Higher Customer Trust with Home Improvement Retailers Means Higher Share of Wallet, J.D. Power Finds

Menard’s Ranks Highest in Customer Satisfaction

Home improvement retailers that are able to secure a perfect trust score from a customer garner a higher share of purchases, according to the J.D. Power 2024 U.S. Home Improvement Retailer Satisfaction Study,^SM released today. Specifically, customers who have complete trust in their home improvement retailer make 80% of their purchases there, compared with 69% when the level of trust in the retailer is good.

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J.D. Power 2024 U.S. Home Improvement Retailer Satisfaction Study (Graphic: Business Wire)

“Only 58% of customers indicated the store was very clean and 52% indicate product information was clear and helpful,” said Michael Taylor, senior managing director of retail intelligence practice at J.D. Power. “These two factors play a vital role in overall customer trust in the retailer and as customers are spending an average of $1,786 a year on home improvement products, these are areas in which the retailer can improve to increase share of wallet and overall customer satisfaction.”

Study Ranking

Menard’s ranks highest in customer satisfaction with a score of 678. Ace Hardware (676) ranks second and Home Depot (665) ranks third.

The 2024 U.S. Home Improvement Retailer Satisfaction Study measures customer satisfaction with home improvement retailers by examining eight dimensions (in alphabetical order): additional services; digital tools; level of trust; people; product/supplies; return policy/process; store/facility; and value given price paid. The study is based on responses from 2,157 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded from January 2024 to March 2024.

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/2024042.

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 55 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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