Compare outdoor adventure retailers in New Zealand at Canstar Blue. Torpedo7, Kathmandu and Macpac were compared on customer service, layout of store, range, relative price, value for money and overall satisfaction.
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* Overall satisfaction is an individual rating and not a combined total of all ratings. By default, brands with equal overall satisfaction ratings are sorted by the mean overall satisfaction score as rated by consumers. You can click the arrows at the top of any column in the table to sort by the results in that column. Canstar Blue research finalised in March 2020, published in April 2020.
Canstar Blue’s research reveals that Torpedo7 is NZ’s favourite Outdoor Adventure Retailer.
The most thrilling outdoor adventures begin at Torpedo7
The active Kiwi lifestyle is the envy of the world. And, arguably, we’ve the best playground in the world. From beautiful beaches, to bush, rivers and majestic mountains, New Zealand has a wild and unspoiled landscape for every outdoor activity.
But whatever your preferred pursuit and level of ability – whether it’s skiing, mountain biking, surfing, canoeing, hiking, or just sitting outside your tent, marvelling at the scenery with a glass of something cold in your hand – you need the right equipment for the job. And for that you need the right outdoor retailer, and staff with the right level of expertise to guide your purchases.
As part of its mission to help NZ consumers, Canstar Blue canvassed the opinions of 795 people who had purchased a product from an outdoor adventure retailer during the past 12 months. Of the different stores they had visited, the overwhelming majority of respondents had shopped at three main stores:
To decide which provided the best level of customer satisfaction, each was rated across the following categories:
Value for Money
Price Compare to Other Retailers
Range of Products on Offer
Layout of Store
Coming out on top and winning Canstar Blue’s award for Most Satisfied Customers | Outdoor Adventure Retailer was Torpedo7, which earned Five Stars in each of the above categories, except for Customer Service, for which it was awarded Four Stars.
Kathmandu earned Five Stars for Customer Service, Layout of Store and Range; Four Stars for Overall Satisfaction and Value for Money and Three Stars for Relative Price. Across the board, Macpac earned a consistent Four Stars.
What Customers Want
Value for Money is always a top consideration for consumers in Canstar’s research, and for those buying outdoor adventure gear it was no different. Sitting atop our list of drivers of satisfaction, Value for Money was the main consideration for 32% of our respondents, above Customer Service and Price:
Drivers of satisfaction
Value for Money
Price Compared to Other Retailers
Range of Products
In other findings from our survey, it was interesting to discover that buying sustainable, local brands was important for many of our respondents: 39% said they preferred to buy NZ outdoor brands, while close to a third (31%) said sustainability was a key consideration when purchasing outdoor goods.
Essentially, equal numbers of respondents researched their purchases online (44%), and respected the advice of the sales staff of the outdoor adventure retailer they visited (45%). As with Canstar’s other research into top retailers, a high number of respondents always waited for the sales before making a purchase: 66%.
So if you’re planning to bring some excitement and adventure into your life once the current lockdown restrictions are relaxed, you know your first destination: visit your local Torpedo7 store, for all the gear you need to make the most of the great Kiwi outdoors!
Canstar Blue surveyed 2,530 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 have purchased a product from an electronics retailer in the last 12 months, in this case, 795 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.