Pet Stores – 2013 Ratings

Posted by Canstar Blue February 28th 2013

You are viewing the archived 2013 ratings for pet stores. Go to the current pet store ratings.

See Our Ratings Methodology.

Dog’s breakfast likely to be nicer than yours, according to 1 in 4 pet owners

Most Satisfied Customers: Pet Stores 2013Many pets have delighted in a diet better than their owner’s, according to one in four respondents to a survey of pet store customers. Men especially were likely to come off second best to their pet at dinnertime (30%).

Even more respondents (38%) told us they had started cutting back on the family grocery bill to save money, but weren’t willing to skimp on the food for their pet. Proving just how much we love our pets – 28% said they liked their pet better than their family, with 43% claiming no one understood them like their pet.

A love of animals saw half of our survey respondents wander pet stores just to look at the pets on show … but proved a trap for one in five who made the impulse decision to buy a pet on the spot.

Some animal lovers just can’t help themselves when it comes to spoiling their pet with new toys or tasty treats. If you think you might be one of them, you should check out our most satisfied customers award winner for pet stores: City Farmers.

City Farmers achieved this award (as well as five star ratings in seven of the nine rated criteria) in a category that also rated Best Friends, PETstock, Petbarn and Pets Paradise. Special note should also go to Best Friends for the five star ratings it received for knowledge, range of animals and store specials.

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 pet store customers who have made a purchase from a pet store in the last 12 months – in this case, 804 people.

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

City Farmers was number one for overall customer satisfaction in this survey, earning a five star rating. Next were four star recipients Best Friends, PETstock and Petbarn, then Pets Paradise with three.

Value for money

Some pets can be quite expensive to purchase and care for, but value for money shouldn’t be too hard to find with our customer satisfaction ratings. Customers of City Famers were most satisfied in this regard, earning the brand five stars for value for money. Best Friends and PETstock followed on with four stars each, and Petbarn and Pets Paradise received three.

Customer service

Customers of City Farmers felt most satisfied with the customer service at their pet store – the brand receiving five stars. Best Friends, PETstock and Petbarn were awarded four stars each for customer service and Pets Paradise, three.

Advice on products

Pets can be tricky to care for, so it’s best to seek advice on products if there is something you don’t understand. City Farmers captured a five star rating for advice on products, while Best Friends, PETstock and Petbarn all followed with four stars, and Pets Paradise was awarded three.

Knowledge of pets and pet concerns

There are plenty of questions when it comes to new pets: “What do I feed them?” “How often should I bathe them?” “How do I stop them from climbing all over my dinner guests?” Knowledgeable staff can alleviate any apprehensions, with both Best Friends and City Farmers receiving five stars for knowledge of pets and animal care. PETstock and Petbarn each received four star ratings for knowledge of pets and pet concerns, and Pets Paradise finished with three.

Range of brands / products

City Farmers achieved a five star rating for the range of brands and products available in store. Best Friends, PETstock and Petbarn were awarded four star ratings, and Pets Paradise followed with three.

Range of animals

There are cat people, dog people, and occasionally those happy few who just love their pet snake. In the spirit of catering to everyone, Best Friends received five stars for the range of potential pets available. Petbarn received four stars for this criterion, then City Farmers, PETstock and Pets Paradise finished with three.

Online store / catalogue

Scoring another five star rating was City Farmers, this time for its online store and catalogues. Best Friends and Petbarn were awarded four stars in this area, PETstock received three stars and Pets Paradise, two.