Big-box home improvement stores like Lowe’s and Home Depot struggle with customer service, while smaller stores like Ace Hardware shine. New data from the Market Force 2025 Home Improvement Panel Study shows Ace and Menards top customer experience scores at 58.0 and 57.7, outperforming big-box competitors. Customer loyalty, helpful staff, and trust key factors.

Ace and Menards excel in customer service, with nearly 70% of survey participants having household incomes over $50,000. Ace Hardware Corporate VP Rebecca Haas emphasizes loyalty as a growth driver. Ace leads in brand image, return likelihood, and recommendation metrics over Home Depot and Lowe’s, signaling a shift towards service over size.

Home improvement retail sees a shift towards customer experience, with J.D. Power 2025 study showing rising satisfaction levels. Lowe’s and Ace Hardware top satisfaction rankings, emphasizing the importance of service and trust. Foot-traffic data from Placer.ai shows Home Depot and Lowe’s facing year-over-year declines amid economic uncertainties.

Menards, the third-largest home improvement chain, excels in store layout, product variety, and price competitiveness. Known for its signature rebate program, Menards builds a loyal customer base through excellent customer service. Smaller stores like Ace Hardware and Menards outperform big-box competitors in customer loyalty metrics, highlighting the value of service over size.

Read more at Yahoo Finance: Ace Hardware, Menards lead key trend Home Depot and Lowe’s missed