Dan Murphy’s Top Ten in KPMG Customer Experience Excellence report

November 28, 2023
By Melissa Parker

Dan Murphy’s has returned to this year’s KPMG’s Top 10 Customer Experience Excellence report, making it the top liquor retailer to be named in the highly-regarded list.

KMPG surveyed 2,583 Australian customers, focussing on 92 Australian and International brands across eight sectors.

It asked customers to evaluate their interactions with brands across the six pillars of excellence, including integrity, resolution, expectations, time and effort, personalisation and empathy.

The results recognise Dan Murphy’s as the leader in the grocery sector for personalisation, expectations, and integrity pillars and placed them second place for the time and effort as well as resolution pillars.

Dan Murphy’s was recognised for its customer experiences across its omnichannel journey, using innovative products and advanced technology to create personalised digital experiences.

The research also found customers in Australia were becoming savvier and demanding more from their brands with more personalised experiences, more value for their dollar and more seamless, omnichannel processes.

Managing Director Agi Pfeiffer Smith says the research showcases Dan Murphy’s unwavering commitment to customer experience.

“This is fantastic recognition that shows our continual pursuit to elevate customers’ drinks discovery journey,” she said.

“With a steadfast focus on providing the best prices through our lowest price guarantee, we continue to foster innovation that sees us as firmly positioned as market leaders, setting new standards across the industry.

“This mindset has allowed Dan Murphy’s to respond to the changing economic landscape, with an ability to focus on customers’ needs for value, while maintaining a focus on premiumisation for those looking for a heightened drinks experience.”

The research referenced customers’ ability to use the image search feature in the Dan Murphy’s app to find information about a wine, beer or spirit, helping to choose the right product while in-store and more easily compare prices and unlock Dan Murphy’s Lowest Liquor Price Guarantee.

“This approach has led to record high scores in our customer engagement metrics that have also been supported by our strong eCommerce growth and a seamless omnichannel experience.”

“Dan Murphy’s provides tangible transformative opportunities through its advanced store formats, knowledgeable team members and rich digital content, giving its customers personalised interactions,” Ms Pfiffer Smith said.

“This is enhanced through our own My Dan’s membership program, making it the most popular drinks affiliate program in the country.”

The KPMG Top Ten

1Bunnings WarehouseNon-Grocery Retail
2The Body ShopNon-Grocery Retail
3MeccaNon-Grocery Retail
4SpecsaversNon-Grocery Retail
5Chemist WarehouseNon-Grocery Retail
6THE ICONICNon-Grocery Retail
7Bendigo BankFinancial Services
8Dan Murphy’sGrocery Retail
9AppleNon-Grocery Retail
10JB Hi-FiNon-Grocery Retail
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