2012 – Electronics Retailers Ratings

Posted by Canstar Blue September 13th 2012

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

See Our Ratings Methodology.

Tech-addicted Aussies find better value electronics online

Most Satisfied Customers for Electronics Retailers: 2012Hesitant shoppers have sought out the advice of electronics store staff regarding their high tech-purchases…only to turn around and buy a cheaper option over the internet.

These results came from our latest survey of Electronics Retailer customers, a quarter of whom went searching for less expensive electronics products online after getting advice in store. We found a higher proportion of Generation Y respondents (44%) were especially inclined to do this.

Results clearly showed that Australians love their gadgets, with:

  • 29% of respondents ‘splurging’ on the latest electronic devices,
  • 23% admitting to having too many useless electronic gadgets in their house, and
  • 21% of respondents having purchased ‘must-have’ gadgets, but never using them.

In light of consumer’s love of the latest and greatest electronics, we looked at the retailers dedicated to selling those items.

This is the second year in a row The Good Guys has been the recipient of our most satisfied customers award for Electronics Retailers. The brand can be commended on scoring five star ratings for overall satisfaction, value for money, price compared to other stores, range, layout of store and printed catalogue.

JB Hi-Fi, Dick Smith, Harvey Norman and Retravision, were also rated in our survey, the latter (Retravision) achieving a five star rating for its point of sale and after sale service.

Interestingly, we also found that nearly one third of respondents admitted to spending more time reading catalogues from electrical retailers than they do reading books. Perhaps unsurprisingly, more men couldn’t resist a good electronics catalogue, with 39% more often buried in a catalogue than a good book.

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 Electronics Retailers within the survey group – in this case, 1,647 people. To qualify, the customer must have purchased a product from an electrical 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 with the electronics retailer

The Good Guys have received five star ratings for overall customer satisfaction for this category two years running. Next on the list were Retravision and JB Hi-Fi with four stars each, then Dick Smith and Harvey Norman with three.

Value for money

The Good Guys’ customers were most satisfied with the value for money offered by their electronics retailer, earning them another five stars. Four star ratings were awarded to both JB Hi-Fi and Retravision, while Harvey Norman and Dick Smith followed with three.

Price compared to other stores

How do these brands compare against each other on price? Retravision was our respondents’ top pick for this criterion, earning the brand five stars. The Good Guys followed with four, and JB Hi-Fi, Harvey Norman and Dick Smith received three.

Point of sale services

Customers were most satisfied with Retravision for their point of sales services, leaving the brand with a five star rating. The Good Guys received three stars for service, and JB Hi-Fi, Harvey Norman and Dick Smith followed with three.

After sale services

Another five stars went to Retravision, this time for their after sale services. The Good Guys earned four stars for this criterion, and JB Hi-Fi, Harvey Norman and Dick Smith followed with three.

Range of products on offer

Catering to everyone from tech-addicts to mum and dad shoppers requires the best of the electronics and appliance world: and that requires a decent range of products and brands. The Good Guys received five stars for this criterion, followed by four star recipients JB Hi-Fi and Harvey Norman. Retravision and Dick Smith followed with three stars each.

Layout of store (i.e. ability to see/get to products)

While range is important, finding the product you want in a large store is equally critical. The Good Guys could not be beaten with five stars for the layout of its stores. Both Retravision and Harvey Norman achieved four star ratings for store layout, while JB Hi-Fi and Dick Smith each earned three.

Printed catalogue

The Good Guys excelled in this criterion, earning five stars for its printed catalogue offerings. Retravision, JB Hi-Fi and Dick Smith all received four stars for catalogues, while Harvey Norman received three.