Hardware Retailing The Industry's Source for Insights and Information
Overall satisfaction with home improvement retailers has held steady in 2026, rising one point from 2025 to 672 (on a 1,000-point scale), according to the most recent JD Power 2026 U.S. Home Improvement Retailer Satisfaction Study.
Shoppers noted higher satisfaction in product availability, digital tools and operational services such as clinics, rentals, delivery, installation and reward programs. At the same time, higher spending is making shoppers more sensitive to value. The average amount spent at home improvement retailers in 2026 reached $1,617, an increase of $278 compared with 2025.
“Although there have been meaningful gains in most operational areas, shoppers cannot ignore the rising prices,” says Michael Taylor, senior managing director travel, hospitality, retail and customer service at JD Power. “This sensitivity to value for price paid has a direct impact on trust in the retailer, as both dimensions saw a satisfaction decrease this year. Even with the recent emphasis on technology and delivery, home improvement shoppers still want in‑store advice, and retailers that invest in knowledgeable, service-oriented staff will be best positioned to rebuild trust and drive long-term loyalty.”
The study found that Menards ranks the highest in overall satisfaction with a store of 690. The Home Depot follows with a ranking of 679 and Ace Hardware ranks third at 673.
The 2026 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 2026 study is based on responses from 2,231 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded from March 2025 through March 2026.
