Discretionary Retail: Who is giving customers what they want?

About the author:

Author name:

By Alexander Mees

Job title:

Co-Head of Research and Senior Analyst

Date posted:

02 October 2023, 7:00 AM

Sectors Covered:

Gaming and Retail

• We are in a new era of ‘cost-conscious and clued-up’ consumers, prepared to spend time researching products online to ensure they get value for money. The retailers that will win in this brave new world are those that offer customers what they want, specifically free shipping, if buying online, and the ability to check stock availability in advance, if buying in-store.
• We examined 40 brands operated by ASX-listed retailers to identify which are meeting these customer needs. We found that those best placed include Beacon Lighting, Step One, Super Retail’s BCF and Michael Hill. It may be no coincidence that these brands also score well on consumer review sites. Conversely, Premier Investments’ various brands, as well The Reject Shop, offer neither free shipping nor in-store stock availability search technology.

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