Proactive Customers, Employees Boost Home Retail: J.D. Power

IntentTech Insights Staff Writer |
May, 2025

Nearly two-thirds (64%) of home improvement retailer shoppers say they would definitely shop at their store again, an increase of 9 percentage points from 2024, according to the J.D. Power 2025 U.S. Home Improvement Retailer Satisfaction Study,^SM released . This increase is due to the proactivity of employees, as they are taking more initiative to keep the stores clean, greeting and assisting customers, as well as an increase in customers shopping on the retailer website before visiting the store.

“The collaborative nature of customers and employees essentially working together toward the same goal has improved the shopping experience,” said Michael Taylor, senior managing director of the retail intelligence practice at J.D. Power. “Customers are coming into stores with greater knowledge of what they want, if store employees can make helpful suggestions, it increases the likelihood that customers will return to that store.”

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Study Ranking

Lowe’s ranks highest in customer satisfaction with a score of 680. Ace Hardware (672) ranks second.

The U.S. Home Improvement Retailer Satisfaction Study assesses customer satisfaction by examining eight critical dimensions: additional services, digital tools, level of trust, people, product/supplies, return policy/process, store/facility, and value for the price paid. The 2025 study is based on responses from 2,143 customers who purchased home improvement-related products from a home improvement retailer within the past 12 months. The study was conducted over a period from July 2024 through March 2025, providing valuable insights into customer experiences and expectations within the home improvement retail sector.

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For more information about the U.S. Home Improvement Retailer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-home-improvement-retailer-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2025045.

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Source – Businesswire