Clive Peeters and The Good Guys were in equal second place, followed by Harvey Norman, JB Hi-Fi and Dick Smith.

Canstar Blue Manager, Rebecca Logan, said discount prices and great staff were major considerations for consumers of electrical goods.

Service
“Customers value staff who really ‘know their stuff’ when it comes to electronics retail,” said Ms Logan. “People surveyed went out of their way to congratulate retailers who had helpful, knowledgeable staff. More people actually commented on service than they did on price in this survey.”

“Customers were unimpressed with staff who argued over commission or who ‘forgot’ about the customer once they’d closed the sale.”

Clive Peeters and The Good Guys came in equal second place behind Retravision in the customer service approval rankings. Harvey Norman, JB Hi-Fi and Dick Smith achieved an equal third ranking.

Price
“As expected, price was also a consideration, with retailers who provided low prices or cash discounts being commended by customers,” Ms Logan said.

The Good Guys ranked the highest of all Australian electronics retailers on customer price satisfaction. Retravision, Clive Peeters and JB Hi-Fi came in close behind.

Range
Ms Logan said product range, quality and in-store availability were also singled out by customers as being important.

Retravision, Clive Peeters and The Good Guys scored equal highest approval ratings for product range. Harvey Norman and JB Hi-Fi were next on the scale, followed by Dick Smith.

Accessibility
Customers also liked easily accessible stores, rating Retravision as the best, followed by Clive Peeters and the Good Guys (equal second), Harvey Norman and JB Hi-Fi (equal third) and Dick Smith.

27 Jul 2010.