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22 February 2022

Which retailers have the most satisfied customers?

Find out which stores our members were happiest to shop at.

Shopping is personal – whether it’s lower prices or better service, we all have stores we swear by. But the next best thing to your own experience is someone else’s, so we asked consumers for their shopping anecdotes. Who knows? You might uncover your new favourite retailer.

About our survey

We asked Consumer members and supporters about shops they’d bought from over the past year. We quizzed them on their satisfaction with the experience, such as the quality of in-store, online and delivery services. We also asked about the sale, including how much was spent and whether an extended warranty was offered. Thanks to all who participated – ngā mihi nui ki a koutou.

We give our People’s Choice award to retailers that perform strongly in the survey. The retailer must be clearly ahead in its category – if a category has no clear winner, we won’t award People’s Choice. We also won’t issue an award if we have concerns about the company’s compliance with consumer law or standards of commercial practice.

Guide to the tables

  • Our survey was conducted from 19 October to 8 November 2021.
  • Numbers in brackets show how many survey respondents purchased from that retailer in the past 12 months. We only report on retailers with at least 30 responses in a category.
  • We use a 10-point scale where a score of eight or higher corresponds to “very satisfied”. Overall scores are the percentage of "very satisfied" respondents in each area.
  • ▲ = significantly higher than category average. ▼ = significantly lower than category average.
  • Point of sale service, Online shopping and ordering process, Price ​of delivery, and Delivery time frame results only include those who used that service.
  • Results in italics had a low sample size (less than n=30).

Large appliances

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Small appliances

Home technology

Mobile technology

Computing

Furniture and bedding

Hardware, building, plumbing or garden equipment

Sports and outdoors

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GYoung
11 Apr 2022
Noel Leeming vs Apple Store

I bought a MacBook Air for my 17 year old daughter. Two days later it stopped working; vertical lines on the screen. It had been on her desk from when she took it out off its box to when not stopped working. Dr Google Said it was likely to be a hardware fault. I took it back to Noel Leeming Napier first thing Monday morning. Salesperson was off for the day, manager declined to come out if his office so I dealt with another salesperson. I understand he had to look at the case carefully, but he spent 15 minutes going over the laptop with his fingertips and carefully looking, and seemed convinced that we had dropped it or physically damaged it in some way. He then asked another salesperson who gave him a few tips on where else to look for signs of damage. Finding none, they agreed to call Apple. Apple agreed to replace the machine immediately. I felt the Noel Leeming staff treated me as if I was lying to them about damaging the machine. I would not buy another computer from them. Much more satisfied with the support from Apple, even though I never even dealt with them directly.

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