Power Retail’s second annual Most Loved Retailers report is once again revealing Australia’s favourite retailers.
Power Retail surveyed over 3,000 Australian respondents – with a qualifier that they must have purchased online from the retailers within the last six months – and developed the 35-page report that details the leaders in retail right now and what they are doing to get it right with consumers in today’s highly competitive landscape.
Refining its methodology from last year, Power Retail developed an enhanced index – the Power Retail Index for Customer Experience (PRICE) to calculate a composite score for each retailer, which offers a holistic view of the customer journey. The PRICE score incorporates three industry-recognised metrics:
- Net Promoter Score (NPS): Likelihood to recommend
- Customer Satisfaction (CSAT): Overall satisfaction
- Effort Rating: Ease of interaction
Based on these, retailers are grouped into four performance categories:
- Champions (High CSAT, High NPS): Outstanding customer satisfaction and advocacy
- Critical Advocates (Low CSAT, High NPS): Recommended by customers, but with areas to improve
- Potential Promoters (High CSAT, Low NPS): Customers are satisfied, but less likely to advocate
- Growth Opportunity (Low CSAT, Low NPS): Underperforming on both fronts
So who took out the number one spot? Cosmetics juggernaut, Adore Beauty comes in first place this year with a total PRICE score of 248, flying up the ranks from last year where it came in at 6th.
Image credit: Power Retail
The top 10 Most Loved Retailers are:
1. Adore Beauty – PRICE score of 248
"Adore Beauty excels through three key strengths that create an outstanding customer journey, combining stellar service, speedy delivery, and a rich, user-friendly shopping experience. Customers love the fast, reliable shipping, often within 1–3 days, made even more special with surprise Tim Tams and samples. Its friendly, responsive support team consistently goes above and beyond, making shoppers feel genuinely cared for," the report said.
2. THE ICONIC – PRICE score of 247
"THE ICONIC is Australia’s leading online fashion and lifestyle marketplace, known for its fast delivery, free returns, and exclusive collections. Customers value THE ICONIC for more than just great products, they appreciate a seamless shopping journey that continues well beyond checkout," said Power Retail.
3. Dan Murphy’s – PRICE score of 241
"Serving Australians since 1952, Dan Murphy’s has a lasting brand legacy. Admired for its wide range of products and a seamless omnichannel shopping experience, Dan Murphy’s makes shopping easy with fast, reliable Click & Collect and a massive range of products at competitive prices," the report said.
4. Appliances Online – PRICE score of 237
"Their expert support team is a standout, ready to help with product advice, updates, and post-sale service that ensures customers feel supported well after checkout. It’s this combination of convenience, care, and confidence that earns it this ranking."
5. Kmart – PRICE score of 227
"Its omnichannel experience also stands out: customers can seamlessly browse online, check stock in-store, and take advantage of flexible services like Click & Collect and same-day delivery. Kmart continues to invest in modernising stores and enhancing its digital experience, helping customers find what they need quickly, whether they’re shopping on their phone or walking the aisles. It’s that mix of accessibility, affordability, and simplicity that keeps customers coming back."
6. MECCA – PRICE score of 225
"MECCA makes beauty feel personal, empowering, and exciting. It blends premium products with personalised service. From expert instore advice to tailored recommendations online, every touchpoint feels thoughtful and elevated. The Beauty Loop loyalty program is a key part of that magic, rewarding customers with exclusive offers, samples, events, and early access to new launches, making them feel like VIPs. MECCA’s commitment to education, inclusivity, and experience, through tutorials, events, and a highly trained team, creates a community, not just a store. It’s this mix of personalisation, prestige, and care that makes the MECCA experience shine," the report outlined.
7. Chemist Warehouse – PRICE score of 224
"Chemist Warehouse delivers great value, a huge product variety, and a consistently convenient experience, no matter how or where they shop. It is quick to stock trending and exclusive products, and with features like Click & Collect, same-day delivery in metro areas, real-time stock availability helps bridge the gap between digital and physical retail."
8. Bonds – PRICE score of 222
"Shoppers feel recognised and appreciated through loyalty perks, which helps build deeper brand connection. It further strengthens this bond by regularly engaging customers with inclusive marketing, limited-edition collaborations, and a focus on sustainability, which resonates with modern Aussie values," said Power Retail.
9. Myer – PRICE score of 220
"Myer delivers a trusted, multi-generational shopping experience that blends tradition with modern convenience. As one of Australia’s most iconic department stores, Myer is known for its wide product range. Whether customers are shopping in-store or online, they enjoy a seamless experience supported by helpful staff, real-time stock updates, Click & Collect, and delivery options that make it easy to get what they need."
10. BCF – PRICE score of 220
"Shoppers also consistently praise the friendly, knowledgeable staff who help make the right purchase easy. With solid after-sales support and a focus on convenience, BCF keeps outdoor lovers coming back," the report said.
For more data from Power Retail and to review the full report, click here.
Header image credit: MECCA, Adore Beauty, THE ICONIC
