Borders slipped from its first place position of December 2009, down by one point (93.3% in the average 12 months to Dec ’09) allowing Jacqui E to take the top spot after gaining 2.3% points from the previous results in December ‘09. Priceline/Priceline Pharmacy descend from second place in December 2009, to fifth in the March 2010 results, after dropping 1.9% points in customer satisfaction.


Retail Satisfaction – Top 10 Performers


Source: Roy Morgan Single Source April 2009 - March 2010 (n=18,929). *Satisfaction Rating based on respondents who were “very satisfied” or “satisfied” with each store bought from in the last 4 weeks.


Norman Morris, Industry Communication Director, Roy Morgan Research, says:

“Satisfaction amongst Jacqui E' customers is currently higher than any other retailer according to the March 2010 Retail Satisfaction report, and highest among its customers in Victoria. The results also show that while there has been a marginal drop for Borders in customer satisfaction levels, the chain is still delivering an extremely high overall satisfaction result, keeping them ahead of Dymocks, who improved marginally on the previous results and round out the top 3 stores.

“What is interesting is the small margin that separates the remainder of the 7 stores in the top 10. With less than half a percentage point between them, it will not take much to move up and gain a top 3 position. However, it’s the prized top position that will take some considerable effort to achieve as well as maintain.”

 

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