Ace Hardware
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Retail customer experiences ranked

BY Marianne Wilson

It’s a tie. Ace Hardware and Dollar Tree tied for the top spot in the retail industry (with an 82% score) in the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. Along with landing the top spot in the retail industry, Ace Hardware and Dollar Tree placed 7th overall out of 318 companies across 20 industries.

Overall, the retail industry averaged a 74% rating in the 2018 Temkin Experience Ratings and came in third place out of 20 industries.

“Ace Hardware and Family Dollar lead a strong group of retailers. In fact, more than three-quarters of retailers earned good or excellent scores,” said Bruce Temkin, managing partner of Temkin Group.

The ratings of all retailers in the 2018 Temkin Experience Ratings are as follows:

  • Ace Hardware: 82%
  • Dollar Tree: 82%
  • Family Dollar: 81%
  • BJ’s Wholesale Club: 80%
  • Amazon.com: 79%
  • Menards: 79%
  • PetSmart: 79%
  • True Value: 78%
  • Walgreens: 78%
  • Dollar General: 78%
  • Staples: 77%
  • Sam’s Club: 77%
  • Home Depot: 77%
  • QVC: 76%
  • eBay: 76%
  • O’Reilly Auto Parts: 76%
  • Bed Bath & Beyond: 76%
  • Bath & Body Works: 76%
  • Advance Auto Parts: 76%
  • Barnes & Noble: 76%
  • Costco: 75%
  • Rite Aid: 75%
  • Kohl’s: 75%
  • JCPenney: 75%
  • T.J. Maxx: 75%
  • Dick’s Sporting Goods: 74%
  • Lowe’s: 74%
  • Target: 73%
  • Office Depot: 73%
  • 7-Eleven: 73%
  • Etsy: 72%
  • AutoZone: 72%
  • Ross: 72%
  • Old Navy: 72%
  • CVS: 71%
  • Michael’s: 71%
  • Nordstrom: 71%
  • Toys ‘R’ Us: 71%
  • Gap: 69%
  • Marshalls: 69%
  • GameStop: 69%
  • Wal-Mart: 69%
  • Best Buy: 68%
  • Macy’s: 67%
  • Apple Retail Store: 67%
  • Kmart: 67%
  • Sears: 66%
  • Foot Locker: 65%
  • Office Max: 65%

The 2018 Temkin Experience Ratings evaluates 318 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”

The 2018 Temkin Experience Ratings can be accessed at TemkinRatings.com.

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S.Birdsall says:
Apr-10-2018 08:08 am

I’m not sure comparing stores with low to no customer service requirements to those that demand extensive customer service due to the complexity of the products being sold is a fair comparison. These should be catigorized for a more accurate reflection of customer satisfaction. IMHO

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Ace honors Vendors of the Year

BY HBSDealer Staff

Oak Brook, Ill.-based Ace Hardware Corp. recognized 11 companies as 2017 “Vendor of the Year” honorees. The awards were based on the vendors’ efforts to help the co-op invest in the brand, support its business-to-business efforts and align with Ace’s long-term growth strategy.

The following companies were recognized during the co-op’s Spring Convention in Dallas:

  • Magnolia Paint/Kilz (Paint)
  • Freud/Diablo (Tools/Auto/Farm)
  • Duracell (Electrical)
  • Charlotte Pipe (Plumbing)
  • United Solutions (Hardware)
  • e-cloth (Cleaning/Home/Impulse)
  • The Scotts Company (Lawn & Garden)
  • Big Green Egg (Outdoor Living)

“Providing legendary service, convenience and quality is who we are at Ace,” said John Sommers, VP of merchandising. “Our vendor partners understand that and share our commitment to making sure our retailers have access to the best portfolio of product offerings. This year’s group of honorees went to great lengths to advance our vision of being the most helpful hardware stores on the planet with the best brands.”

Additionally, Ace also recognized three vendors for their work in specialty categories:

  • Koopman International, a family-owned company based in the Netherlands that offers kitchen and home décor items, received the International Award for demonstrating superior support of Ace International programs with measurable impact.
  • NEBO was named Ace Hardware’s Innovation Vendor of the Year for its support and growth of innovation via products and programs, including the launch of its new line of work lights.
  • 3M received the Ace Foundation Children’s Miracle Network (CMN) Vendor of the Year award in recognition of its donations and sponsorship of Ace Foundation and CMN events.

 

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Do it Best IT exec to retire

BY HBSDealer Staff

Do it Best Corp. VP of Information Technology Mike Altendorf will retire effective Aug. 10, capping a 30-year career in home improvement. Altendorf joined Do it Best Corp. in 2009 as director of IT business planning and architecture and was appointed VP of IT seven months later.

Altendorf’s contributions to the co-op also include establishing a business intelligence platform, many new operational systems, and numerous upgrades to both software and hardware systems. Altendorf is especially proud of his team and enjoyed contributing to their growth. One example was the creation of Techapalooza, the co-op’s annual in-house, week-long technology conference that draws respected industry leaders and speakers from across the country.

The co-op expects to name Altendorf’s successor later this spring, and is conducting a search, both internally and externally.

Prior to joining Fort Wayne, Ind.-based Do it Best Corp., Altendorf served for more than 20 years at Ace Hardware, including five years as its vice president of IT. His first job as a high school student was at a lumberyard and hardware store in his native Chicago, where he worked for 10 years.

“I am so honored to have been able to help lead and grow our IT team at Do it Best Corp. over the last decade,” Altendorf said. “And I’m privileged to have spent so much of my career in the home improvement industry. From my very first experience in this industry as a teenager, I’ve learned how rewarding it is to help independently owned businesses grow and thrive. The industry includes so many wonderful family businesses and great people.”

In addition to his extensive professional experience, Altendorf has been an active as a volunteer and educator in the communities he’s called home. He served on the faculty at Northern Illinois University prior to relocating to Fort Wayne, where he continues to serve on a professional advisory board for the department of computer science at Purdue University Fort Wayne and the industry advisory board for computer science at the University of Saint Francis; he is also a member of the board of advisors for Carmel, IN-based Eleven Fifty Academy, a nonprofit organization focused on computer-programming training. He recently completed his term as board chair with the Northeast Indiana Innovation Center. He also serves on the Parkview Health System Foundation board and has volunteered with Big Brothers Big Sisters of Northeast Indiana for several years.

“Mike has been the driving force behind a period of tremendous growth with our IT team – an era that has had a profoundly positive impact on our members,” explained Do it Best Corp. President and CEO Dan Starr. “On behalf of our members and fellow team members, we are incredibly grateful to Mike for his years of service and commitment to making this co-op and his community a better place.”

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