The survey was conducted amongst more than 1700 people shopping at ITM, Mitre 10 Mega, Bunnings, Hammer Hardware, Mitre 10 and Placemakers outets.
Colmar Brunton’s Dick Brunton said, “we’ve all heard about those companies that have treated customers badly, but Fair Go and Colmar Brunton have decided to take a more constructive approach and identify those organisations that are doing the right thing by Kiwis”.
ITM chief executive Gordon Buswell says ITM was obviously delighted to be named number one for customer experience in this category.
“Being independents, the person behind the counter at many of our stores is most likely also the owner of the business. That one-on-one contact with customers is very powerful,” Mr Buswell says.
“At ITM we believe our dedicated focus on trade with quality product, advice and competitive pricing has had a positive spin-off on the quality of service that we can offer our serious DIY customer.”
ITM is a team of 90-plus independently owned and operated hardware and building supply stores. It has come to national prominence as the naming rights sponsor of the ITM Cup, formerly the Air New Zealand NPC.
It is also the premier sponsor of the ITM 400 V8 race in Hamilton and the popular ITM Fishing Show on TV3.
The sample size of the survey was 1785, with a margin of error of plus or minus 2.3%.