The J.D. Power and Associates 2011 U.S. Home Improvement Retailer Store Satisfaction Study ranked Ace Hardware highest in customer satisfaction among home improvement retail stores. It's the fifth straight year for the recognition.
“Ace is a go-to resource in communities large and small throughout America, and our retailer-owned stores know how to deliver on the brand’s helpfulness promise,” said Ray Griffith, president and CEO of the Oak Brook, Ill.-based hardware co-op with some 4,500 stores. “We strive to make a positive impact on our customers and be the ‘helpful place’ they know and trust.”
The J.D. Power and Associates study is based on responses from more than 6,900 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 786 on a 1,000-point scale. According to consumers, Ace performs particularly well in the staff and service and store facility categories.
The score is based on performance in five areas: merchandise, price, sales and promotions, staff and service, and store facility.