How Rockmans hit the top for customer satisfaction
Rockmans has been revealed as Australia’s leading clothing store for customer satisfaction according to research conducted by Roy Morgan. The report found that Rockmans had a market-leading customer satisfaction rating of 91.9 per cent, up 3.1 per cent from it’s 2017 rating.
Rounding out the top five were Jeanwest (91.3 per cent), Sportsgirl (90.1 per cent), Just Jeans (89.1 per cent) and Katies (89.0 per cent). The biggest improver over the past 12 months was Just Jeans which improved its customer satisfaction by 8.3 per cent while Katies also showed substantial improvement up 6.2 per cent. While the top performers were recognised, research also found that the average clothing store customer satisfaction rating was 86.2 per cent, up 1.3 per cent on last years numbers.
Roy Morgan CEO Michele Levine said Rockmans’ results came on the back of a strong start to 2018. “The high customer satisfaction of Rockmans on 91.9 per cent and the strong performance of Jeanswest, Sportsgirl, Just Jeans and Katies show the high regard many clothing store retailers enjoy. “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. “Although the old axiom that ‘any publicity is good publicity’ may apply to celebrities, when it comes to businesses in a competitive marketplace, avoiding bad news and the reputational damage that accrues from poor service must be avoided at all costs.”