2013 – Furniture Retailers Ratings
You are viewing the archived 2013 ratings for furniture retailers.
Canstar Blue research finalised in May 2013, published in July 2013.
See our Ratings Methodology.
IKEA achieves second year award-win for furniture stores
Looking to refurnish, or add a few key pieces to your home? We’ve rated furniture stores in our latest results to aid in your pursuit. Which retailer stole the showroom floor this year?
IKEA was the brand to beat, achieving our Most Satisfied Customers Award – Furniture Retailers for the second year running. While the well-liked Swedish retailer earned the majority of five star ratings (in overall satisfaction, product range, store appearance and catalogue), other brands excelled as well:
- Super Amart received five stars for value for money and customer service,
- Fantastic Furniture received five stars for value for money, and
- Harvey Norman achieved five stars for customer service.
Freedom was also rated in this survey.
Flat packs a heavy burden on furniture store customers
Flat packed furniture is causing strife in the homes of our respondents. According to the 78% of shoppers who have bought flat packs:
- More than half feel tense when putting together their purchase,
- Two in five have gotten into arguments with family or friends during flat pack construction, and
- One in four of customers would happily pay someone to assemble their flat packed furniture rather than do it themselves.
Some furniture store customers avoid this issue entirely by refusing to purchase flat packs at all (20%).
Interestingly, we found half our survey respondents like the ‘vintage’ styles of old fashioned furniture. The highest proportion of these respondents belonged to our youngest demographic: Generation Y (58%).
Frequently asked questions
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 within the survey group who have purchased a product from a furniture retailer in the last six months – in this case, 1,172 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
Overall customer satisfaction
IKEA customers were most satisfied overall with their furniture retailer, earning the Swedish juggernaut a five star rating. Super Amart and Fantastic Furniture followed with four stars each; Harvey Norman and Freedom each received three.
Value for money
Furnishing a house can quickly become expensive, and value for money can mean more for the same price. Super Amart and Fantastic Furniture were foremost in this regard, receiving five stars for value for money. IKEA was next with four stars, and Harvey Norman and Freedom followed with three.
Service (i.e. pre-sale, point of sale and post-sale)
Some customers need help choosing a new bed, others might be unsure how to assemble it once it’s home. Super Amart and Harvey Norman both excelled when it came to customer satisfaction with their service, with each brand achieving five stars. Fantastic Furniture and Freedom followed with four stars, and IKEA finished with three.
Range of products on offer
Some furniture stores specialise in a particular room or style, while others stock a wide range and act as a one stop shop. IKEA stood ahead of the competition with five stars for the range of products they stocked in-store. Both Super Amart and Harvey Norman achieved four stars for range, and Fantastic Furniture and Harvey Norman received three.
Appearance of store
IKEA customers were most satisfied with the look and appearance of their furniture store – earning the brand five stars. Hot on the heels of IKEA were four star recipients Harvey Norman and Freedom, then Super Amart and Fantastic Furniture with three.
Printed and online catalogue
Do you fantasise about renovating your kitchen, or adding modern furniture to your bedroom? A furniture store catalogue can help you determine which products are best suited for your home, and IKEA led the pack with five stars in this area. Super Amart, Fantastic Furniture and Harvey Norman followed with four stars, and Freedom finished with three.