Dan Murphy’s returns to KPMG’s top 10 for Customer Experience Excellence report, ranking first within the sector.

Last published on
Share this article

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

KMPG surveyed 2,583 Australian customers focussing on 92 Australian and International brands across 8 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. 

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

Managing Director Agi Pfeiffer Smith 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.” 

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. 

“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. 

“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. 

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

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

The results also recognised Dan Murphy’s as leaders 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. 

The top ten list is below: 

  1. Bunnings Warehouse - Non-Grocery Retail
  2. The Body Shop - Non-Grocery Retail
  3. Mecca - Non-Grocery Retail
  4. Specsavers - Non-Grocery Retail
  5. Chemist Warehouse - Non-Grocery Retail
  6. THE ICONIC - Non-Grocery Retail
  7. Bendigo Bank - Financial Services
  8. Dan Murphy's - Grocery Retail
  9. Apple - Non-Grocery Retail
  10. JB Hi-Fi - Non-Grocery Retail

About Dan Murphy’s 

Dan Murphy’s is the destination for a wide range of drinks discovery in Australia at the lowest prices. Plus, if you find it cheaper, let us know and we'll beat it. Discover over 4000 different wines - local, imported, aged and rare - as well as a huge range of local and imported craft beer, spirits, zero alcohol drinks and more.