Ace Hardware ranks highest in customer satisfaction in J.D. Power survey

Oak Brook, Ill. -- The J.D. Power and Associates 2011 U.S. Home Improvement Retailer Store Satisfaction Study again ranked Ace Hardware “Highest in Customer Satisfaction with Home Improvement Retail Stores.” Ace has held this position since the organization began researching the home improvement category five years ago.

“Ace is a go-to resource in communities large and small throughout America, and our retailer-owned stores know how to deliver on the brand’s helpfulness promise,” said Ray Griffith, president and CEO of Ace Hardware. “We strive to make a positive impact on our customers and be the ‘helpful place’ they know and trust.”

The J.D. Power and Associates study is based on responses from more than 6,900 consumers who purchased home improvement products or services in the previous 12 months. Ace Hardware ranked highest among major retailers with an overall satisfaction index score of 786 on a 1,000-point scale. According to consumers, Ace performs particularly well in the staff and service and store facility categories. 

The score is based on performance in five areas: merchandise, price, sales and promotions, staff and service, and store facility. 

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