Lowe’s has taken the crown as the top home improvement store in America, according to the J.D. Power 2025 U.S. Home Improvement Retailer Satisfaction Study.
Lowe’s toppled Menards, which was the winner last year, and also beat Ace Hardware, which had ranked No. 1 in customer satisfaction from 2019 to 2023.
The 2025 study was based on a survey of over 2,100 customers who had purchased home improvement-related products from a home improvement retailer in the prior 12 months.
Overall customer satisfaction scores are based on eight factors:
- Additional services
- Digital tools
- Level of trust
- People
- Product/supplies
- Return policy/process
- Store/facility
- Value given the price paid
Shoppers’ satisfaction with home improvement stores is on the rise, up 9 percentage points from 2024, according to J.D. Power. The publication says the rising score is at least in part due to employees who are doing more to keep stores clean and to assist customers.
In a press release, Michael Taylor, senior managing director of the retail intelligence practice at J.D. Power, says:
“The collaborative nature of customers and employees essentially working together toward the same goal has improved the shopping experience.
Customers are coming into stores with greater knowledge of what they want; if store employees can make helpful suggestions, it increases the likelihood that customers will return to that store.”
Here are the retailers included in J.D. Power’s 2025 study and their scores:
- Lowe’s: Overall customer satisfaction score of 680 out of 1,000 points
- Ace Hardware: 672
- Menards: 669
- Home Depot: 665
The average overall customer satisfaction score this year was 671 out of 1,000 points, meaning Menards and Home Depot scored below average.
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