The Good Guys Castle Hill helps company reach customer service greatness with fifth consecutive Canstar Blue award win


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The Good Guys has been named Australia’s favourite electronics retailer by consumer research company Canstar Blue for the fifth year in a row and is only the third company in Australia to win five stars every year since Canstar Blue began the awards five years ago.

The Good Guys Castle Hill Proprietor, Nash Patel, says winning five years in a row and being only the third company to do so is an incredible achievement and extremely humbling.

“We are thrilled to be recognised by the people most important to us, our customers, for this award for a fifth straight year as it validates our approach of putting our customers first at all touch points.

“At The Good Guys we place a strong focus on customer satisfaction from the moment someone enter our store to the moment they leave.”

“We have seen how our customers have changed the way they purchase appliances over the years, which is why we focus on providing service excellence when and where our customers research and shop,” said Nash.

Canstar Blue surveyed more than 1,600 shoppers across the country and found point of sale service to be the greatest driver of satisfaction at electronic stores (27 per cent), trumping value for money and price.

“By talking to our customers every day we know that the store experience, range of products and point of sale support is often more important to them than price, so we strive to deliver great prices and a great store experience every day.”

“Our mission is to surprise and delight our customers and we do this with a focus on being the most knowledgeable, friendly and approachable team in the area,” Nash said.

The Good Guys receives this accolade at a time when online retail spending has grown to $17.3 billion in the year to June 2015, equivalent to some 7.1% of traditional retail spending, according to National Australia Bank’s (NAB) Online Retail Sales Index. It has taken the overall year-on-year growth rate to 10%.

“While a lot of our customers start their shopping journey online, the majority are still coming into our store to make their purchase so delivering great customer service remains paramount.”

“Our job as retailers is to add value to our customers, so in every interaction we try to marry our customer’s requirements with a total solution so that they not only get what they want and need, but also walk away having had an enjoyable experience,” said Nash.

Head of Canstar Blue, Megan Doyle, praised The Good Guys on their fifth consecutive win.

“The Good Guys is clearly a firm favourite with Aussie consumers. Few brands have enjoyed the same consistent level of success, so it really is a fantastic achievement,” said Mrs Doyle.

The Good Guys was the only electronics retailer to receive a five star rating from Canstar Blue across the categories of value for money, price compared to others, point of sale service, product range, store layout and catalogue.

The Good Guys was also recently recognised as an ABA100 winner for Service Excellence award in the Australian Business Awards 2015.

The Australian Business Awards are an annual awards program honouring organisations that demonstrate the core values of business and product excellence, sustainability and commercial success in their respective industries.

Furthermore, The Good Guys also recently came out on top of The Australia Customer Experience Index, a report conducted by Forrester that was designed to measure how well brands are delivering a quality experience to their customers. The survey of nearly 9,000 consumers found that The Good Guys was voted as the number one traditional retailer in Australia.

The Indian Telegraph Sydney Australia

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