Rockmans ranked highest in customer satisfaction
Rockmans had a rating of 91.9 per cent in the Roy Morgan Annual Customer Satisfaction Award putting it ahead of rivals Jeanswest, Sportsgirl, Just Jeans and Katies.
All five leading clothing stores have improved their customer satisfaction over the last year, according to Roy Morgan, with the average clothing store customer satisfaction increasing 1.3 per cent points to 86.2 per cent.
Rockmans is up 3.1 per cent points compared to the previous year and has started 2018 strongly winning several monthly awards. Rockmans last won the Roy Morgan Annual Customer Satisfaction Award for clothing stores in 2015.
Jeanswest, winner of the last two Roy Morgan Annual Customer Satisfaction Awards for clothing stores in 2016-2017, is just behind Rockmans at 91.3 per cent, up 2.4 per cent points on a year ago while Sportsgirl rounds out the top three up 1.9 per cent points to 90.1 per cent.
Just Jeans had the most notable improvement having improved its customer satisfaction by 8.3 per cent points to 89.1 per cent just ahead of another big improver Katies, up 6.2 per cent points to 89 per cent.
“The key to retaining existing customers and building a business by attracting new customers is being recognised and trusted for excellent customer service and high customer satisfaction, but also avoiding the damage to a business that arises from significant distrust towards a business or brand,” said Michele Levine, Roy Morgan CEO.
Access exclusive analysis, locked news and reports with Inside Retail Weekly. Subscribe today and get our premium print publication delivered to your door every week.
Inside Retail Polls
Aussie retailers need to diversify their revenue streams, or risk becoming one of the many brands announcing store… https://t.co/DCKX3A1MXT3 days ago
The Iconic is offering customers pre-paid postage labels to send old clothes in good condition to charity, rather t… https://t.co/49zjMkOGOH4 days ago