Appliances Online in the Power Retail “Most Loved Retailers Report 2025”

How the Ratings Work (PRICE Methodology)

The report uses the Power Retail Index for Customer Experience (PRICE) - a combined score based on three key metrics:

NPS - Net Promoter Score

Measures how likely customers are to recommend the retailer to others, based on a 0-10 scale.

• Scores of 9-10 = Promoters

• Scores of 0-6 = Detractors

• NPS = %Promoters – %Detractors
  This is then normalised to contribute evenly to the final PRICE score.

CSAT - Customer Satisfaction Score

Customers rate their satisfaction on a 5-point scale (Very Satisfied → Very Dissatisfied).
PRICE uses the percentage of customers who reported being Satisfied to determine overall sentiment.

Effort Rating

Measures how easy it is for customers to shop with the retailer.
Rated from 1 (easiest) to 5 (hardest).
Scores are inverted and normalised so retailers with low-effort experiences score higher.

These three metrics are combined to produce the PRICE Score, a holistic measure of customer experience.

Top #4 in Australia

Appliances Online ranked in the TOP 4 in the national list of Power Retail's “Most Loved Retailers,” placing it alongside top brands such as Adore Beauty, THE ICONIC and Dan Murphy’s.

Appliances Online’s Scores

• NPS: 58

• CSAT: 90.63%

• Effort Score: 1.5 (indicating an extremely easy shopping experience)

• PRICE Score: 237

These scores place Appliances Online firmly in the high-performing bracket, demonstrating strong customer advocacy, excellent overall satisfaction, and low friction throughout the purchase journey.

According to the report, Appliances Online stands out because it turns a traditionally stressful, high-value purchase into a smooth and supportive shopping experience. This re-enforces Appliances Online's mission to provide the best shopping experience through legendary service by offering convenience, efficiency and an unforgettable customer experience. Key strengths highlighted include:

1. Fast & Free, Reliable Delivery

Customers appreciate the speed and dependability of their FREE delivery, especially for large appliances.

2. Free Connection & Free Removal

The inclusion of free connection on many products and free removal of old disconnected appliances dramatically reduces customer friction.

3. Expert, 24/7 Local Based Customer Support

The report notes AO’s “standout” Sydney based support team, which assists with product advice, delivery updates, post-sale service and issue resolution.

4. Confidence, Trust & Convenience

Customers feel supported beyond checkout, giving AO strong NPS and satisfaction scores.

Overall, Appliances Online is recognised as a retailer that makes big-ticket shopping easy, convenient, and worry-free, earning its high position in the national customer experience rankings.

At Appliances Online, we’re incredibly grateful to every customer who has supported us, shared their feedback, and helped us earn this recognition. Awards, accolades and recognition reports like these aren’t just wins for our team - they’re a reflection of the trust you place in us every day. Thank you for choosing us, recommending us, and allowing us to be part of your home. We’ll keep striving to deliver the easiest, fastest and most enjoyable shopping experience in Australia, with the same care and commitment we’ve had since day one. Here’s to serving you even better in the years ahead.