Ace Hardware Repeats as Customer Satisfaction Leader Among Home Improvement Retailers

Ace Hardware ranks highest in customer satisfaction among home improvement retailers for a sixth consecutive year, according to the J.D. Power and Associates 2012 U.S. Home Improvement Retailer Satisfaction Study.

Having a helpful and knowledgeable sales staff and making the shopping process easy are key drivers of customer satisfaction, according to the  study, which measures customer satisfaction with home improvement retail stores based on performance in five factors. They are staff and service (including availability, courtesy, knowledge); store facility (including ease of finding merchandise and cleanliness); merchandise (including availability and product information); price; and sales and promotions.

Ace Hardware achieves a score of 781 on a 1,000-point scale and performs particularly well in staff and service and store facility. Lowe’s ranks second in the study for the second consecutive year with a score of 769, and performs particularly well in the merchandise factor.

Finishing below the industry average of 758 were Menards (755), The Home Depot (750), True Value (742) and Sears (734).

Overall customer satisfaction has declined slightly among all but one of the retailers included in the study. However, high-ranking retailers continue to differentiate themselves through their knowledgeable and courteous staff and shopper-friendly processes like checkout and returns.

“While many retailers have struggled to right-size their staff with the down economy, Ace Hardware and Lowe’s clearly have kept the focus on their customers,” said Christina Cooley, senior manager of the home improvement industries practice at Westlake Village, Calif.-based J.D. Power and Associates. “To create delighted customers, home improvement retailers must assist customers quickly, help them find the items that they need, and do this with a customer-friendly attitude.”

The study finds that high customer satisfaction leads to store loyalty. Approximately two-thirds (64%) of customers rating their retailer “outstanding” are likely to return to the store or the same chain of hardware stores the next time they shop for home improvement products, compared with just one-fifth of customers not rating their retailer “outstanding” who are likely to do the same.

High-ranking retailers not only have a lower merchandise return rate, but also receive higher satisfaction ratings for their return process. Forty-five percent of customers indicate that they returned merchandise in the past 12 months.

“If retailers’ staff are providing the helpful, informative assistance that customers require, there’s a less likely chance the customer will have to return the merchandise, which not only keeps the customer satisfied, but also helps to mitigate the inconvenience,” said Cooley.

J.D. Power and Associates’ social media research also reinforces the study findings, as the main conversations taking place online about home improvement retailers relate to consumer preference for knowledgeable and professional customer service, seeking interaction with sales staff who have professional or real-life experience (rather than seasonal employees) and retailer loyalty and willingness to travel farther for the right advice/service, materials and price.

The study is based on responses from more than 6,100 customers who purchased a home improvement product or service within the previous 12 months from a retail store that sells home improvement products. Customers were asked to evaluate their primary home improvement retailer. The study was fielded in January and February 2012.

(Source: Marketing Daily, 04/25/12)

Spring soccer season is in full swing on the Outer Banks and local children who participate in OBYSA and league play through OBX Storm Soccer will enjoy knowing that the goals have been secured with sandbags donated by Outer Banks Ace Hardware.

“OBX Storm was looking for a way to keep kids safe from the possibility of a goal falling over and causing serious harm.  We approached Outer Banks Ace because we know the good people who work there.  Outer Banks Ace also has a strong reputation for caring for our community.  Without hesitation, Outer Banks Ace provided us with more than enough sandbags to keep young athletes safe this season and beyond,” said OBX Storm Fundraising Chair, Amy Montgomery.
OBX Storm Inc. is a non-profit organization and is the premiere soccer Club on the Outer Banks of North Carolina.   This club’s goal is to help kids grow in strength and character while enjoying the world’s favorite game.
If your son or daughter enjoys playing soccer or just being involved with a team sport, please visit the OBX Storm website at www.obxstorm.net for additional information about how to get involved.  Scholarships are available.

Because we are local, we know what grows well here and when. We carry a wide selection of annuals, perennials, vegetables and more. All Outer Banks Ace stores have a large assortment of tools, supplies and accessories to help keep your yard looking great – including bagged goods such as soils & mulches. We have live plants at ALL 7 of our convenient locations.

Available stores: Grandy, Manteo, Nags Head, Kitty Hawk, Corolla, Avon & Elizabeth City

The paint department within our stores have gained a solid reputation in our communities, and we are committed to the highest level of customer service and paint quality in Eastern North Carolina.

We would love to serve you!

Outer Banks Ace carries:

Ace Royal

Clark + Kensington (Ace’s new paint & primer in one)

Benjamin Moore (Available in Nags Head, Kitty Hawk & Corolla locations)

You have a bigger pet-like a horse? We’ve got you covered there too with a complete line of not only feed but equine products to keep your extra big pet ready for the winners’ circle.

We can even help you find the right feeder or bird feed to keep your outdoor feathered friends happy too.

Don’t find what you need? Just ask-we order weekly.

Pet toys, treats & foods available stores: Grandy, Kitty Hawk, Nags Head, Manteo, Corolla, Avon & Elizabeth City

•    We offer the largest in-stock rental friendly hot tub selection on the Outer Banks!
•    Check out the Dimension One @home line and our NEW OUTER BANKS SERIES by Dynasty Spas.
•    Delivery from Carova Beach to Hatteras.
•    Knowledgeable staff experienced in hot tub maintenance and repair as well as water chemistry and friendly service.
•    We carry a full line of pool/ spa chemicals & accessories to further enhance your spa experience.

LET ACE PUT THE “AHHHHH” IN YOUR SPA
See Deanna Volk at Kitty Hawk Ace Hardware or call
252-216-4790 or 888-874-SPAS (7727)

Pool & spa chemicals and accessories available at ALL 7 stores!

Are you ‘fired-up’ to get outdoors? Since Outer Banks Ace  carries a  complete line of Weber grills, you’re sure to find the one that will turn you into the next top chef. Whether it’s gas or charcoal, for a neighborhood block party or a quiet dinner for two, Outer Banks Ace is here for you.  What’s more, you won’t find Weber grills with stainless grates at the big box stores since that’s exclusive to Ace!  We even have charcoal park style grills.   Grilling tools, smoking chips, fire pits, umbrellas, coolers, solar lighting-we’ve got it all!

In need of a splash of color in that backyard? Talavera Pottery is the answer.  Each piece is still made the same as it was in the 16th Century.  Outer Banks Ace carries a wide selection of this handmade Mexican pottery that you won’t find anywhere else on the Outer Banks. With colors and designs so beautiful and prices that can’t be beat…well, we bet you’ll want several!

Outer Banks Ace has everything you might need at the best prices. Stop by and see for yourself at all 7 of our convenient locations.

Available stores: Grandy, Manteo, Nags Head, Kitty Hawk, Corolla, Avon & Elizabeth City