In the fierce competition for the affection of Australian shoppers, a new champion has emerged.
Kmart, owned by the Perth-based conglomerate Wesfarmers, which boasts a valuation of $85 billion, has overtaken Big W to claim the top spot in the retail rankings.
The esteemed industry publication, Power Retail, which specializes in offering companies crucial insights, data, and news, assessed retailers based on four critical pillars: acquisition, conversion, fulfillment, and retention.
David Fear, the head of data at Power Retail, commented on Kmart’s success in reclaiming its position at the forefront. “We evaluate retailers across five key areas, emphasizing how effectively they blend their online and in-store operations,” he explained.
“Kmart dominated the Index because they excelled in areas that truly matter, areas where many other retailers still struggle,” Fear noted.
“Kmart led the Index because they delivered where it matters most — and where most retailers still have gaps.
“Less than half show real-time store stock online. Only around 30 per cent have a dedicated app or wish list functionality. Kmart has all of them, backed by a strong returns policy and a cross-channel loyalty program.
“In a market where shoppers are rapidly changing their habits, that kind of completeness across the entire customer journey is what separates the leaders.”
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