Dan Murphy’s has returned to KPMG’s ‘Top 10 Customer Experience Excellence’ report, making it the first liquor retailer to be named in the highly-regarded list.
KMPG surveyed 2583 Australian customers focussing on 92 Australian and International brands across eight sectors.
The survey asked customers to evaluate their interactions with brands across the six pillars of excellence including integrity, resolution, expectations, time and effort, personalisation and empathy.
Dan Murphy’s was recognised for its customer experiences across its omnichannel journey, using innovative products and advanced technology to create personalised digital experiences.
Managing Director Agi Pfeiffer Smith says the research showcases Dan Murphy’s unwavering commitment to customer experience.
“This is fantastic recognition that shows our continual pursuit to elevate customers’ drinks discovery journey”, she said.
“With a steadfast focus on providing the best prices through our lowest price guarantee, we continue to foster innovation that sees us as firmly positioned as market leaders, setting new standards across the industry.”
The research also found customers in Australia were becoming savvier and demanding more from their brands with more personalised experiences, more value for their dollar and more seamless, omnichannel processes.
“Dan Murphy’s provides tangible transformative opportunities through its advanced store formats, knowledgeable team members and rich digital content giving its customers personalised interactions”, Ms Pfiffer Smith said.
“This is enhanced through our own My Dan’s membership program, making it the most popular drinks affiliate program in the country.
“This mindset has allowed Dan Murphy’s to respond to the changing economic landscape, with an ability to focus on customers’ needs for value, while maintaining a focus on premiumisation for those looking for a heightened drinks experience.
“This approach has led to record high scores in our customer engagement metrics that has also been supported by our strong e-commerce growth and a seamless omnichannel experience.”
The research also stated the uplifts included the ability for customers to use the image search feature in the Dan Murphy’s app to find information about a wine, beer or spirit,
choose the right product while in store, and more easily compare prices and unlock Dan Murphy’s Lowest Liquor Price Guarantee.
The results also recognised Dan Murphy’s as leaders in the grocery sector for personalisation, expectations, and integrity pillars, and placed them second place for the time and effort as well as resolution pillars.
The top ten list:
- Bunnings Warehouse Non-Grocery Retail
- The Body Shop Non-Grocery Retail
- Mecca Non-Grocery Retail
- Specsavers Non-Grocery Retail
- Chemist Warehouse Non-Grocery Retail
- THE ICONIC Non-Grocery Retail
- Bendigo Bank Financial Services
- Dan Murphy’s Grocery Retail
- Apple Non-Grocery Retail
- JB Hi-Fi Non-Grocery Retail.
Endeavour Group CEO Steve Donohue and Dan Murphy’s MD Agi Pfeiffer-Smith.
