The report found Home Hardware was the clear leader in customer satisfaction of hardware stores with 89.2% of its customers satisfied. Bunnings (86.3%) was second, closely followed by Mitre 10 (86.0%), and rounding out with True Value Hardware (84.8%).


Satisfaction* with Hardware Stores


Source: Roy Morgan Single Source July 2009 – June 2010. Total bought from one or more hardware store(s) in the last 4 weeks (aged 14+) n=10,696. N.B. Total hardware 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:

“With almost nine out of ten of their customers satisfied, Home Hardware has not only held their top position in the hardware satisfaction category, but has also made it into the overall top 10 for all stores.

“There were small gains in satisfaction from both Mitre 10 and Bunnings in the results for the latest quarter, allowing some ground to be made up on Home Hardware, whilst the ranking of the stores in the hardware category remains unchanged.

“Despite adding more than two percentage points in the 6 months to June, True Value Hardware still sits well behind Mitre 10 and Bunnings.”

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) and click here for detailed Roy Morgan profiles of the customers of major retailers in Australia.


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