The 2020 study was based on a survey of more than 2,600 customers who had purchased home improvement-related products from a home improvement retailer in the prior 12 months.
The overall customer satisfaction scores are based on five factors:
Sales and promotions
Staff and service
Gallery: 10 Mistakes That Cost You Money at Warehouse Stores (Money Talks News)
10 Mistakes That Cost You Money at Warehouse Stores
1. Not earning cash back
2. Assuming that you need a membership
3. Not planning your meals
4. Not reviewing the ads and deals
5. Not figuring what you actually need
6. Keeping things you don’t need
7. Not splitting what you can
8. Ignoring your household size
9. Forgetting your home’s space limits
10. Not being flexible about your shopping list
Speedy service from friendly, knowledgeable staff is key. Christina Cooley, director of the @Home practice at J.D. Power, explains:
“The one-on-one engagement a customer has with the retail staff continues to be the largest driver of overall customer satisfaction with home improvement retailers. Now, more than ever, customers are looking for the guidance they need — but they’re also looking to get in and out of the store quickly.”
All of the retailers included in J.D. Power’s 2020 study, and their scores, are:
Ace Hardware: Overall customer satisfaction score of 844 out of 1,000 points
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