good Guys received a five star rating in six out of the seven categories we rated, and in an increasingly competitive online shopping environment, Dick Smith received five stars for their online shopfront.

Aussies are green with envy for their mate’s newest gadgets – as more than a quarter of Australians have experienced ‘electronics envy’.

Australian shoppers are also showing that they have a weakness for bargains and specials. Nearly three in ten shoppers ended up leaving their electronics store with more products than they originally planned on buying.

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from customers of electronics retailers within the survey group. To qualify, the customer must have made a purchase from an electronics retailer in the last six months.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

Five stars for overall customer satisfaction went to The Good Guys. And there are plenty of other quality electronics retailers around, with JB Hi-Fi, Retravision and Dick Smith all taking out four stars each while Harvey Norman received three stars.


The Good Guys received five stars for price, and were followed closely by JB Hi-Fi and Retravision with four stars. Dick Smith and Harvey Norman both received three stars for their prices.

Point of sale service

Both The Good Guys and Retravision couldn’t be separated for quality point of sale service to their customers, so they both earned five stars. JB Hi-Fi, Harvey Norman and Dick Smith all received four stars for their point of sale service.

After sale service

Proving that their service is good both before and after purchase, The Good Guys have taken away another five stars for after sale service. All other electric retailers (JB Hi-Fi, Harvey Norman, Dick Smith and Retravision) received four stars.

Product range

Choice is important, and most customers like to see a variety of products in-store. JB Hi-Fi and The Good Guys are obviously doing something right, and have been awarded five stars for their product range. Harvey Norman was next on the batting order with four stars, and Retravision and Dick Smith both received three.

Store appearance

Store appearance and layout are important to help customers find what they want, and The Good Guys have once again trumped their competition to be awarded five stars for store appearance. Dick Smith and Harvey Norman followed with four stars each, while JB Hi-Fi and Retravision scored three stars for this category.

Online shopfront

Having an online presence for any business is becoming increasingly important, and customers are most satisfied with Dick Smith’s online shopfront – winning the Australian retailer five stars. The Good Guys and JB Hi-Fi both received four stars while Retravision and Harvey Norman received three for their online shopping.