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01/13/2022

Ace on e-commerce leaders list

Ace Hardware among top customer-centric buying experiences online: Incisiv index.
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Ace delivery van

Consumer research firm Incisiv recently recognized Ace Hardware’s integrated, customer-centric online-offline buying experience.

Ace Hardware placed among the top 16 “leaders,” highest in the home improvement and hardware category in New York-based Incisiv’s 2022 “Omnichannel Customer Service Index”.

“More than 90% of consumers start their shopping online,” said Bill Kiss, head of digital at Ace Hardware. “Our website is the front door to our brand – helping customers quickly and easily get what they need. It’s also the front door to the best-in-class service – and the unparalleled convenience of our retail stores. Home improvement customers know there’s no better combined experience.”

The Index, released last week, analyzed “bricks and mortar,” mobile and online consumer service experiences of 500 U.S. retailers, said Ace.

An “omnichannel” sales approach seeks to provide a seamless experience for customers engaging with a retailer, whether in a store, on a customer web site or using a mobile device, said the co-op. This is the third consumer research firm to recognize Ace in the past few months.

In December, Redwood City, California-based Reputation ranked Ace Hardware as the second most beloved retailer in America.The firm analyzed 3.7 million Google reviews to calculate a “Reputation Score” for each; Ace Hardware scored highest for “consumer sentiment” and “shopper engagement.”

In November, Quebec-based Orckestra’s fifth annual study of omnichannel capabilities ranked Ace Hardware as third overall of 100 retailers considered. It scored highest in the home improvement category, ahead of The Home Depot, Tractor Supply Co. and Lowe’s, said Ace.

Headquartered in Oak Brook, Ill., Ace Hardware is the largest retailer-owned hardware cooperative in the world with more than 5,500 locally owned and operated hardware stores in approximately 70 countries.