Online Retailers

Compare online retailers in New Zealand at Canstar Blue. Mighty Ape, 1-day.co.nz, AliExpress, Amazon, Farmers, The Market, The Warehouse and Trade Me 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

mightyape.co.nz rated number one for customer satisfaction

NZ’s Best Online Retailer: Mighty Ape

The size of Kiwis’ online shopping baskets is growing. Last year, as a nation, we spent a whopping $7.67bn online, up 21% on the previous year. Indeed, Canstar Blue’s latest research into our online spending habits reveals nearly half of Kiwis (51%) now do most of their non-food shopping online.

And it’s convenience that’s driving the move online: 70% in our survey cite ease of shopping as the reason they prefer clicking through digital check-outs, to swiping plastic in person in bricks-and-mortar stores; and 58% of shoppers say it’s easier to find what they’re looking for in the digital environment.

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?

To find out which NZ online retailer delivers the best all-round consumer experience and customer satisfaction, this year Canstar Blue canvassed the opinions of 1644 New Zealanders who had made a purchase from an online retailer in the past 12 months, across a range of categories, to measure and track their satisfaction.

msc online retailers logo

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

 

 

And yet again, the winner is clear. For the fourth consecutive year, Kiwis have voted Mighty Ape as the country’s favourite online retailer.

In this year’s award, the home-grown success story is the only retailer to earn our top 5-Star rating for Overall Satisfaction. Across other categories, Mighty Ape earns further 5 Stars for the ease of navigation on its site and its speedy delivery times.

The only other online retailer in this year’s award to earn more than one top 5-Star rating is Amazon. It has a strong 4-Star rating for Overall Satisfaction, and 5-Stars for Range of Products and Range of Brands.

 

What Kiwis Want From their Online Retailers

Value for money is always a key concern for consumers, but when it comes to online shopping, speed is king.

Speed of delivery was rated the most important aspect of the online retail experience by nearly a third of respondents (31%). It’s a figure well ahead of Value for Money (21%).

It’s worth noting that while Chinese behemoth AliExpress earns one of only two 5-Star ratings in this year’s award for Value for Money (along with The Warehouse) overall it rates poorly, due to its lengthy delivery times.

Overall, the main drivers of satisfaction in our survey:

Mighty Ape: NZ’s Best Online Store

For four straight years, Mighty Ape has won Canstar Blue’s award for Most Satisfied Customers | Online Retailers. And it’s testament to Mighty Ape’s commitment to great customer service.

Given that Speed of Delivery is such an important factor for online consumers, 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!

And along with a great range of products at competitive prices, Mighty Ape’s Primate service gives regular customers even greater value for money.

A 12-month subscription to Primates costs just $4 per month ($48 per year) and offers:

  • Free delivery on eligible products
  • Discounted delivery on bulky items
  • Free upgrades to Saturday, rural or signature required delivery at no cost
  • Priority customer support
  • Exclusive deals and discounts

So if you’re a regular online shopper, why would you monkey around with the competition?

From food and clothing to gaming, books and tech, Mighty Ape is your one-stop online store – and as the winner of Canstar Blue’s Online Retailers Award for the fourth year in a row, comes with the satisfaction guaranteed.

Frequently Asked Questions

Key Statistics

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

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

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

I prefer buying online than in a shop: 30.8%

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

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

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

I browse in store but shop online: 18.9%

I avoid shops with an ineffective online presence: 14.5%

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

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

 

Reasons for shopping online

%

It’s more convenient

70%

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

58%

Better range

38%

Cheaper

34%

 

Reasons for using overseas websites

%

They have a better range

67%

They are cheaper

57%

More convenient

18%

 

Frequency of shopping

%

I only occasionally shop online

38%

I do about half of my shopping online

32%

I do almost all of my shopping online

19%

I very rarely shop online

10%

 

Items purchased online

%

Clothes

61%

Health & Beauty

45%

Homewares

44%

Shoes

32%

Groceries

26%

Books

30%

Hardware

24%

 

Canstar Blue surveyed 2576 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 respondents who had bought something from an online store in the past 12 months (excluding groceries). In this case, 1644 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.

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.

2021

2020

2019

Online-Stores-2019

 

 

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