Shoe Stores

Compare Shoe Stores in New Zealand at Canstar Blue. New Balance, Adidas, Footlocker, Hannahs, Merchant 1948, Nike, Number One Shoes, Platypus Shoes, Rebel, Shoe Clinic, Skechers, The Warehouse, were compared on Overall Satisfaction, Customer Service, Durability of Products, Quality of Products, Range of Products on Offer and Value for Money.

See our Ratings Methodology.

Canstar Blue Most Satisfied Customers Shoe Stores 2021

Most Satisfied Customers | New Balance

New Balance rated number one for customer satisfaction

New Balance is NZ’s No.1 Shoe Store For Happy Feet

Although buying shoes online is big overseas, in New Zealand, we still prefer visiting traditional shoe stores. In Canstar Blue’s latest research into our shoe-shopping habits, 85% of people say they prefer to buy their shoes in person, rather than online.

That’s because when you visit a shoe store, you know that you’re going to walk out with a pair of shoes that fit. Indeed, in our research, the majority of our respondents highlight two essential factors: in-store service and shoe comfort. Two things that are missing from the online experience, where it’s impossible to try before you buy!

Canstar Blue Most Satisfied Customers Shoe Stores 2021

But of all the stores selling shoes on high streets and in shopping malls around the country, which provides the best all-round shopping experience, leading to happy feet and contented consumers?

As part of our mission to inform consumers of the best NZ has to offer, Canstar Blue canvassed the opinions of 1295 New Zealanders who had purchased a product from a shoe store in the last six months, across a range of categories, to measure and track their satisfaction.

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

  • Customer Service
  • Durability of Products
  • Quality of Products
  • Range of Products on Offer
  • Value for Money

Coming out on top is New Balance. Although perhaps best known for its athletic shoes, New Balance’s stores sell a huge range of stylish footwear, catering for every lifestyle, from sporting to more sedentary. In our award rankings, New Balance is the only shoe store to earn our prestigious 5-Star award for Overall Satisfaction, on the back of further 5-Star scores for Range of Products and the all-important Value for Money.

The only other shoe stores to earn Five-Star scores are:

  • Shoe Clinic – for Customer Service
  • Sketchers – for Quality of Products and Durability

What Kiwi Consumers Want from their Shoe Stores

As we mention above, the overwhelming majority of Kiwis prefer to visit a shoe store when purchasing footwear. And once there, customer service is the overriding driver of customer satisfaction. Nearly a quarter of those in our survey (24%) site it as their No.1 priority – just above Quality of Products and Value for Money. Overall, the main drivers of satisfaction:

Drivers of satisfaction %
Customer Service 24%
Quality of Products 21%
Range of Products 19%
Value for Money 19%
Durability 18%

If the Shoe Fits, Wear New Balance!

In what is definitely bad news for shoe-shine boys, the days of gleaming, formal footwear is over. In our research for this year’s Shoe Stores Award, comfortable, casual shoes are the country’s top choice: 55% say they wear predominantly casual shoes and 61% value comfort more than fashion.

However, with New Balance’s great range, you don’t have to compromise on fashion to get a comfortable fit to keep you on your toes.

So when you’re next shopping for shoes, put your best foot forward and head to a New Balance shoe store – NZ’s No.1 choice and winner of Canstar Blue’s 2021 award for Most Satisfied Customers | Shoe Stores.


Key statistics

I believe comfort is more important than fashion: 61%

I wear casual shoes more often, at home and work: 55%

I value in-store customer service: 55%

I rarely clean or polish shoes: 40%

Most of the time I wear sports shoes: 34%

I have to wear different shoes for work: 33%

I worry about how cheap shoes are made: 26%

I’m happy to wear pre-loved shoes: 23%

I own far too many pairs of shoes: 21%

I’m annoyed by shop assistants trying to upsell shoe cleaning products: 21%

I buy my shoes online rather than in a store: 15%

Canstar Blue surveyed 2581 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 had purchased a product from a shoe store in the last six months. In this case, 1295 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.

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