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06/01/2021

Retailer earns J.D. Power’s top ranking for customer satisfaction — for 14 years

Marianne Wilson
Editor-in-Chief
Marianne Wilson profile picture

The world's largest retailer-owned hardware cooperative is tops with consumers.

For 14 out of the last 15 years, Ace Hardware captured the top spot in the "Highest in Customer Satisfaction Among Home Improvement Retail Stores" category in the J.D. Power 2021 U.S. Home Improvement Retailer Satisfaction Study. Ace ranked No. 1 in four of the five categories: staff and service; in-store experience; online experience; and merchandise.

The 2021 J.D. Power study is based on responses from nearly 2,172 consumers who have purchased home improvement products or services over the past 12 months. Ace ranked highest among major retailers with an overall satisfaction index score of 863 on a 1000-point scale. The company has more than 5,300 locally owned and operated hardware stores in approximately 70 countries.

"We are thrilled to receive this prestigious award recognizing Ace's commitment to the pursuit of serving others," said John Venhuizen, president and CEO of Ace Hardware Corp. "We are very proud of our small—mostly family-run businesses—who live the Ace core values every day, and truly make Ace stores the best, most helpful hardware stores rooted in neighborhoods across the country."