HomeNEWSNew Zealanders choose their customer service winners for 2020

New Zealanders choose their customer service winners for 2020

Every year Reader’s Digest commissions an independent market research company to survey New Zealanders’ opinions of a range of service providers.

This year, a total of 1,500 New Zealanders of a mixed demographic were asked to rate their experience of service provided by businesses and organisations across 40 different categories. Survey questions included the following:

Personalisation: how well as the company able to provide the consumer with an individualised customer experience?

Understanding: how effectively was the company able to demonstrate a genuine insight into the customer’s needs?

Simplicity: how quick and easy was the process of dealing with the company?

Satisfaction: to what level did the company meet or exceed the customer’s expectations?

Consistency: did the company deliver ongoing quality service?

Reader’s Digest editor-in-chief Louise Waterson says that while the pandemic may have shifted the standard markers of business success, customer service has remained core among those success markers.

“During the peak of the pandemic, the award-winning businesses remained savvy, clever and calm in their approach to customers, so much so that the importance of kindness and understanding once again became paramount”, says Waterson.

Among the winners were the following retail and hospitality outlets, some having been repeatedly chosen as winners, and other first time winners like meal plan delivery service Hello Fresh.

Campervan rentals: Jucy
Coffee shops & cafes: Starbucks
DIY/home improvement stores: Mitre 10
Electrical Appliance Stores: Noel Leeming
Flooring stores (excluding tiling and DIY stores): Carpet Court & Flooring Xtra
Furniture stores: Harvey Norman
Garden Centres: Kings Plant Barn
Liquor outlets: Liquorland
Loyalty cards: New World
Mobile phone service provider: Skinny
Optometrists: Specsavers
Paint & decorating stores (excluding DIY stores): Resene
Pizza franchise: Domino’s
Supermarkets: Countdown
Tiling stores (excluding DIY stores): Tile Warehouse
Tyre retailers: Bridgestone/Firestone

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