The J.D. Power 2015 U.S. Home Improvement Retailer Store Satisfaction Study ranked Ace Hardware “Highest in Customer Satisfaction among Home Improvement Retail Stores” for the ninth year in a row.
The J.D. Power study is based on responses from nearly 3,000 consumers who purchased home improvement products or services in the previous 12 months. Ace Hardware ranked highest among major retailers with an overall satisfaction index score of 807 on a 1,000-point scale. According to consumers, Ace performs particularly well in the categories of staff and service, as well as store facility.
The score is based on performance in five areas: merchandise, price, sales and promotions, staff and service, and store facility.
Lowe's ranked second on the list with a score of 801. Menards, with a score of 792, ranked third.
According to Christina Cooley, director of home improvement industries at J.D. Power, retailers are fighting for a larger share of wallet, making service and offerings increasingly important. "The retailers that best align their resources and investments to helping customers be successful in their home improvement projects will continue to build a a delighted and loyal customer base," she said.
John Venhuizen, President and CEO, Ace Hardware Corporation said the company was honored and humbled by the recognition. “We believe we've been blessed to be in the business of serving others," he said. "Recognition like this from J.D. Power motivates the Ace enterprise to work even more diligently to amaze our customers and better serve our neighbors."
Earlier this year Ace Hardware launched the Ace Center for Excellence,which aims to help companies improve upon their customer experience through customized solutions, such as keynotes and workshops.