Of the other shoe retailers in the report, Spendless was second with 83.6% of customers satisfied (over four percentage points behind The Athlete’s Foot). Payless and Williams were equal third with 83%, closely followed by Mathers (82.7%). Betts shoe stores rank bottom of all the shoe stores tracked, recording a satisfaction score of 76.8%.


Satisfaction* with Shoe Stores – 12 months to March ‘10


Source: Roy Morgan Single Source April 2009 - March 2010. Base: Total bought from one or more shoe store(s) in the last 4 weeks (aged 14+) n=2,105. N.B. Total shoe stores includes only the stores shown. *Satisfaction Rating based on respondents who were “very satisfied” or “fairly satisfied” with each store bought from in the last 4 weeks.


George Pesutto, Industry Director – Consumer Products, Roy Morgan Research, says:

“The Athlete’s Foot has the higher customer satisfaction of all shoe stores and is the only one to show an upward trend from late 2009 when all were similar. They are now nearly 5 percentage points above the average for all shoe stores and four percentage points above their nearest competitor.

“Spendless Shoes, Payless Shoes, Williams the Shoeman and Mathers have less than one percentage point separating all four stores, but such a significant gap to reach the top spot. There is a lot of work to do in order to catch up to The Athlete’s Foot, who focuses almost entirely on sporting and leisure footwear and leads customer satisfaction in the shoe store category.”
 

Click here to purchase a detailed Roy Morgan Report ranking 80 Australian Non-Food Retailers by Customer Satisfaction (including trends in satisfaction over 5 years) or for detailed Roy Morgan Target Profiles of the customers of Major Retailers in Australia.

Click here to purchase detailed Target Profiles available of customers of these stores.


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