The Good Guys is leading the electrical retail industry when it comes to customer satisfaction, according to new Roy Morgan research, beating out rivals Retravision, Betta Electrical and Dick Smith.
The Roy Morgan Retail Satisfaction Report for June found The Good Guys lead in the electrical stores category, with 90 percent of its customers either ‘very’ or ‘fairly satisfied’, ahead of Retravision with 88 percent, Betta Electrical at 86 percent and Dick Smith at 84 percent.
Roy Morgan Industry Communications Director Norman Morris said another positive result in the latest quarter for The Good Guys has placed the retailer in a strong position in the electrical category, and put it in the top 10 of all retailers monitored for the report.
“This gives The Good Guys a two percentage point advantage over nearest rival Retravision for satisfying more of their customers, and a full four percentage points ahead of Betta Electrical. Dick Smith still lag in last place in the category but increased their satisfaction levels marginally from the previous quarter.”
According to Morris, as strong exchange rates continue to make online bargains more appealing, electrical retailers need to be competitive on price and be willing to go the extra mile in customer service.
“The Good Guys are obviously up there alongside retailers leading in satisfaction, but with the other electrical stores not too far behind, the difference may just be taking those few extra steps to assure customers return to your store.”