Furniture Retailers – 2012 Ratings

Posted by Canstar Blue July 10th 2012

You are viewing the archived 2012 ratings for furniture retailers. Go to the current furniture retailer ratings.

See Our Ratings Methodology.

Australians want five year ‘shelf life’ from their new furniture

Most Satisfied Customers Furniture Retailers 2012A majority of respondents to our recent survey declared they expected newly bought furniture to have a long lifespan … and they didn’t mind paying extra to get the quality they desired.

A total of 95% of respondents believed their new furniture purchases should last more than five years, with 88% content to spend a little bit extra on furniture if it meant finding a better quality product.

Despite the importance of product quality and longevity, a quarter of respondents reported buying furniture which did not suit their home. Similarly, one in five customers bought their furniture without measuring it first, only to find it didn’t fit properly when they brought it home.

According to responses, men were most guilty of this with 23% admitting to buying without measuring when compared with 18% of women. When it came to determining which furniture retailers were truly top drawer, we could not separate IKEA and Fantastic Furniture in terms of customer satisfaction.

Both brands received our most satisfied customers awards for furniture retailers when rated alongside Freedom, Super A-Mart and Harvey Norman.

Many of the rated brands stood out in our survey:

  • IKEA received five stars for overall customer satisfaction, range of products, store appearance and their catalogue.
  • Fantastic Furniture was a five star achiever for overall customer satisfaction, value for money, their service and their catalogue.
  • Harvey Norman received five stars for the appearance of their store.

Our results also showed that many Australians had taken to restoring furniture to its former glory. In fact, 38% of customers had bought and restored an item of furniture themselves, with Generation Y’s being most likely to take up the DIY challenge at 44%.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers of furniture retailers within the survey group – in this case, 782 people. To qualify, the customer must have purchased a product from a furniture retailer in the last 6 months. Brands must receive at least 30 responses to be included.

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 customer satisfaction

Both IKEA and Fantastic Furniture received five stars for overall customer satisfaction, while Freedom and Harvey Norman received four stars apiece and Super A-Mart received three.

Value for money

Fantastic Furniture customers were most satisfied with the value for money they received from their furniture retailer. After Fantastic Furniture’s five star achievement came IKEA with four; then Harvey Norman, Freedom and Super A-Mart with three.

Service (i.e. pre-sale, point of sale and post-sale)

For their customer service, Fantastic Furniture was our five star recipient ahead of four star achiever Harvey Norman. IKEA, Freedom and Super A-Mart each received three stars for this criterion.

Range of products on offer

Tastes can vary, which is why it’s important for furniture retailers to have a wide range of products for their customers. In this regard, IKEA was the number one pick, as their furniture range received a five star rating. Following IKEA were Fantastic Furniture and Harvey Norman with four stars each, then Freedom and Super A-Mart with three.

Appearance of store

IKEA and Harvey Norman received five star ratings for customer satisfaction with the appearance and layout of their stores. Fantastic Furniture and Freedom each received four stars for this criterion, followed by three star recipient Super A-Mart.

Printed and online catalogue

Whether it’s imagining a dream kitchen or planning a bedroom renovation, flicking through furniture catalogues is a great starting point for realising a better furnished home or office. Customers of Fantastic Furniture and IKEA were most satisfied with their retailer’s printed and online catalogue. These five star-rated brands were followed by Harvey Norman with four stars, then by Freedom and Super A-Mart with three.