Skip to content   Skip to footer navigation 

CHOICE Appliance Retailer Satisfaction Survey reveals best and worst retailers

CHOICE members have rated Betta Home Living the number one bricks and mortar appliance store in the country, according to CHOICE’s Appliance Retailer Satisfaction Survey.

CHOICE members have rated Betta Home Living the number one bricks and mortar appliance store in the country, according to CHOICE’s Appliance Retailer Satisfaction Survey.

In the survey of over 6000 CHOICE members, participants were asked to rate appliance stores on the following criteria: 

- Range of products and brands available
- Value for money
- Customer service 
- Delivery
- After-sales service 

Betta, who scored first place in CHOICE’s survey on physical appliance stores, was praised for its customer service in particular. 

"CHOICE members commented that staff in Betta stores were very helpful and knowledgeable," says Matt Steen, Director of Reviews and Testing at CHOICE. "If there were any problems with products purchased, they were quickly resolved."

Betta also received good reviews for delivery and after-sales service. 

Target, however, did not fare so well. At the bottom of the pack, it received a dismal 65% when it came to overall customer satisfaction.

"In comments from CHOICE members who participated in the survey, Target was consistently called out for the fact that it was often difficult to access customer service in their stores," says Steen.

Target also tied for last place with Kmart when it came to delivery - not surprising given its poor customer service score. 

When it came to the performance of online appliance stores, Appliances Online was the clear winner. 

"We’ve had plenty of good feedback for Appliances Online anecdotally over the last few years," says Steen. "In this particular survey, they’ve topped every category we’ve asked about."

Harvey Norman, while not receiving a terrible score, came in last. 

"The problems seemed endless with Harvey Norman," Steen says. "Delivery time, expense, installation, and problems with breakages in delivery were all issues brought up by CHOICE members in our survey."
 

Here’s how the top 5 Aussie brick and mortar stores we surveyed scored for overall customer satisfaction:

And here’s the top 6 online stores: 

Infogram for bricks and mortar stores available here: https://infogram.com/best-shops-for-electronics-1hxr4zn7818e4yo

Infogram for online stores available here: https://infogram.com/best-online-retailers-1h7j4djlmplx4nr?live

Media contact: Katelyn Cameron, 0430 172 669, media@choice.com.au