2012 Hardware Store Ratings
Posted by Canstar Blue October 11th 2012
You are viewing the 2012 archived ratings for Hardware stores. These ratings have been archived, and may not be relevant to current Hardware Store satisfaction.
Do you have the right tools for your next DIY home project? Compare some of the best hardware store brands using our customer satisfaction ratings comparison.
Most Satisfied Customers | Bunnings
Bunnings received five star ratings for overall satisfaction, value for money, range of brands, range of products and store layout.
Home improvement TV shows get New Zealand ladies into DIY mode
Dreams of brand new kitchens and the inspiration from renovation TV shows have encouraged a third of the respondents to our recent customer satisfaction survey to take on their own home renovations.
Interestingly, more women (44%) set themselves the DIY challenge after watching home renovation shows; while fewer men were similarly inspired (28%).
The renovation urge was not satisfied at the end of the project either. 86% of respondents felt they could tackle another home renovation (such as bathroom or kitchen upgrades) after completing their first significant home makeover.
With many New Zealanders involved in DIY activities, a good hardware store can become a second home. Our survey also looked at customer satisfaction with hardware stores, with Bunnings receiving our most satisfied customers award for hardware stores this year.
Placemakers, Hammer Hardware and Mitre 10 were also rated in this set of results.
Looking more closely at these results:
- Bunnings stood out with five stars for overall customer satisfaction, value for money, service and advice, range of brands and range of products.
- Hammer Hardware received five stars for service and advice, and
- Mitre 10 received a five star rating for its online store and catalogue.
The survey also found that despite their initial enthusiasm for taking up a home renovation project, some New Zealanders couldn’t quite follow through. More than a quarter of survey respondents had started a home renovation in the past, but had never finished it.
At the other end of the spectrum, one third of respondents preferred to pay for a handyman’s services instead of completing their DIY project themselves. Furthermore, 33% of women (versus 18% of men) would rather enlist a handyman’s expertise than wait for their partner to complete a DIY project.
Overall customer satisfaction
Customers determined to do over their home’s design were most satisfied with Bunnings as their hardware store of choice; earning the brand a five star rating in this category. All other rated brands – Placemakers, Hammer Hardware and Mitre 10 – received four stars for overall customer satisfaction.
Value for money
Bunnings took out a five star rating for value for money, ahead of Placemakers and Mitre 10 with four stars each. Hammer Hardware received three stars for value for money.
Service and advice
Great customer service and advice in a hardware store can make it easier for novices and experts alike to get the tools they need for their home project. Both Hammer Hardware and Bunnings received five star ratings for service and advice, followed by Placemakers and Mitre 10 with four.
Range of brands
Bunnings took out five stars for their available range of brands, followed by four star recipients Placemakers and Mitre 10, then Hammer Hardware with three.
Range of products
Catering to everyone’s DIY interests can be tricky. However, Bunnings was a good choice for customers in this regard, achieving a five star rating for its range of products. Following with four stars was Mitre 10, then Placemakers and Hammer Hardware with three.
Online store / catalogue
Customers of Mitre 10 were most satisfied in this survey with their hardware store’s online store and catalogue. Following Mitre 10’s five star achievement was Bunnings with a four star rating, then Placemakers and Hammer Hardware with three.
Frequently Asked Questions
Canstar Blue commissions Your Source to regularly survey 2,500 New Zealand consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from hardware stores customers within the survey group who have made a purchase in the last 12 months – in this case, 1,983 people.
Brands must receive at least 30 responses to be included. Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.