* 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. ^ By clicking on a brand or ‘details’ button, you will leave Canstar Blue and be taken to our referral partner to compare. You agree that Canstar Blue’s terms and conditions apply to this referral. If you click on a brand that our referral partner does not cover, you will be taken to a brand page on Canstar Blue. Canstar Blue research finalised in February 2023, published in February 2023.
Harris Scarfe topped Canstar Blue’s department stores ratings, with Aussies rating the retailer five stars for its checkout experience, website & store layout, deals & specials and overall satisfaction.
Whether you prefer shopping for cheap and cheerful everyday essentials or want to score deals on big-name brands − department stores always seem to be a go-to. In fact, nearly a third of people we surveyed (28%) typically visit the same department store with price and convenience always front of mind. Conversely, Aussies now have more choice than ever when it comes to where they can spend their hard-earned cash because brick-and-mortar shops are forced to compete with online stores for retail spending. Competition tends to drive prices down, which is good news for us shoppers! If you’re still unsure where to head for your next shopping trip, we’re here to offer some guidance.
Respondents rate their satisfaction with their department store(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 department store as an individual score NOT a combined total of all criteria.
Value for money: the prices at the department store were reasonable given the quality and variety of products available.
Checkout experience: the checkout experience was simple and efficient, and offered a self-service or cashier option.
Website & store layout: the department store website and/or app was easy to navigate and the process for ordering and paying for products was simple and efficient, with the store layout easy to navigate and find items in.
Variety & range: the department store stocked a wide range of products from a variety of brands.
Customer service: the department store staff were readily available, helpful and could resolve issues effectively.
Loyalty program: the department store offered a loyalty program that provided good savings or rewards to shoppers.
Deals & specials available: the department store offered frequent specials and deals to help save money on each shop.
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.
1. Harris Scarfe
2. Big W
5. David Jones
Harris Scarfe wrapped up a win with five stars for checkout experience, website & store layout, deals & specials available and overall satisfaction. Big W scored some big wins, with five-star reviews for checkout experience, website & store layout, variety & range and for its loyalty program.
Kmart enjoyed five stars for value for money, and shared five stars with Myer and David Jones for variety & range. Additionally, David Jones streaked ahead to also claim a win for checkout experience and customer service.
Harris Scarfe is an Australian department store, offering a huge range of homeware, kitchenware, electrical appliances and clothing. Compared to other big name department store brands, Harris Scarfe has fewer retail locations, with 52 stores across South Australia, Victoria, New South Wales and Queensland, so you’ll have to be lucky to be able to shop in store. If you live outside these states, you’ll be happy to know the department store has a strong e-commerce presence, and you can shop their range from the comfort of your couch anytime you like.
Harris Scarfe scooped up five stars for checkout experience, website & store layout, deals & specials available and overall satisfaction. It settled on four stars for value for money, variety & range and customer service.
High-end vs budget department stores
Premium and upmarket department stores are a great one-stop shop for sales on big brands and luxury goods but keep in mind they’re not always the best for consumers looking to score real value. Our survey results certainly show an interesting split between high-end and budget department stores. Our latest ratings suggest that although Harris Scarfe won, the majority of consumers prefer more budget-friendly retailers, after Big W and Kmart scored above high-end retailers David Jones and Myer as Aussies’ top-rated department stores. Budget store Target did sit at the bottom of the ratings, with three stars for value for money, variety & range and deals & specials, suggesting that while shoppers appreciate low prices, they also want choice, variety and a consistently attractive deal as well. Wherever you decide to shop, make sure to compare retailers and prices online to score the best deals.
This report was written by Canstar Blue’s Content Producer Luciana Lawe Davies. She writes about streaming, appliances and consumer products and services. Luciana enjoys bringing readers the best in what’s on TV and at the shops, including the best deals and latest reviews.
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