Legendary Customer Satisfaction Rating

Net Promoter Score (NPS) is a powerful customer experience metric that measures customer loyalty and predicts business growth. Introduced to the business world in 2004 through a Harvard Business Review article by Fred Reichheld, NPS is based on one simple question: "How likely are you to recommend this company to a friend or colleague?"

Customers respond on a scale of 0-10, and are then categorised into three groups:

• Promoters (9-10): Loyal customers who actively recommend the company

• Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings

• Detractors (0-6): Unhappy customers who can damage the brand through negative word-of-mouth

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. This creates a score ranging from -100 to +100, with higher scores indicating stronger customer loyalty and greater likelihood of business growth.

What makes NPS particularly valuable is that it's the only customer experience metric proven to link directly to business growth. After more than two decades of widespread adoption, NPS remains the best metric for overall customer experience, helping companies focus on what matters most: creating customers who are so satisfied they become advocates for your business.

Our motto is 'Legendary Service'. It's what we aim for in everything we do. And if our customer testimonials are anything to go by, it doesn't go unnoticed.

Since 2005, thousands of our customers have written to us to thank us for our outstanding service quality - from our 24/7 Australian phone support to our friendly, professional delivery drivers. Here are recent testimonials from verified customers :

Appliances Online is a great way to purchase high quality products at very low prices. I recently bought a top of the range washing machine for the best price I could find, delivery was included, and to make things even easier, my old washing machine was taken away, saving me time and effort. Thanks Appliances Online!
Ian , Elwood, VIC

Efficient customer service with both the delivery and purchase of product. Competitive pricing for quality appliances, great experience and recommend!
D. Brown, VIC

I just want to say “amazing!”. I called a moment ago to chase up progress on a recent order, and the customer service guy (slight accent) who answered my query was amazing and so helpful. He was so friendly and explained and elaborated the reason for the order delay so well! I am 75 and cannot remember the last time l have ever had anyone so helpful! I wish l had asked for his name because he is such an asset to you. People like that leave a lasting impression and tip the scales in favour of dealing with you and recommending you to others. I had you on speaker and as l said to my wife who was overhearing….” You just DON’T get service like that any more!” I am not one for writing, but l just couldn’t let my experience with one of your customer service team go unnoticed! Thankyou!
Nigel, NSW

Ordering process is easy. No hidden or extra costs for getting old appliances removed, going up stairs etc which scores big points with me. Absolutely happy, and the delivery team were fantastic!
Nicky, ProductReview

Great price, quick delivery and customer service. Easy to order online, good range of products and Joe who made the delivery was fabulous - took away my old dishwasher as part of the service.
Mark, ProductReview

Fast delivery and great service. Price Match is a bonus too. Appliances Online is my first go to site when I need an appliance.
Pamela, SA

They are so easy to deal with. We ordered a new washing machine about lunch time on a Sunday and they delivered it on Monday at 1pm.
Ben, NSW

This is not the first time we have purchased via Appliances Online and so far, everything is amazing! Helpful customer service, delivery is on date (we booked a specific delivery date), and the team always helps to unbox and set up the items.
Sam, NSW

Appliances Online offered me well priced products and delivered a highly professional service and great communication. Very competitive against local retail outlets whose prices are invariably higher.
Nigel, ACT

What a brilliant headache free experience! Had my old Bosch dishwasher replaced with a new one. Price was cheaper than HN and GG with the added benefit of free delivery and disconnection and removal of dead dishwasher. Even their installation cost was cheaper than if I used my plumber - savings all round! Meelad was a gentleman, courteous and respectful in my home. He was quick, efficient and knew his stuff when installing the new unit. Very happy with the entire experience from start to finish and I would highly recommend Appliances Online to others without hesitation.
Domee, VIC

Great service. Fast delivery - ordered on Monday, delivered on Tuesday. Goods damaged and delivey had no hesitation to take back and arrange a replacment. Delivered 2 days latter - excellent customer service and the delivery guys were very helpful with unpacking and taking all the packaging away. Well done. I would not hesitate to shop again with Appliances Online. The communication about delivery window and when they were on the way to my place was sensational.
Gem, WA

Fast, efficient and offered the best price for my new Bosch tumble dryer. Delivery was speedy ( next day delivery if ordered before 5pm) , well organized and FREE, they also took away my old appliance free of change. I will definitely use again!
Sarah, WA

2025

• Best Customer Experience for Electronics Retailers – Humii/Shopify

• Best Customer Experience for Electronics Retailers – Humii/Shopify

• Most Loved Brand (Electronics Retailer; White Goods Retailer; Australian Online Store) WINNER – Finder Customer Satisfaction Awards

• Top Value Brand (Electronics Retailer; Australian Online Store) WINNER – Finder Customer Satisfaction Awards

• Legendary Service (Electronics Retailer; White Goods Retailer; Australian Online Store) WINNER – Finder Customer Satisfaction Awards

• Most Trusted (Australian Online Store) WINNER – Finder Customer Satisfaction Awards

• Recommended Brand (Australian Online Store) WINNER – Finder Customer Satisfaction Awards

2024

• Best Online Appliance Store WINNER - CHOICE

• Most Satisfied Customers WINNER - Canstar Blue

• Most Loved Brand (Electronics Retailer; White Goods Retailer) WINNER - Finder Customer Satisfaction Awards

• Top Value Brand (Electronics Retailer; White Goods Retailer) WINNER - Finder Customer Satisfaction Awards

• Legendary Service (Electronics Retailer; White Goods Retailer) WINNER - Finder Customer Satisfaction Awards

• Most Satisfied Customers Award (Electronics Retailers) WINNER - Canstar Blue

• Appliance Retailer of the Year WINNER - WeMoney People's Choice Awards

• Best for Online Experience WINNER - WeMoney People's Choice Awards

• Online Store of the Year [Finalist] - Inside Retail Retailer Awards

• Online Retailer of The Year WINNER, 2024 - National Online Retail Awards (ORIA)

• Best End to End Customer Experience WINNER, 2024 - National Online Retail Awards (ORIA)

• Customer Service Excellence WINNER, 2024 - National Online Retail Awards (ORIA)

2023

• Most Satisfied Customers WINNER - Canstar Blue

• Large Online Retailer of the Year WINNER - National Retail Awards

• Customer Service Excellence WINNER - Online Retail Industry Awards (ORIA)

• Best Rated Whitegoods Retailer WINNER - Finder

2022

• Best Pureplay Retailer WINNER - ORIA

• Customer Service Excellence WINNER - ORIA

• Online Retailer of the Year WINNER - ORIA

• Best Online Electronic Appliance Store WINNER - CHOICE

• Online Retailer of the Year [Finalist] - National Retail Awards

2021

• Online Retailer of the Year [Finalist] - National Retail Awards

• Customer Service Excellence, Best Pureplay Retailer [Finalist], Best Online Retail Marketing Initiative - ORIA

2020

• Online Retailer of the Year WINNER - National Retail Awards