6 | AUSTRALIAN HARDWARE JOURNAL | JANUARY 2018 Glenvale Publications and Australian Hardware Journal are pleased to provide the articles contained in this publication to keep its subscribers up to date on issues which may be relevant to their businesses. This publication is supplied strictly on the condition that Glenvale Publications and Australian Hardware Journal, its employees, agents, authors, editors and consultants are not responsible for any deficiency, error, omission or mistake contained in this publication, and Glenvale Publications and Australian Hardware Journal, its employees, agents, authors, editors and consultants hereby expressly disclaim all liability of whatsoever nature to any person who may rely on the contents of this publication in whole or part. VIEWPOINT Published by GLENVALE PUBLICATIONS A.B.N. 31 218 591 688 11 Rushdale Street, Knoxfield Victoria 3180 PO Box 50, Mount Waverley VIC 3149 Phone: (03) 9544 2233 Fax: (03) 9764 1412 Editor: Christine Bannister Phone: (03) 9550 6813 Email: Journalists: David Burton Bob Vereen John Power Kiera Taylor Online Communications & Production: Kiera Taylor Email: ADVERTISING Harry Rabiee Email: Phone: (03) 9550 6866 Mobile: 0403 000 444 ACCOUNTS Melissa Graydon Email: SUBSCRIPTIONS Roula Pappas $88.00 – 12 issues + Suppliers Directory ART AND PRODUCTION Justin Carroll PageSet Australia Phone: (03) 8542 5555 PRINTING Graphic Impressions 1 Miles Street. Mulgrave Victoria 3170 Phone: (03) 9574 9211 CAB Audited Independents win during the silly season Now that the silly season is over, and the busiest time of the year for retailers and consumers has come to an end, I thought it was very pleasing to see that recent reports showed Australian and New Zealand shoppers were more likely to shop at independents rather than big chain stores, this past Christmas. A recent retailer satisfaction survey found smaller players often out-per- formed the retail giants when it came to keeping customers happy, and consum- ers preferred shopping at independents because they craved a pleasant shopping experience, Consumer NZ Chief Execu- tive, Sue Chetwin said. “Harvey Norman, Godfreys, Place- Makers, Specsavers, Bunnings, The Warehouse and Warehouse Stationery all dragged the chain for overall cus- tomer satisfaction in one or more of the eight product categories we surveyed,” she said. Among big-box DIY stores, Mitre 10 had the edge on others when it came to expert advice and hassle-free returns and exchanges. Bunnings, PlaceMakers and The Warehouse all ranked below- average for satisfaction in this category, according to the survey. (Consumer NZ’s retailer satisfaction survey is based on responses from 7477 Consumer members. Members rated stores on measures such as point-of-sale service, price and range of products, and their perceptions of retailers.) Bricks and mortar grow in the face of Amazon More good news came to light for Aussie retailers recently, when it was found that nine out of ten retailers plan to maintain or increase the number of bricks and mortar stores in the year ahead, accord- ing to a recent Commonwealth Bank Retail Insights Report. The research found consumers still prefer in-store shopping to online, with a preference for bricks and mortar most pronounced among baby boomers (71 per cent) and pre-boomers (76 per cent). Australian consumers also said that over the last two years, they have increased their visits to shopping centres, espe- cially local shopping centres and stores (both up 16 per cent). “There is a clear desire among today’s consumers to shop more locally, and this is consistent across the generations but particularly prevalent for older shoppers. Although online shopping is catching up quickly and runs a close second, there is an opportunity for bricks and mortar retailers to tap into this trend through offering a better customer experience,” Commonwealth Bank National Man- ager Retail, Jerry Macey said recently. “Those retailers that have implement- ed initiatives to improve the customer experience are seeing tangible benefits. For example, the majority have seen increased income as a result, and almost one in two are seeing customers visit more regularly and stay in-store longer.” Almost half (47 per cent) of retailers with bricks and mortar outlets reported an increase in foot traffic, and retail- ers that experienced an increase in foot traffic over the past 12 months believe better product range (44 per cent), enhancing store layout (42 per cent) and lower prices (40 per cent) were the top factors driving shoppers to their stores. “Shoppers still prefer the in-store experience where they can touch, feel and try products. Therefore retailers are planning more stores, however it’s sector specific. Food and liquor, homewares and hardware are increasing strongly,” Mr Macey said. Younger Gen Y and Gen Z shoppers said they would shop significantly more at all retail destinations, whereas the baby boomers and pre-boomers only expect to increase the frequency of visits at stores in their local area. Next edition… Coming up in the February edition of AHJ, look out for the Industrial and Trade Tools feature, Timber/Timber, Flooring and Decking feature, as well as our new Smart Homes & Products feature. Christine Bannister Editor