Stories by Naomi Jackson, Gerard Norsa

  • Mystery shopper

    With the proliferation of small independent retailers in Australia, including a great many that are also systems assemblers, customers have an enormous degree of choice in the computer they buy. Even so, computer superstores such as Harvey Norman offer a range of big-name brands at often comparable prices. The question is, which offers the best experience for customers? Which approach offers the best service, and which offers the best value? Naomi Jackson and Gerard Norsa recently went undercover to observe the different approaches to satisfying consumer demand taken by a mass merchant and an independent dealer