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J.D. Power & Associates Ranks Ace Highest in Customer Satisfaction

For a seventh consecutive year, Ace Hardware ranks highest in satisfying home improvement retail store customers, according to the J.D. Power & Associates 2013 Home Improvement Retailer Satisfaction Study.

Ace Hardware achieved a score of 803 on a 1,000-point scale based on its staff and service and store facilities. Menards ranks second with a score of 770, based on its price, sales and promotions.

Overall, the study found customer satisfaction is highest among home improvement retailers that provide a knowledgeable and readily available staff to address customer needs.

“By remaining focused on meeting customer needs through superior sales staff and service, home improvement retailers have the opportunity to leverage a positive customer experience into an increased share of wallet and more customer advocates,” said Christina Cooley, director of the home improvement industries practice at J.D. Power.

The average amount customers spend per visit is slightly lower in 2013 at $1,626, compared with $1,719 in 2012, making the competition to capture a greater share of wallet more fierce.

“Home improvement retailers are continually looking for alternative ways to stay competitive and gain a larger share of wallet,” Cooley said. “Before you can satisfy a customer, you have to create a compelling reason for them to come in the door. Once they arrive, you have many opportunities to delight them with staff assistance and store services.”

About Amanda Bell

Amanda Bell
Amanda Bell was an assistant editor of Hardware Retailing and NRHA. Amanda regularly visited with home improvement retailers across the country and attended industry events and seminars. She earned a degree in magazine journalism from Ball State University and has received honors for her work for Hardware Retailing from the Association of Marketing and Communication Professionals.

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