Reader’s Digest picks the crown jewels of customer service: Flight Centre, New World, Z, among the winners

  • News
  • May 1, 2015
  • Elly Strang
Reader’s Digest picks the crown jewels of customer service: Flight Centre, New World, Z, among the winners

The survey by Catalyst Research involved 1500 Kiwis.

 Survey respondents were asked to judge companies by their level of personalisation, understanding, simplicity, reliability and satisfaction.

They picked the companies with the best customer service across 24 categories, including travel agencies, supermarkets, department stores and electrical appliance stores.

Australian appliances shop Harvey Norman took the department store category honours. It has been in the New Zealand market for 18 years.

The company credits its sales training and staff product knowledge as key to its success.

“Staff are empowered to make decisions, so that solutions can be devised to suit customers’ unique needs,” it says.

Mystery shoppers are also regularly used in its stores to ensure its customer service is up to standard.

Farmers department store was the runner up.

Foodstuff’s New World was the gold winner of the supermarket category.

It first opened in New Zealand in 1963, and now has over 150 stores nation wide.

Managing director of Foodstuffs New Zealand Steve Anderson says the award is particularly special, as it is direct recognition from customers.

“Winning gold in our category proves that we are achieving our goal of delivering the best shopping experience to our customers every day,” Anderson says.

Foodstuffs was the reigning champ in the supermarket category, as it also took out the silver award for Pak’nSave.

Anderson says there’s still room for improvement, and for New World to be knocked off its top spot pedestal.

“New World better watch out next year,” he says.

Other winners include Flight Centre, which won best travel agency, 100% Appliances, which won best electrical appliance store, and Z, which won best petrol station. Gull was runner up.

FCO, which announced in February plans to pull out of the New Zealand market, won best hunting and fishing supplies. Hunting & Fishing was runner up.

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