The other retailers surveyed in the shoe store category, Number 1 Shoe Warehouse and Overland, both fell below the average for customer satisfaction for total shoe stores (83.2%) as well as the average of all 66 non food stores (83.8%) surveyed.

In the 12 months to December 2009, 86.5% of Foot Locker customers were satisfied, followed by Hannah’s (85.2%), Number 1 Shoe Warehouse (81.8%) and Overland (79.4%)’.


Satisfaction with Shoe Stores — 12 months to December 2009


Source: Roy Morgan Single Source January 2009 - December 2009.
(Total Shoe Store Customers n = 1,848 Total Non-Food Store customers n = 10,528).
*Satisfaction Rating based on respondents who were “very satisfied” or “fairly satisfied” with each store bought from in the last 4 weeks.


Mark Dansey, Head of New Zealand Operations, Roy Morgan Research, says:

“While Foot Locker has the highest score in the Shoe Store category at 86.5%, they are yet to establish a significant presence in New Zealand. Perhaps the best result has come from Hannahs with an 85.2% satisfaction rating. A uniquely New Zealand company, Hannahs was first established over 120 years ago and now has a high presence in many towns and cities. Foot Locker and Hannahs are clearly ahead of both Number 1 Shoe Warehouse (81.8%) and Overland (79.4%). The latter two companies are widely located but have yet to translate this presence into higher levels of customer satisfaction.”

 

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 Customer 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