Hardware Retailing The Industry's Source for Insights and Information
J.D. Power released its 2025 U.S. Home Improvement Retailer Satisfaction Study, measuring key drivers of satisfaction among customers who purchased home improvement-related products from a home improvement retailer.
The study noted 64% of home improvement retailer shoppers would definitely shop at their preferred store again, an increase of 9 percentage points from 2024. This increase is mainly due to the proactivity of employees as they are making more efforts to keep stores clean, greet and assist customers and increase customer online shopping.
The study measures customer satisfaction by examining eight dimensions: additional services; digital tools; level of trust; people; product/supplies; return policy/process; store/facility; and value given price paid.
Lowe’s ranked highest in customer satisfaction with a score of 680, just ahead of Ace’s second place ranking of 672 points.
“The collaborative nature of customers and employees essentially working together toward the same goal has improved the shopping experience,” says Michael Taylor, senior managing director of the retail intelligence practice at J.D. Power. “Customers are coming into stores with greater knowledge of what they want, if store employees can make helpful suggestions, it increases the likelihood that customers will return to that store .”
