Home Improvement Retailers Compete with Amazon and Win, J.D. Power Finds

Ace Hardware Ranks Highest in Customer Satisfaction

Despite Amazon continuing to attract more home improvement customers, 87% of home improvement purchases are happening in-store, according to the J.D. Power 2023 U.S. Home Improvement Retailer Satisfaction Study,^SM released today. Additionally, whenever a customer is drawn to a physical retail store, it creates an advantage for that retailer, as 89% of customers make their purchase on their first store visit.

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J.D. Power 2023 U.S. Home Improvement Retailer Satisfaction Study (Graphic: Business Wire)

“The digital aspect of home improvement retailing is becoming increasingly important as more customers are researching online and watching how-to videos, and Amazon is definitely getting a piece of this action,” said Christina Cooley, senior director of the home and retail intelligence practice at J.D. Power. “However, Amazon cannot compete with the holistic journey that brick-and-mortar stores provide. Starting from the digital resources, physical locations have the ability to support customers from project ideation to a personalized in-store shopping and purchase experience.”

Study Ranking

Ace Hardware ranks highest in customer satisfaction for a fifth consecutive year, with a score of 873.

The 2023 U.S. Home Improvement Retailer Satisfaction Study measures customer satisfaction with home improvement retailers by examining five factors (in alphabetical order): in-store experience; merchandise; online experience; price; and staff and service. The study is based on responses from 2,728 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded from December 2022 through March 2023.

For more information about the U.S. Home Improvement Retailer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-home-improvement-retailer-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2023045.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

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