Results from a recent survey, courtesy of TrueLocal, point to the Australian suburbs with the greatest number of satisfied customers. The survey analysed the number of five star ratings on its platforms for local businesses located outside of the CBD in the past year. If you’re wondering if you made the cut, or how to take steps to get there, read on.
The top customer service spot in the country was listed as Castle Hills of New South Wales, which garnered the largest percentage of five star reviews in the state, with 15.3 per cent. Penrith was next in NSW, with 14.9 per cent.
Surfers Paradise led for Queensland, North Adelaide and Salisbury for South Australia, Joondalup and Rockingham in WA and Berwick or Richmond in Victoria. You can see each state’s top ten list of leading suburbs below.
“Businesses in these suburbs appear to have found the winning formula when it comes to customer approval. When one business in an area is worthy of five stars, it can encourage others in that area to aim for the same level of customer recognition, building a strong hub of local services,” shared TrueLocal Group Manager Ruth Trewhella. “Five-star ratings are invaluable to small and medium businesses servicing local suburbs. In fact, research shows that word-of-mouth is a great marketing tool, with 82 per cent of people reading or posting reviews online to support their decision-making.”
In analysing these reviews, TrueLocal has identified important areas of customer service that employees must be prepared and trained for. These are listed as knowing how to navigate unexpected additional costs and making clients wait, whilst being rude is a definitive thing to avoid under all circumstances.
Another crucial point was handling apprentices and clients. “Don’t make customers the apprentice’s guinea pig,” Ruth warned. “If an apprentice needs to work on a job to gain experience, seek customer permission and be there to supervise. Some may have had poor experiences with apprentices in the past and will not return if they are serviced by a junior again, while others may be happy to – especially if you offer a discount.”
Strong words to live by – especially if you, your salon and your suburb are hoping to surpass Castle Hill next year.
See the top ten suburb rankings of each state, and percentages below:
New South Wales suburb ranking
Castle Hill: 15.3%
Blacktown & Parramatta: 10%
Baulkham Hills: 7.9%
Newtown & Surry Hills: 7.4%
Queensland suburb ranking
Surfers Paradise: 15.5%
Burleigh Heads & Capalaba: 10.3%
Maroochydore &Nerang: 8.6%
Caboolture, Fortitude Valley & Helensvale: 7.9%
South Australian suburb ranking
North Adelaide & Salisbury: 13.3%
Glenelg, Morphett Vale & Norwood: 9.5%
Christies Beach, Modbury, Semaphore & Stirling: 8.6%
West Australian suburb ranking
Joondalup & Rockingham: 12.8%
Osborne Park: 13.4%
Morley & Wangara: 8.3%
Canning Vale, Fremantle & Malaga: 7.9%
Victorian suburb ranking
Berwick & Richmond: 12.8%
Frankston & South Yarra: 10.2%
St Kilda: 9.8%
Cheltenham & Geelong: 8.3%
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