Survey: Consumers Favor Ikea, Ace Store Experiences

According to a survey fielded by Market Force, Ikea is the favorite home furnishings retailer among consumers in the U.S. while Ace Hardware is their favorite home improvement chain.

Ikea earned a score of 75% on the Composite Loyalty Index, placing it ahead of second-place HomeGoods, which earned 63%. Target and Bed Bath & Beyond tied for third with 61%, while Walmart trailed with 43%.

When it comes to what Market Force identifies as the six most important customer experience attributes in the home furnishings sector, Ikea and Target take the top spots. Ikea ranked first for merchandise variety and availability as well as value and store cleanliness. Target ranked tops in store layout and ease of finding merchandise on the sales floor.

Market Force pointed out that 43% of customers said they received assistance during their most recent trip to a home furnishings retailer. Ikea outperformed the other home retailers in customer service. Surveyed consumers said they find its associates to be the friendliest and to have the most product knowledge. They also said its easier to find an associate at Ikea than other chains.

Ace Hardware ranked tops among home improvement retailers once again in 2018 with a score of 68% on the Composite Loyalty Index. Menards ranked second at 57%, Lowe’s third at 54% and Home Depot fourth at  53%.

Market Force examined how the top retailers fare in the seven customer experience attributes it designates as most important to home improvement consumers. Ace dominated, ranking number one in all categories, with especially strong marks for store cleanliness, checkout speed and store layout. Menards tied with Ace for first place for merchandise variety, and took second place for value, merchandise availability and store cleanliness.