The awards were held at the Langham hotel in Auckland to celebrate excellence in celebrate excellence business innovation, exporting, customer service delivery, best emerging business, marketing, business leadership, and strategy and planning.
Mighty Ape “customer service monkey” Scarlett Winter says the company had placed customer satisfaction as one of its core drivers since inception. She says others rely on discounting and promotions to see success.
“Customer service has been pushed hard by our team and this award shows online can deliver exemplary experiences when done right.”
Winter says keeping Mighty Ape’s delivery timeframes tight has been a priority. Allowing for easy communication between customers and staff also contributed to the win.
“Of course our pricing is very competitive, but long-term it is also about leading the online space with innovations like the same-day delivery option recently opened up to over 70 per cent of Kiwis [those living in Christchurch, Wellington and Auckland].”
Mighty Ape is one of New Zealand’s top 10 most popular commerce websites according to Nielsen’s 2014 online report. At number one, Trade Me dwarfs the other websites on the list with a monthly audience of 1,875,000, allowing it to actively reach 56 percent of New Zealanders.
The Warehouse is the biggest retail presence on the list, but Mighty Ape is first in terms of Kiwi-owned online-only retail. It sees 377,000 people each month, with a reach of 11 percent, and in 2014 it was second only to Amazon in terms of online purchase rate, beating The Warehouse by one percentage point. Nineteen percent of Mighty Ape’s online shoppers had made a purchase over the three months prior to the report.
Mighty Ape marketing and development manager Dylan Bland is proud of the company’s popularity: “More people may currently visit The Warehouse thanks to their large reach, but more people choose to shop at Mighty Ape.”
Auckland Chamber of Commerce chief executive Michael Barnett says the Best of the Best awards “recognise an outstanding demonstration of the diversity, innovation and opportunity Auckland has within its business community.”