Sunshine Ace Hardware and Crowder Bros. Ace Hardware join independently owned Ace Hardware stores nationwide in earning J.D. Power’s highest ranking for customer satisfaction in 2020.
Ace Hardware ranked “Highest in Customer Satisfaction among Home Improvement Retail Stores” in J.D. Power’s 2020 U.S. Home Improvement Retailer Satisfaction Study.
“This recognition from our customers is truly a reflection of the outstanding associates who live our core values each and every day,” said Sunshine Ace President Michael Wynn. “They care about helping our neighbors find the right solutions and helping put a little ray of sunshine in their day.”
Ace Hardware has achieved the highest ranking in 13 out of 14 years since J.D. Power began surveying the home improvement industry in 2007.
Sunshine Ace, which operates nine stores in Collier, Lee, Charlotte and Pinellas counties, as well as two Crowder Bros. Ace stores in Manatee County, employs more than 430 associates who embody the company’s commitment to customer service.
“Many people have seen Ace Hardware’s commercials that tout it being the ‘place with the helpful hardware folks,’ but that truly defines the customer experience walking into one of our stores,” Wynn said. “From a product and pricing standpoint, we compete every day with big box stores and online retailers, but we offer a concierge level of customer service that clearly distinguishes Ace Hardware from others in the home improvement sector.”
The 2020 J.D. Power study is based on responses from 2,626 consumers nationwide 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 844 on a 1,000-point scale, which is based on five areas: merchandise, price, sales and promotions, staff and service, and store facility.
“The one-on-one engagement a customer has with the retail staff continues to be the largest driver of overall customer satisfaction with home improvement retailers,” said Christina Cooley, director of the @Home practice at J.D. Power. “Now, more than ever, customers are looking for the guidance they need, but they’re also looking to get in and out of the store quickly. When customers receive speedy, knowledgeable and friendly service, they are more likely to return and recommend that retailer.”
Ace Hardware is the largest retailer-owned hardware cooperative in the world with more than 5,300 locally owned and operated hardware stores in approximately 70 countries.
“Receiving this honor from J.D. Power and our customers for the 13th time puts a collective bounce in the step of our local Ace owners and their hard-working, red-vested heroes on the front line,” said John Venhuizen, president and CEO of Ace Hardware Corporation. “We exist to serve others and this recognition inspires us to work even harder to serve and support our neighbors.”