J.D. Power survey: Ace Hardware tops in customer satisfaction for sixth consecutive year
Oak Brook, Ill. -- Ace Hardware ranked highest in customer satisfaction in the J.D. Power and Associates 2012 U.S. Home Improvement Retailer Store Satisfaction Study. Ace has taken the top spot ever since J.D. Powers began researching the home improvement category six years ago.
The J.D. Power and Associates study is based on responses from more than 6,100 consumers who purchased home improvement products or services in the previous 12 months. Ace Hardware ranked highest among major retailers with an overall satisfaction index score of 781 on a 1,000-point scale. According to consumers, Ace performs particularly well in the staff and service and store facility categories.
The score is based on performance in five areas: merchandise, price, sales and promotions, staff and service, and store facility.
“In everything we do, on every scale, we strive to reward the customer with good service, value and quality products.” said Ray Griffith, president and CEO, Ace Hardware Corp. “Ace has rolled out a number of strong customer-facing initiatives that continue to enhance the overall experience in our stores.”