Ace Hardware tops in customer service
Lowe's came in at no. 3 and Home Depot at no. 4
Ace Hardware tops the latest J.D. Power Home Improvement Retailer Satisfaction Study
Ace Hardware tops the latest J.D. Power Home Improvement Retailer Satisfaction Study
 
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The study on customer satisfaction is complied by market research company J.D. Power
Biz Journals
Ace Hardware has come out on top of the eighth annual J.D. Power Home Improvement Retailer Satisfaction Study that was released recently.

J.D. Power says that while staff and service remain the most influential factors in satisfaction once customers are at a home improvement store, price is what drives customers to a retailer in the first place. This underscores the importance of competitive differentiation efforts via better price and value perception.

The study measures customer satisfaction with home improvement retail stores based on performance in five factors (in alphabetical order):
  • Merchandise (including availability, selection of brands available, usefulness of product information displays, and variety of merchandise offered)
  • Price
  • Sales and promotions
  • Staff and service (including availability, courtesy, ease of checkout, ease of returning merchandise, and knowledge)
  • Store facility (including availability of parking, cleanliness of store, convenience of store location, ease of finding merchandise, and store layout and design)

  • The 2014 study is based on responses from more than 2,900 customers who purchased a home improvement product or service within the previous 12 months from a retail store that sells home improvement products.

    Customers evaluated their primary home improvement retailer. The study was fielded from January 2014 through March 2014.

    For the eighth consecutive year, Ace Hardware ranks highest in satisfying home improvement retail store customers. According to the study:
  • Ace Hardware scored 791 on a 1,000-point scale and performs particularly well in the staff and service factor.
  • Menards ranked No. 2 with a score of 787 and performs particularly well in the price, sales and promotions factors.
  • Lowe's is No. 3 with a score of 779, followed by The Home Depot (763), True Value (747), and Sears (680).
  • Biz Journals
    Ace Hardware's Q1 2014 result the best in its history
    Ace Hardware has record Q1 2014 results
    Ace Hardware Corporation achieved the best first quarter results in terms of revenues and net income in its 90 year history. Total revenues were US$1.1 billion for the first quarter of 2014, an increase of $155.5 million or 16.8%, from the first quarter of 2013. Net income was US$24.4 million for the first quarter of 2014, an increase of $20 million or 454.5% from the first quarter of 2013. John Venhuizen, Ace president and chief executive officer says: "While the frigid winter certainly helped our Q1 business, I'm pleased to see our winter categories were less than 20% of our overall growth as all core hardline departments were up sharply and contributed significantly to our increase." Ace continues aggressive plans in 2014 to help retailers increase sales and profits through 20/20 Vision, the company's long-term retail growth strategy. In addition, Ace's recent acquisition of Emery-Waterhouse serves as a catalyst to leverage wholesale purchasing power.
    Sat, 17 May 2014 | 08:35
    Ace Hardware Corporation is celebrating its 90th anniversary this year
    Ace Hardware turns 90 years young
    Ace Hardware Corporation is celebrating its 90th anniversary. Founded in Chicago in 1924, Ace Hardware now has over 4,850 stores across the globe. They are all dedicated to the same "old school" belief that their neighbors will always value service, convenience and quality. Powered by a high performing supply chain and global merchandising network, Ace retailers continue to be not just the local owners of their stores but the only shareholders of Ace Hardware Corporation. Chairman and third-generation store owner, David Ziegler was recently interviewed by the Chicago Tribune (CT) where he discussed Ace's strategy that put international stores in a separate division, re-established company-owned stores and sold its paint manufacturing operation. The retail co-operative posted the best sales in its history in 2013. Ziegler told the Chicago Tribune's Blue Sky, how a clear sense of purpose enabled the home improvement chain's growth.
    Sun, 6 Apr 2014 | 06:27
    Ace Hardware achieves record revenues of US$1.33 billion in the second quarter of 2014
    Record Q2 results for Ace Hardware
    Investments made by Ace Hardware in the past 12 months have led the retailer-owned co-operative to achieve record revenues of US$1.33 billion in the second quarter of 2014. This is an increase of US$157 million or 13.4%, from the second quarter of 2013. Net income was US$66.5 million for the second quarter of 2014, an increase of US$24.2 million or 57.2% from the second quarter of 2013. The 3,100 Ace retailers who transmit daily retail POS data enjoyed a strong quarter with increased customer count and average transaction size which contributed to a 3.6% same-store-sales increase. For the first half of 2014, same-store-sales at these stores are up 4.2%. The retail co-op also remodelled and re-equipped over 3,300 stores as part of the new Paint Studio initiative which contributed to second quarter wholesale revenues and record retail sales in May.
    Sun, 17 Aug 2014 | 05:22


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