Home Depot and Lowe’s might be the best-known home improvement retailers in America, but neither is the favorite of consumers.
That honor goes to Ace Hardware — again.
Ace ranked No. 1 for overall customer satisfaction in J.D. Power’s 2020 Home Improvement Retailer Satisfaction Study, marking the 13th time in 14 years that the retailer outscored the competition.
The 2020 study was based on a survey of more than 2,600 customers who had purchased home improvement-related products from a home improvement retailer in the prior 12 months.
The overall customer satisfaction scores are based on five factors:
- Sales and promotions
- Staff and service
- Store facility
Speedy service from friendly, knowledgeable staff is key. Christina Cooley, director of the @Home practice at J.D. Power, explains:
“The one-on-one engagement a customer has with the retail staff continues to be the largest driver of overall customer satisfaction with home improvement retailers. Now, more than ever, customers are looking for the guidance they need — but they’re also looking to get in and out of the store quickly.”
All of the retailers included in J.D. Power’s 2020 study, and their scores, are:
- Ace Hardware: Overall customer satisfaction score of 844 out of 1,000 points
- Menards: 841
- Lowe’s: 838
- True Value: 832
- Home Depot: 827
The average overall customer satisfaction score this year was 834, meaning True Value and Home Depot scored below average.
Ace Hardware also has a leg up when it comes to savings. Its loyalty program landed the chain a spot in our story “10 Retailers That Give You Rewards on Every Purchase.” As we report:
“Sign up for Ace Rewards, and you’ll get 10 points for every dollar you spend. Accumulate 2,500 points, and you’ll earn a $5 reward. You also receive member-only offers.”
But if you prefer to shop at one of the titans of the home improvement store industry, we’ve got you covered with “6 Tips for Savvy Shopping at Home Depot and Lowe’s.”
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