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Overall supermarket customer satisfaction in Australia 2019

Supermarket customers are generally very satisfied overall with the leading Australian supermarkets. In a 2019 survey, 82 percent of respondents said they were satisfied with Foodland. By comparison, 81 percent of Harris Farm Markets customers and 76 percent of Costco customers also said they were satisfied. Australia’s two largest supermarket chains, Coles and Woolworths, didn’t fare so well, achieving 67 and 69 percent of satisfied survey respondents respectively.

Supermarket satisfaction

  In a 2019 survey about supermarket customer satisfaction, Foodland had the most customers who were satisfied with the company’s product range; 81 percent of respondents said they were happy with products the company sold. Comparatively, only 68 percent of Woolworths customers and 65 percent of Coles customers said they were satisfied. When asked about the quality of fresh produce, the results were similar; 87 percent of respondents said they were happy with the fresh products offered by Harris Farm Markets, compared to 65 percent of Woolworths customers and 64 percent of Coles customers. When it came to word of mouth, 99 percent said they would recommend Harris Farm Markets to friends and family. Elsewhere, Woolworths and Coles achieved 80 percent and 75 percent of customers who said they would recommend them to others respectively.

Customer satisfaction – the wider picture

  Customers are generally highly satisfied across most leading industries in Australia. Even the lowest scoring industry in a 2020 survey, risk and life insurance, achieved around 65 percent of satisfied customers. Elsewhere, around 91 percent of respondents were satisfied with hardware stores nationally, and 92.3 percent said they were happy with car manufacturers.

Overall customer satisfaction with selected supermarket chains in Australia in 2019

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Source

Release date

May 2019

Region

Australia

Survey time period

February 2019 and March 2019

Number of respondents

2,886 respondents

Supplementary notes

Source doesn't provide any additional survey methodology.

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Statistics on "Supermarkets and grocery retail in Australia"

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