Australian consumers recently voted Mitre 10 in the top 10 customer experience brands in Australia (for local brands) and sixteenth overall against both local and global brands.
The findings are according to KPMG’s 2019 Customer Experience Excellence (CEE) report, based on a survey of more than 2500 Australian consumers, regarding their interactions with 110 local and international brands.
Mitre 10 was described as a “community-based organised with a deep understanding and respect for customer needs”, and ranking eight overall for ‘empathy’ and ninth overall for ‘integrity’.
The brand performed strongly on ‘time and effort (8.02)’, which is evident through understanding customer needs, in particular store way-finding, product variety and clarity of advice. As a result, customers continue to advocate for the brand.
A sample quote from a respondent in regards to the survey provided a powerful endorsement of what the brand core values of providing community-centric service:
“A small store nearby that has always been helpful and has the majority of products I require. They are local people who give local help,” according to the Australian CEE respondent.
The study is conducted annually, with Mitre 10 rated 0.21 points higher by Australian consumers versus its 2018 result, and gained seven places in the CEE rankings.
This is a significant achievement for the brand and something all our members should be congratulated on in delivering on the brand promise and positive experience for local customers, a Mitre 10 spokesperson said.