The whiteware stores New Zealanders like the most

Recently, as part of our retailer survey, nearly 1,000 people told us about the times they had to buy whiteware this year. It’s given us an indication of which stores are providing the best experience.

One store stood out as the best. 100% Appliances customers were the happiest with their experience – 87% said they were very satisfied. We gave the retailer our People’s Choice award for that top mark.

Kitchen Things wasn’t far behind with 84% of its customers very satisfied, followed by Smiths City with 79% very satisfied.

The two big stores were next, with Harvey Norman customers a bit happier than Noel Leeming’s.

Harvey Norman vs Noel Leeming

Harvey Norman was the store the most respondents had bought whiteware from this year, followed by Noel Leeming. Of the two, Harvey Norman came out with the slightly higher overall satisfaction rating (70% vs 67%).

Harvey Norman was the better when it came to questions regarding how easy it is to get your hands on the products you want. It scored higher for its range of products, availability of products and delivery time frames.

Harvey Norman was also rated higher for its expertise – 55% vs 45%.

But Noel Leeming customers were happier with the prices of items and also the price of delivery.

Both stores got the same rating – 70% very satisfied – for their point-of-sale service. And both were found lacking when we asked about after-sales service. Just 36% of Harvey Norman customers and 35% of Noel Leeming customers agreed they provided hassle-free returns.

Other interesting findings

• Farmers stood out for getting the lowest scores for its range of products (41% very satisfied) and availability of products (51% very satisfied).

• Two stores appear to be giving exceptional customer service – Kitchen Things and 100% Appliances.

• 100% Appliances customers were happiest with the prices they paid, while Harvey Norman customers were the unhappiest.