Ace Hardware Highest in Customer Satisfaction among Home Improvement Retailers

The results of J.D. Power and Associates’ 2007 Major Home Improvement Retail Store Satisfaction Study(SM) show that Ace Hardware has the highest customer satisfaction ratings among Home Improvement Retailers.

The inaugural study was based on responses from 16,239 consumers who purchased a home improvement product or service in the previous 12 months from a store that sells home improvement products. The study measured customer satisfaction on six metrics:

• Sales staff
• Merchandise and services
• Store facility
• Price competitiveness
• Sales/promotions
• Checkout

“Home improvement retail stores typically have a wide array of product offerings, which could be overwhelming to shoppers, especially those seeking support for do-it-yourself projects,” said Jim Howland, senior director of the real estate and construction practice at J.D. Power and Associates. “Many of these retailers tout the quality of their customer service in slogans and advertising, but the study tells us that those companies that truly ‘walk the talk’ differentiate themselves and demonstrate notably higher customer satisfaction.”

Among major retailers, Ace Hardware ranked highest with an overall satisfaction score of 812 on a 1,000-point scale, followed by Menards (801) and Lowe’s (798). The Home Depot (757) scored below the industry average of 773 points.

According to the report, customers reported spending an average of $2,138 per year on home improvement products. Ace was rated particularly high for sales staff, store facility, and checkout. Menards performed well on price competitiveness and sales/promotions, and Lowe’s scored well on merchandise.

Overall Customer Satisfaction with Major Home Improvement Retail Stores
(Based on a 1,000-point scale)

Ace Hardware 812
Menards 801
Lowe’s 798
Costco 784
True Value 776
Industry Average 773
The Home Depot 757
Target 757
Sears 756
Wal-Mart 721
Kmart 693