Harris Scarfe tops customer satisfaction

Harris Scarfe has topped customer satisfaction in the discount department store space for the year to September, having grown faster than any other retailer according to Roy Morgan’s latest discount department stores satisfaction report

According to the report, Harris Scarfe rose from an 86 per cent satisfaction rating to 91 per cent over the last year – a growth of five per cent. The next closest competitor was Best & Less, which grew from 86 per cent to 89 per cent. 

Big W saw a 1 per cent growth to 88 per cent, while Costco and Kmart stayed stable over the year at 88 per cent and 89 per cent respectively. 

“Customer satisfaction ratings are at a high level currently, with all top five stores enjoying a rating of at least 88 per cent,” Roy Morgan chief executive Michele Levine said. 

“These excellent ratings show that traditional retailers… are taking the taking the threat posed by online retailers seriously.

“In an increasingly competitive environment, with intense competition on price and service from online retailers such as Amazon, maintaining a high level of customer satisfaction and building a reputation of trust is key.”

Target Country landed just outside the ‘top five’ at 87 per cent – a 4 per cent growth year on year. 

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