Retailer satisfaction survey 2022

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).