* Overall satisfaction is an individual rating and not a combined total of all ratings. By default, brands with equal overall satisfaction ratings are sorted by the mean overall satisfaction score as rated by consumers. You can click the arrows at the top of any column in the table to sort by the results in that column. Canstar Blue research finalised in July 2023, published in July 2023.
Aussies have rated Chemist Warehouse as the top brand in Canstar Blue’s inaugural beauty retailer ratings, with the brand rated five stars for customer service, value for money, checkout experience and overall satisfaction.
Our review compares beauty retailers on customer satisfaction, so you can find out what other Aussies think about the compared brands before you go ahead with a purchase. Think of it as like asking hundreds of your closest mates which beauty retailer they think is best!
Respondents rate their satisfaction with their beauty retailer brand(s) from zero to ten, where zero is extremely dissatisfied and ten is extremely satisfied. Brand satisfaction was rated by respondents on the following criteria:
Overall satisfaction: measures consumer satisfaction with a beauty retailer brand as an individual score NOT a combined total of all criteria.
Customer service: the beauty retailer’s staff were readily available to find and assist, and provided useful and personalised recommendations (i.e. which products that worked well with skin/hair types, etc.).
Range of products/brands: the beauty retailer stocked a wide variety of products and brands.
Value for money: the cost is reasonable for the quality and range of products from the beauty retailer.
Store/website layout & experience: the beauty retailer had well-presented stores and website, where products were easy to find, and the stores were easy to move around in.
Checkout experience: the beauty retailer had a simple and efficient checkout system, and accepted multiple payment types.
The winning brand is the one that receives the highest Overall satisfaction rating once all the scores from the Overall satisfaction criteria are combined and averaged.
Overall satisfaction is asked as a specific question and represents an individual measure, not a combined total of all criteria.
When we cannot determine a clear winner from the criteria for the Overall satisfaction rating, we will then look at the other criteria measured in the rating.
The brand with the highest number of five-star ratings within the supporting criteria will become the five-star recipient in overall satisfaction, and thus win the award. If a clear leader still cannot be determined from the supporting criteria, joint winners will be declared.
Brands must have received at least 30 responses to be included, so not all brands available in the market have been compared in this survey. The brands rated in this survey are listed below in order of best overall satisfaction.
While known for being a pharmacy first, Chemist Warehouse offers more than just medicines and personal products, it stocks a wide variety of beauty products, from moisturisers and night creams through to teeth whitening kits, vitamin serums, mascaras, highlighters, lip sticks, face masks, foundation, body wash and more. Chemist Warehouse splits out its offerings into multiple categories to help you find what you need online, with the chain also stocking plenty of big-name brands, including the likes of L’Oreal, Maybelline, Revlon, Covergirl, Neutrogena and CeraVe, with free click and collect available for online orders.
Chemist Warehouse was rated five stars for customer service, value for money, checkout experience and overall satisfaction, with four stars for store/website layout & experience, and range of products/brands.
This report was written by Canstar Blue’s Site Editor, Dean Heckscher. He’s our resident expert on all things automotive, health & fitness, streaming and more. Dean is also one of Canstar Blue’s customer research report producers, helping to turn complicated subjects into easily-digestible information for our readers. He’s passionate about helping consumers make better-informed purchase decisions on all manner of consumer goods and services.
Samantha Howse is Canstar Blue’s Consumer Research Specialist, coordinating the consumer research program behind our customer satisfaction awards across Canstar and Canstar Blue in Australia and New Zealand. Sam has earned a Bachelor of Business (Marketing) from Griffith University and, with seven years in market research and 2 years in marketing, she is experienced in survey design, implementation and analysis, coupled with an understanding of marketing principles and best practice.
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