#USA #Customer Experience #Ace Hardware #Peachtree Corners #Menards

Ace Hardware and Menards Shine in Customer Experience

In the landscape of home improvement retail, a remarkable shift is underway. According to the 2025 Home Improvement Retail Benchmark Study conducted by Market Force Information, Ace Hardware and Menards have set new standards for customer experience (CX), earning top scores that leave their big box competitors trailing.

A Standout Performance

The study revealed that both Ace Hardware and Menards achieved excellent CX scores—58.0 and 57.7, respectively—surpassing industry averages. Their success can be attributed to various factors that directly influence customer loyalty, such as helpful staff, store ease, and a foundation of trust. Despite traditional giants like Home Depot and Lowe's still dominating the overall purchase share (45.9% and 31.8%, respectively), the results indicate a growing consumer preference for service-oriented experiences over mere product availability.

Market Force's Senior Director of Customer Experience Strategy, David Murray, notes the essence of great retail: “This year's results show that great experiences still beat great advertising.” This sentiment resonates with shoppers who prioritize stores that deliver value, convenience, and genuine assistance.

Why Customers Prefer Ace and Menards

Ace Hardware exemplifies its tagline, “The Helpful Place,” by excelling in assistance availability and customer satisfaction ratings. Their employees are often highlighted for their approach to customer service, making a tangible difference in the overall shopping experience. Menards distinguishes itself through a commendable store layout, attractive product variety, and competitive pricing, effectively addressing common customer frustrations often reported in larger retailers.

The emphasis on delivering a satisfying shopping experience is crucial. Consumers displayed a clear inclination toward stores that prioritize cleanliness, rapid transactions, and friendly support. As consumer habits evolve, retailers who fail to adapt may find themselves at a disadvantage.

The Loyalty Gap

When it comes to customer loyalty, Ace Hardware maintains a slight edge with a Customer Loyalty Index (CLI) score of 4.61, closely followed by Menards (4.54) and Lowe's (4.50). However, the roles shift when evaluating brand trust, where Menards leads with a score of 4.38 against Ace's 4.29, showcasing the significance of the perception customers hold towards a brand's reliability.

Interestingly, Home Depot continues to enjoy consumer loyalty, likely due to its vast presence, which is a critical consideration as more local options pop up. “If you’re Home Depot, you can’t take location for granted—because if there’s a Menards in town, shoppers are noticing the difference,” emphasizes Murray.

Key Drivers of Customer Preference

Consumer feedback from the study indicates that certain factors are paramount when it comes to choosing where to shop. These are:
1. Location Convenience: Proximity is crucial, as many prefers retailers within easy reach.
2. Value and Competitive Pricing: Shoppers are constantly seeking fair deals and quality.
3. Positive Prior Experiences: Past interactions significantly influence customer choices.
4. Rewards and Loyalty Programs: Effective programs can enhance return visits and customer retention.
5. Store Accessibility: An intuitive layout and ease of inventory finding can markedly elevate the customer experience.

Ace and Menards are successfully catering to these preferences while addressing common consumer pain points more effectively than their larger counterparts.

Insights from the Study

The 2025 study involved over 1,000 U.S. consumers, with nearly 70% reporting household incomes over $50,000. The research categorized participants as DIY enthusiasts (50%) or those who opt to hire professionals for projects (26%), therefore acknowledging the diverse needs within the home improvement sector.

In conclusion, while big box retailers like Home Depot and Lowe's continue to hold significant market shares due to their scale and reach, Ace Hardware and Menards are implementing a customer-first approach that resonates more with today’s consumers. To maintain their customer base, large retailers must rethink their operational strategies and focus on enhancing the service aspects of their business. The emerging narrative is clear: a personalized retail experience is becoming the cornerstone of consumer satisfaction and loyalty in the home improvement industry.