Bunnings tops the charts in new customer excellence report, while other supermarkets and banks falter
By
- Replies 9
Are you ever left feeling unappreciated after shopping at the supermarket or dealing with your bank? Then you’ll be surprised to see which Aussie brand has emerged as the clear leader when it comes to a new customer experience excellence report for 2023.
According to the report, it seems that some people who frequent specific stores and retailers have been pampered with the best customer experience for this year.
Hardware store giant Bunnings has secured the top spot in the latest Klynveld Peat Marwick Goerdeler (KPMG) Customer Experience Excellence Report. Based on a survey of over 2,500 Australian consumers, it seems that major supermarket chains and the ‘big four’ banks were absent from the list of top brands praised for their customer service.
So, what is it about Bunnings that’s making it the preferred choice for Australians? According to KPMG’s report, shoppers are now gravitating towards brands that offer more than just products or services. They seek a blend of economic value, purpose, personalisation and digital integration in their shopping experiences.
'In 2023, Australian customers are becoming savvier and demanding more from their brands: more value for their dollar, more seamless, omnichannel processes and more personalised experiences,' the report read.
‘Interestingly, despite dealing with the effects of higher living costs, Australians, like their global counterparts, remain willing to pay more for brands whose values align with their own,’ it added.
This shift has seen supermarkets and banks who have a more ‘traditional’ approach to their services lagging behind in customer excellence.
Carmen Bekker, Partner-in-Charge at KPMG Customer, also said that the retail landscape has evolved over the past few years.
'2023 has presented Australian brands with challenging conditions. Inflationary pressures are reducing consumer spending, so retailers are treading a delicate balance between delivering the exceptional experiences that maintain customer loyalty while consolidating costs,' she said.
'Those in the top 10 have a customer-centric culture, have simple and easy-to-use digital products and services and use technology to help enable resolution of questions or complaints.'
The non-grocery retail companies have filled the top 10 list, with Bunnings acquiring the number 1 spot for the first time, followed by The Body Shop and Mecca. The exclusion of supermarket chains can be a sign of a possible misalignment of their strategies and the growing service expectations of Aussie consumers.
In relation to this, the big four financial institutions such as National Australia Bank, Commonwealth Bank, Westpac, and ANZ’s omission in the list recommends that they may need to reassess and amend their engagements towards customer service and satisfaction.
'Interestingly, compared to 2021, we’ve seen some of Australia’s large financial institutions and grocery stores making inroads, in particular around personalisation; knowing their customer, and resolution; helping customers resolve questions,' Bekker added.
Bekker also noted that, although grocery supermarkets and financial institutions have made changes and progress in personalisation and customer service resolution, the change wasn’t enough to be included in the list for 2023.
If you’re looking for top-quality service and excellent customer experience, then a trip to Bunnings or these top 10 brands might be worth the effort.
What do you think of the list, do you agree, or are there some companies worthy to be included? Share your thoughts with us in the comments below!
According to the report, it seems that some people who frequent specific stores and retailers have been pampered with the best customer experience for this year.
Hardware store giant Bunnings has secured the top spot in the latest Klynveld Peat Marwick Goerdeler (KPMG) Customer Experience Excellence Report. Based on a survey of over 2,500 Australian consumers, it seems that major supermarket chains and the ‘big four’ banks were absent from the list of top brands praised for their customer service.
So, what is it about Bunnings that’s making it the preferred choice for Australians? According to KPMG’s report, shoppers are now gravitating towards brands that offer more than just products or services. They seek a blend of economic value, purpose, personalisation and digital integration in their shopping experiences.
'In 2023, Australian customers are becoming savvier and demanding more from their brands: more value for their dollar, more seamless, omnichannel processes and more personalised experiences,' the report read.
‘Interestingly, despite dealing with the effects of higher living costs, Australians, like their global counterparts, remain willing to pay more for brands whose values align with their own,’ it added.
This shift has seen supermarkets and banks who have a more ‘traditional’ approach to their services lagging behind in customer excellence.
Carmen Bekker, Partner-in-Charge at KPMG Customer, also said that the retail landscape has evolved over the past few years.
'2023 has presented Australian brands with challenging conditions. Inflationary pressures are reducing consumer spending, so retailers are treading a delicate balance between delivering the exceptional experiences that maintain customer loyalty while consolidating costs,' she said.
'Those in the top 10 have a customer-centric culture, have simple and easy-to-use digital products and services and use technology to help enable resolution of questions or complaints.'
The non-grocery retail companies have filled the top 10 list, with Bunnings acquiring the number 1 spot for the first time, followed by The Body Shop and Mecca. The exclusion of supermarket chains can be a sign of a possible misalignment of their strategies and the growing service expectations of Aussie consumers.
In relation to this, the big four financial institutions such as National Australia Bank, Commonwealth Bank, Westpac, and ANZ’s omission in the list recommends that they may need to reassess and amend their engagements towards customer service and satisfaction.
'Interestingly, compared to 2021, we’ve seen some of Australia’s large financial institutions and grocery stores making inroads, in particular around personalisation; knowing their customer, and resolution; helping customers resolve questions,' Bekker added.
Bekker also noted that, although grocery supermarkets and financial institutions have made changes and progress in personalisation and customer service resolution, the change wasn’t enough to be included in the list for 2023.
Key Takeaways
- The KPMG Customer Experience Excellence Report for 2023 has placed Bunnings as the top brand for customer excellence, marking a shift in Australian consumer preferences.
- Australian shoppers now seek a blend of economic value, purpose, personalisation and digital integration in their shopping experience.
- The report signals a potential disconnect between the strategies of Australia’s supermarket chains and the big four banks and the evolving expectations of Australian consumers, with neither making the top 10 list.
- Carmen Bekker, Partner-in-Charge at KPMG Customer, noted that financial institutions and grocery supermarkets have made progress in areas such as personalisation and customer resolution, but it has not been enough to be included in the list.
If you’re looking for top-quality service and excellent customer experience, then a trip to Bunnings or these top 10 brands might be worth the effort.
What do you think of the list, do you agree, or are there some companies worthy to be included? Share your thoughts with us in the comments below!
Last edited by a moderator: