Over the last 12 months all the major electrical retailers in New Zealand have shown improvement in their level of customer satisfaction with the greatest gains being seen by Bond & Bond (up 3.9% to 83.8%) and Dick Smith (up 3.4% to 83.8%). This has resulted in the current situation where all the electrical retailers now have very similar ratings. Noel Leeming is now only marginally behind the market leaders with 81.7% (up 3.2%).

Satisfaction* with Electrical Stores — January to December 2009


Source: Roy Morgan Single Source January 2009 - December 2009. Total Electrical Stores, n=1,997, Total Non-food Store customers n = 10,528). *Satisfaction Rating based on respondents who were “very satisfied” or “satisfied” with each store bought from in the last 4 weeks.


Scott Muirhead, Customer Analytics Manager, Roy Morgan Research, says:

“The fiercely competitive electronics retail sector now shows very little variation in customer satisfaction across the major brands and this could lead to price being one of the very few factors determining customer retailer choice which puts increased pressure on profitability in the long term.”


The data used in this report is part of the Retail MAP that Roy Morgan collects in New Zealand, and is based on an extensive survey of over 11,000 respondents aged 14 and over each year. The retail information collected comprises information on channels, brands and product usage as well as attitudes, activities and extensive media usage.

Click here to purchase the report ranking 66 New Zealand Non-Food retailers.

This report provides an indication of satisfaction trends in New Zealand of non food retailers. It provides a ranking of satisfaction among 66 major retail stores measured and looks at long and short term trends for overall customer satisfaction, at the category level and then at the individual store level.

For more details contact:

info@roymorganonlinestore.com