J.D. Power: Ace, True Value Top DIY Satisfaction Study

Ace Hardware tied with True Value for highest in customer satisfaction among home improvement retail stores in the J.D. Power 2019 U.S. Home Improvement Retailer Satisfaction Study.

J.D. Power noted that the home improvement market is taking on a more omnichannel approach, as 41% of consumers considering a purchase in the channel research and/or shop online before making an in-store purchase. Consumers who check out potential purchases online also spend more on home improvement products than those who do not conduct web-based research. Yet, J.D. Power added, many home improvement retailer websites don’t measure up to customer expectations.

John Venhuizen, Ace Hardware president and CEO, said, “Receiving this recognition from J.D. Power and our customers once again is a tremendous honor. We are humbled to receive this award which reflects our Ace owners’ passion for their neighbors and the outstanding service they and their red-vested heroes seek to provide every customer, every time.”

True Value president and CEO John Hartmann, noted, “We are extremely proud of our True Value retailers who work hard to serve their community on a daily basis providing them access to the best products and expert advice needed to complete a project. Recognition from J.D. Power is further validation that our retailers are staying ahead of the curve in a fast changing retail landscape, capitalizing on a nationally recognized brand with relevant, localized promotions and marketing and winning where it matters most, with customers. True Value Co. has been making substantial investments to support our retailers including returning over $250 million of equity to invest as they know best in their business. Clearly their investments are paying off.”

J.D. Power did point out that home improvement websites are not the most appreciated online contact points. Overall satisfaction for home improvement retailer websites is 821 on a 1,000-point scale, a bit lower than the rating for manufacturer websites (832), image and video sharing websites (843) or social networking sites (869).