Online Retailers

Compare online retailers in New Zealand at Canstar Blue. Mightyape.co.nz, 1-day.co.nz, Aliexpress, Amazon, Ezibuy, Farmers.co.nz, The market.com, Thewarehouse.co.nz, Trademe.co.nz were compared on Overall Satisfaction, Ease of Site Navigation, Range of Brands on Offer, Range of Products on Offer, Speed of Delivery and Value for Money.

See our Ratings Methodology.

Most Satisfied Customers | Mighty Ape.co.nz

mightyape.co.nz rated number one for customer satisfaction

Mighty Ape the No. 1 Online Retailer

When it comes to buying online, we all want to avoid any monkey business … except when it’s Mighty Ape! The Kiwi online retailer has just scored a hat-trick of wins by taking out Canstar’s award for Most Satisfied Customers | Online Retailers for the third consecutive year.

Even before the pandemic, online sales were soaring. But over the past year, waves of lockdowns and social distancing have only crystalised our love-affair with the online retail experience.

Last year, online sales in NZ were up by 25%. And in 2020, we spent over a billion dollars more online than in 2019. Whether it’s click and collect, or click and delivery, nearly half of all Kiwis are huge online shoppers. According to Canstar’s latest research, nearly half of Kiwis (47%) do either half or all of their shopping online.

But if you’re a regular online shopper, you’ll know that even though a retailer’s storefront has gone digital, customer satisfaction remains an old-school reality. Is a site easy to use and customer friendly? Does it offer a wide range of goods? Do packages arrive promptly and in one piece?

As part of our mission to inform consumers of the best NZ has to offer, Canstar Blue canvassed the opinions of 1725 New Zealanders who had made a purchase from an online retailer in the last 12 months, across a range of categories, to measure and track their satisfaction.

To decide which online retailer offers the best level of customer satisfaction, each was rated across the following categories:

  • Ease of Site Navigation
  • Range of Brands on Offer
  • Range of Products on Offer
  • Speed of Delivery
  • Value for Money

Coming out on top, for the third consecutive year is Mighty Ape. The home-grown online store is the only retailer to earn our top 5-Star rating for Overall Satisfaction in this year’s ratings. Across the other categories, it earns further 5 Stars for the user-friendliness of its site and the speed of its delivery.

Other local brand, Trademe.co.nz, also rates highly, with a clean-sweep of 4 Stars across the board.

 

What On-line Consumers Want

Whatever on-line consumers want, it’s clear they want it NOW! Have you ever bought something online, especially from an overseas website, and still been waiting for it six weeks later? It’s a frustrating experience and one reflected in what makes online shoppers happy in our research. Speed of Delivery tops even value for money in our survey.

So it’s no surprise that Might Ape is our No.1 store. If you live in certain inner-city suburbs in Auckland, Hamilton, Wellington or Christchurch, Mighty Ape can deliver in-stock products the same day your order is dispatched. That really is 5-Star Speed of Delivery!

Overall, the main drivers of satisfaction in our survey:

Drivers of satisfaction %
Speed of Delivery 26%
Value for Money 22%
Ease of Navigation 21%
Range of Products 16%
Range of Brands 15%

Safe and Secure Shopping

Although we all love online shopping, we do have some concerns: mainly around online security and unscrupulous sellers. In our survey, 38% say they only buy from large retailers they can trust, and around a third of people say they:

  • Have purchased something online that looked nothing like the picture: 27.2%
  • Bought something online that never turned up: 30.3%
  • Worry about the security of credit card details when online shopping: 33.0%

But if these are concerns you share, don’t worry, because when it comes to a large online retailer that you can trust, there is one 5-Star candidate: Mighty Ape, the winner of Canstar’s Most Satisfied Customers | Online Retailers award for the third straight year.

Frequently Asked Questions

Key Statistics

I’ve used an overseas website for online shopping: 61.7%

I’ve had parcels or letters stolen from my letterbox before: 10.5%

I usually get my online purchases delivered to my office: 11.3%

I have purchased something online that looked nothing like the picture: 27.2%

I have purchased something online that hasn’t turned up: 30.3%

I worry about the security of my credit card details when I shop online: 33%

I only shop from large retailers I can trust online: 38.2%

I browse in store but shop online: 18.9%

I prefer buying online than in a shop: 30.8%

I use Buy Now Pay Later to pay for my purchases: 23.7%

I avoid shops with an ineffective online presence: 14.5%

 

Reasons for shopping online

%

They have a better range

39.4%

They are cheaper

38.2%

It’s more convenient

71.3%

It’s easier to find what I’m looking for

56.4%

 

Reasons for using overseas websites

%

They have a better range

41.7%

They are cheaper

37.5%

It’s more convenient

10.9%

 

Frequency of shopping

%

I do almost all of my shopping online

16.6%

I do about half of my shopping online

30.3%

I only occasionally shop online

39.8%

I very rarely shop online

12.3%

 

Items purchased online

%

Clothes

57.9%

Groceries

30%

Hardware

19.8%

Homewares

43.4%

Health & Beauty

43.6%

Books

32.8%

 

Items never purchased online

%

There is nothing I wouldn’t purchase online

34.2%

Clothes

13.8%

Shoes

28.8%
Groceries

21.3%

Hardware

14.2%
Homewares

6.9%

Health & Beauty

10.1%
Books

7.3%

 

Canstar Blue surveyed 2523 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers who made a purchase from an online department store (excluding groceries) in the last 12 months. In this case, 1725 New Zealanders.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.

2020

2019

Online-Stores-2019

 

 

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