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Australia’s Most Loved Retailers Revealed

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By Published On: May 7, 20240 Comments

Power Retail’s latest report highlights Australian consumer’s favourite retailers with THE ICONIC coming out on top.

Power Retail’s Most Loved Retailers Report reveals the most beloved retailers among Australian customers.

Drawn from surveys of over 12,000 authentic online shoppers, the 25+ page report, sponsored by CrescoData, highlights the champions in retail right now, broken down amongst varying factors such as age group, product category and selling channel. 

Determined by a widely known Net Promoter Score (NPS) system, of the top ranked Australian retailers, fashion and accessories brands came out swinging receiving the highest scores, with health and beauty players following.

The top ten Most Loved Australian retailers are: THE ICONIC, City Chic, Forever New, Dusk, Mecca, Adore Beauty, Pet Circle, Sketchers, Bonds, and Repco. 

A consistent theme amongst these top ranking retailers is a priority on customer experience and a focus on personalised shopping experiences.

For example, THE ICONIC has a real customer-first mentality that shoppers gravitate towards. They also have an efficient returns process, eliminating the major deterrent for online shopping. Similarly, Pet Circle offers conveniences to their shoppers like auto delivery and free vet advice.Mecca also ranks so highly because of their loyal customer base that they leverage with their Beauty Loop tiered program, rewarding customers for their loyalty with customised gift boxes. 

“For retailers to be loved by People, you first need to GIVE love,” says customer experience design specialist Greg Randall, Comma Consulting. The report features his insights into what retailers can do to strengthen their relationships with customers and come out on top, including becoming a better listener, proactive communication, and empowering the subconscious mind.

David Fear, Head of Data at Power Retail says, “With this being our first-ever Most-Loved Retailers Report, it was important that we surveyed a wide selection of respondents who encompassed diverse demographics and geographic regions across Australia to ensure our results reflected a variety of Australian consumers. 

“The culminating data provided us with valuable insights that were two-fold: first, into where customer satisfaction and loyalty currently lie with leading online retailers and next, what this says about customer expectations in 2024.”

Interesting, of the overall top ranked retailers, the majority were multi-channel proving that customers still enjoy having a variety of touchpoints and engagement, which locks-in their long-term loyalty. 

We’ll continue to monitor this data throughout the year with the vision that it will become an integral tool for retailers to track their progress as they develop their customer service and loyalty strategies.

For more insights, download The Most Loved Retailers Report here.

About the Author: Rosalea Catterson

Rosalea is the Editor of Power Retail. With a keen interest in consumer behaviour and tech, she covers everything ecommerce and hosts the Power Retail Power Talks Podcast.

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