22 October 2019
In a study released today by Canstar Blue, Mitre 10 has emerged as New Zealand’s top hardware store in terms of customer satisfaction. Survey respondents awarded Mitre 10 five-star ratings for service and advice, range of brands, range of products and overall satisfaction.
“Our research shows the level of service and advice offered by DIY stores is the most important driver of customer satisfaction,” says General Manager Canstar New Zealand, Jose George.
Just under a third of respondents said they valued service and advice the most, with 30% citing value for money as their key driver of satisfaction.
Mitre 10 Chief Executive Chris Wilesmith says the award is further recognition for the customer service Mitre 10 is known for.
“We’re really proud to have received this recognition from our customers. Customer satisfaction encompasses so many things, so this is an award that acknowledges the work of every member of the Mitre 10 team, from our frontline customer service teams right through to our category teams that ensure we have the right products on the shelves.”
The study also found that 88% of respondents have completed DIY projects with nearly a quarter saying they had been inspired to try DIY after watching a show on television.
Nearly half of those surveyed said they referred to online ‘how to’ tutorials to learn how to tackle that job around the house.
The Canstar Blue survey also reported that Kiwis were pretty pleased with their efforts around the house. A total of 79% of respondents reported their DIY efforts as a success, with only 4% of respondents having to call in experts to finish the job. When it comes to motivation, saving money drove 78% of respondents to pick up a hammer, with 60% also admitting to enjoying the experience.
But it’s not just DIYers frequenting the aisles of their local hardware stores. Nearly two thirds of respondents said that they visit hardware stores for non-DIY items such as containers, storage, home and garden wares, and plants.
“This indicates our DIY stores are responding to the increasing number of Kiwis renting or living in smaller units by catering to those looking to undertake general home improvements alongside traditional construction-related jobs,” says George.
Find out more about the survey results here: https://www.canstarblue.co.nz/home-garden/diy-stores/
Canstar Blue commissioned Qualtrics to survey New Zealand consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from New Zealanders who have made a purchase from a hardware store in the last 12 months– in this case 2138 New Zealanders.