2017 Electronics Stores

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2017 award for electronic retailers

Most Satisfied Customers | The Good Guys

The Good Guys remains Australia’s favourite electronic store, top of our customer ratings for the SEVENTH year in a row. The Good Guys earned five-star reviews in most research categories, including price compared to other retailers, value for money, product range, store layout, website and overall satisfaction.

Seven heaven for The Good Guys

It can be confusing just trying to sort through the tech specs just to figure out what you really want and need, but where you shop can be a big deal, too. Not only can prices vary, but the level and type of service you experience can be drastically different. Since Canstar Blue began rating electronic stores not long after the company launched in 2010, the retail landscape has gone through significant changes, with many big names coming and going. However, The Good Guys has remained steadfast, and for the seventh year in a row has topped our annual ratings for electronic stores. This is a remarkable achievement in a competitive environment. No other company has seen this level of success in the history of Canstar Blue reviews.

In addition to five stars for overall satisfaction in 2017, The Good Guys scored top marks for its price compared to other retailers, value for money, product range, store layout and its website. The other contenting retailers this year were Betta, Bing Lee, Officeworks – all scoring four stars overall – as well as Harvey Norman and JB Hi-Fi, both given three stars.

  • Betta was the only retailer to achieve five stars on point of sale service, as well as tying with The Good Guys on five stars for store layout
  • Harvey Norman tied with The Good Guys with top marks for its product range

The customer is always right

Particularly when it comes to big ticket items such as televisions, refrigerators and dishwashers, consumers can experience quite a difference when it comes to important factors such as price and service. Our survey identified point of sale service as the greatest driver of overall customer satisfaction, which makes perfect sense because first impressions are hugely important when it comes to spending hundreds or thousands of dollars. While getting a good deal on a new phone or laptop is important, it’s also important to have sales staff well-equipped to help you choose the right product. But do you actually like sales staff approaching you in store? We asked more than 2,000 shoppers and they told us:

  • Yes, as soon as I walk into a store is fine: 10%
  • Yes, but only after I’ve had a chance to look around: 71%
  • No, I do not like sales staff approaching me: 19%

Retailers take note! Judging which customers to approach as soon as they walk into a store is a key skill of good customer service. In fact the importance of good service in this environment really cannot be underestimated. We also asked survey respondents about the most frustrating aspects of shopping in a physical store and sales staff featured strongly:

  • A lack of sales staff to assist: 23%
  • Sales staff being too pushy: 21%
  • Not having the items wanted: 18%
  • A lack of knowledge from sales staff: 13%
  • Overcrowded store / no room to move: 11%
  • Long queues to pay at the checkout: 9%
  • Other: 5%

There are clearly a lot of things for retailers to get right if they’re going to keep their customers happy and coming back for more.

Shopping in-store vs shopping online

While buying electronics online is becoming more and more popular, and all of the retailers in our ratings offer some level of online purchase and delivery service, it’s not necessarily the best way to secure the best price. An inherent advantage of shopping in physical stores rather than online is the ability to negotiate on sticker prices. While this might not work on a $20 pair of earphones, many big ticket items can be haggled over. It’s not easy, and it can feel awkward, but it’s worth a go – 67% of our survey respondents said that when they purchase electronics in-store, they try to negotiate on price. Not only does shopping in-store give you the chance to negotiate on price but you can also benefit from the expert advice on offer – provided the sales staff know what they’re talking about, of course!

Whether you prefer to shop in-store or online, the key is to shop around and make sure you’re getting good value, whether that’s a good price, or good customer service. You may remember good service for longer than you remember how much you paid for something!

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Frequently asked questions

Canstar Blue commissioned Colmar Brunton to survey 3,000 Australian adults 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 an electronics retailer in the last 12 months – in this case, 2,055 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.