• Customer satisfaction top home improvement stores U.S. 2021

Out of the key retailers competing within the home improvement and do it yourself (DIY) industry in the United States, Ace Hardware was the most satisfying home improvement retail store for customers with a score of 863 out of 1,000 in 2021. The Home Depot, Lowe’s, and Menards are other big names in home improvement retail in the United States.

Home improvement retail in the United States

The U.S. home improvement industry has witnessed steady sales growth over the past years, with this trend expected to continue in the coming years. The average home improvement spend of U.S. homeowners also highlights the fact that people are putting substantial sums of money into home repair, home improvement and remodeling projects. The Home Depot and Lowe’s dominate the U.S. market, with retail sales dwarfing those of Ace Hardware and Menards. Interestingly, Ace Hardware was the market leader in terms of the number of hardware and home improvement retail stores in operation throughout the United States. Choosing which home improvement retailer to go to is not the only challenge faced by U.S. consumers when undertaking a home improvement project. Finding time is, for example, another big issue cited by homeowners.

Leading home improvement store chains in the United States in 2021, by customer satisfaction (based on a 1,000 point scale)

Home improvement chain	Customer satisfaction (based on a 1,000 point scale)
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Source

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Source

Release date

June 2021

More information

Region

United States

Survey time period

January to February 2021

Number of respondents

2,172 respondents

Special properties

Customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months

Supplementary notes

Rankings are based on numerical scores, and not necessarily on statistical significance. The study measures customer satisfaction based on performance in five factors: staff and service, store facility, merchandise, price and sales promotions.