Aussies tend to overspend at hardware stores
Announcement posted by Canstar Blue 18 Feb 2015
Aussies love a trip to their local hardware store – even if they end up spending more than they planned to.
That’s one of the findings of a study from consumer research service Canstar Blue, which has seen Bunnings rated highest of Australia’s major hardware stores for overall customer satisfaction.
Three quarters (74%) of respondents to the survey said they enjoy an outing to their local store, but three out of five (60%) admitted they usually end up spending more than they bargained for. Just over half (53%) of the adults questioned also said they turn to the experts at their hardware store for DIY advice.
“The older you are, the more likely you are to enjoy an outing to your local hardware store,” said Canstar Blue spokesman Simon Downes. “And interestingly, more women than men are tempted to spend more than they had planned to. Women are also more likely to ask for DIY advice.
“Not everyone is a DIY expert, so many consumers want great service and advice. For most people, a trip to their favourite hardware store is an enjoyable experience, but they still want to feel like they’re getting good value for money.
“With three out of five usually spending more than they were expecting to, it suggests many consumers end up leaving the store with extra items that caught their eye along the way – a strong indicator that there are bargains to be had.”
| Drivers of customer satisfaction | % of respondents |
| Service and advice | 29% |
| Value for money | 21% |
| Range of products | 17% |
| Range of brands | 16% |
| Layout of store | 15% |
Source: Canstar Blue Hardware Stores survey 2015.
The 2,500 survey respondents were asked to rate their favourite hardware store across a range of research criteria and only Bunnings achieved a five-star rating for overall customer satisfaction. Bunnings and Masters both earned top marks from consumers with regards to value for money, while Home Timber and Hardware was the only retailer to achieve a five-star rating for service and advice.
“This is the third time that we’ve rated Australian hardware stores, and Bunnings has won our Most Satisfied Customers Award every time,” added Mr Downes. “To achieve top marks in five out of six research categories is a fantastic achievement.”
The survey also highlights how many young Aussies in particular are willing to take risks when undertaking a DIY project at home, with one in four admitting they often takes risks with their safety.
| Findings | OVERALL | GEN Y | GEN X | BOOMERS |
| I always take safety precautions doing DIY | 81% | 74% | 78% | 84% |
| I often take risks when doing DIY at home | 17% | 24% | 22% | 13% |
| I’ve been injured undertaking DIY at home | 14% | 16% | 15% | 14% |
Source: Canstar Blue Hardware Stores survey 2015.
About Canstar Blue
Canstar Blue was launched in July 2010 by CANSTAR - Australia and New Zealand’s premier researcher of retail finance information for more than 350 institutions across the finance sector. Canstar Blue releases regular surveys to measure and track Australian consumer satisfaction to help consumers make the best purchasing decisions for their needs.
What are the Canstar Blue ratings?
Canstar Blue researches, compares and rates products and services according to customer satisfaction across categories including banking, telecommunications, appliances, electronics, utilities and FMCG. Results are freely available to consumers who are encouraged to use the ratings as a guide to product excellence. The full range of results can be seen on the Canstar Blue website at www.canstarblue.com.au.