2014 – Hardware Stores Ratings

Posted by Canstar Blue January 21st 2014

You are viewing the archived 2014 ratings for hardware stores. Go to the current hardware store ratings.

See Our Ratings Methodology.

Is DIY in danger? One in two cast the blame on young Australians

Hardware store Awards - 2014Are the later generations of Australians in danger of losing their DIY chops around the house? Half of the respondents to our most recent survey believe DIY is dying because younger generations “aren’t interested in developing these skills”.

That said, three in five young Australians do enjoy outings to their local hardware store…although, a more significant percentage of Baby Boomers agree with this statement (78%).

Baby Boomers are also more likely than Gen Y’s to have taught themselves DIY techniques (51% versus 37%).

While some skills may fall by the wayside, budding builders can always turn to their hardware stores for advice on all things DIY, which is exactly what nearly three in five respondents did. Women are especially driven to ask their local hardware store for DIY tips (62%).

Australians can also turn to the internet for help. For example, an article recently published on the Essential Kids looks at several smartphone apps that help Australians tackle DIY jobs around their house – everything from choosing paint colours to starting kitchen renovations.

Bunnings secure second Canstar Blue customer satisfaction award for hardware stores

This is the second year we’ve looked at customer satisfaction in the area of hardware stores, and our latest results have revealed a familiar face as our winner.

Bunnings has achieved our Most Satisfied Customers Award – Hardware Stores, 2013, and achieved five star ratings in nearly all our rated criteria. This is the second time Bunnings has received a Canstar Blue award.

However, they weren’t the only high achievers: Mitre 10 finished with top ratings for service and advice, and Masters received five stars for value for money, store layout and online store / catalogue.

About this research

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 made a purchase from a hardware store in the last 12 months – in this case, 1,986 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.

Overall customer satisfaction

Get into the DIY spirit with our five star recipient for overall customer satisfaction: Bunnings. Following the award-winning brand was Masters, Mitre 10 and Home Hardware – each with four star ratings for overall satisfaction.

Value for money

Anyone who’s tackled a tricky renovation can tell you how high the costs can climb. Besides writing up a proper budget for any projects you undertake, it can be important to seek out a hardware store that excels in the area of value for money.

Customers of both Masters and Bunnings were most satisfied with the value of their hardware store purchase. Each brand achieved five stars; Mitre 10 and Home Hardware both secured four.

Service and advice

If a project is going over your head – no matter how big or small it may be – it pays to heed the advice of the professionals. Mitre 10 stood in front for customer service, achieving five stars in this area. Masters, Home Hardware and Bunnings all achieved four star ratings for their service and advice.

Range of brands

Bunnings customers were most satisfied with the range of brands available at their hardware store, which earned the brand five stars. Masters received four stars in this area; Mitre 10 and Home Hardware each secured three.

Range of products

Whatever you’re interested in, a good hardware store will cater to your needs with a wide range of products. Bunnings achieved five stars for its product range, Masters followed with four, and Mitre 10 and Home Hardware both finished with three.

Layout of store

Both Masters and Bunnings received five star ratings for the layouts of their stores. Mitre 10 and Home Hardware each received four stars for their respective layouts.

Online store / catalogue

Masters earned five stars the top rating for its online store and catalogue. Home Hardware came next with four stars, and Mitre 10 and Bunnings both followed with three.