Satisfaction with Major Retailers

Jan 16, 2012

Q. How satisfied are you with the following?

Total satisfied Total dissatisfied Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied Don’t know
The range of products available at major retailers 55% 14% 8% 47% 30% 12% 2% 2%
Prices of goods at major retailers 30% 34% 2% 28% 35% 26% 8% 2%
Quality of goods available at major retailers 46% 16% 4% 42% 36% 13% 3% 1%
Standard of service at major retailers 31% 36% 3% 28% 33% 24% 12% 1%

Overall, respondents were satisfied with the range of products and quality of goods available at major retailers.  Only 14% were dissatisfied with range of products and 16% with the quality of goods available. There were no major differences by demographics on these two issues

However, they were mixed opinions concerning process and standard of service. Older respondents were least satisfied with prices – 41% of under 35’s were satisfied compared to 24% of over 55’s. Customer service was more an issue for older respondents – 45% of over 55’s said they were dissatisfied and only 21% satisfied.

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On-line Purchasing – Products

Jan 17, 2011

If bought online in last 12 months –

Q. Which of the following products have you purchased on-line from Australian or overseas companies in last 12 months?

Purchased from Australian companies Purchased from overseas companies Not purchased
Books 34% 25% 50%
Music and video 36% 19% 52%
Clothing and shoes 37% 18% 54%
Computers and computer accessories 35% 19% 55%
Cameras 11% 6% 85%
Electrical appliances 25% 8% 69%
Furniture 12% 2% 86%
Wine and food 27% 4% 70%
Other products 52% 28% 37%

* Note – percentages are based on the respondents who said they bought online in the last 12 months.

Of those who had bought online, the most common purchases were books (50%), music and video (48%) clothing and shoes (46%) and computers and accessories (45%).

Respondents were more likely to buy products online from Australian companies – for most products, they were about twice as likely to buy from Australian companies as from overseas companies.

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