Australians might still be navigating a cost-of-living crisis, but that hasn’t stopped them from spending on brands that offer an exceptional customer experience. A recent report by KPMG revealed that 35% of shoppers are happy to pay more if the service and experience are worth it.
This year’s Customer Experience Excellence Australia Report highlights the top 10 Aussie brands delivering standout service. Let’s dive into the rankings:
1. Mecca
Beauty giant Mecca clinched the top spot again after being number one in 2022 and third last year. Known for its stellar service and premium products, Mecca has stores across Australia and New Zealand and even its own beauty line.
2. Specsavers
The optical retailer made a leap from fourth place last year to second in 2024. Specsavers, with over 380 stores nationwide, continues to win customers over with its accessibility and service.
3. ING Bank
Australia’s highest-ranking bank on the list, ING has been a trusted name since its launch in 1999. This year marks its return to KPMG’s top 10 after a few years off the list.
4. Bunnings
The hardware favourite has been a consistent performer, although it dropped from last year’s number one spot to fourth. Bunnings remains a household name for DIY lovers across the country.
5. Chemist Warehouse
Known for affordable health and beauty products, Chemist Warehouse held steady in fifth place for the second year in a row. It’s a go-to for budget-conscious Aussies.
6. Bendigo Bank
Bendigo Bank, often praised for being Australia’s most trusted bank, secured sixth place. With roots in regional Victoria, the bank is loved for its community-focused approach.
7. Apple
The tech giant climbed two spots to seventh this year. Apple continues to impress Aussies with its sleek products and attentive customer service.
8. RACV
Victoria’s RACV made the list as the only insurance provider, coming in at number eight. Known for roadside assistance and car insurance, it’s a trusted name in Victorian households.
9. Ikea
The Swedish furniture retailer returned to the list for the first time in four years, grabbing ninth place. Its blend of affordable design and memorable in-store experiences keeps it a favorite.
10. Kmart
Rounding out the top 10 is budget retailer Kmart, which hasn’t made the list since 2020. With over 300 stores, it’s a one-stop shop for Aussie families.
The report highlights a shift in consumer expectations, with trust and integrity overtaking personalisation as the key to winning customer loyalty. KPMG’s Carmen Bekker noted that Aussie brands are stepping up their game to connect with customers on a deeper level.
So, whether it’s a luxe beauty purchase at Mecca or picking up weekend essentials at Kmart, it’s clear Australians appreciate brands that go the extra mile.
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