Consumers rely on home improvement retailers in their efforts to maintain and update their homes. Retailers able to provide an environment that makes it easy for customers to get the merchandise and guidance they need are more likely to gain a larger share of their customers’ wallets. To achieve customer loyalty, home improvement retailers must understand their customers’ needs and experiences and focus on continual performance improvement to increase customer satisfaction, grow advocacy, and maximize sales.

The Solution

The J.D. Power Home Improvement Retailer Satisfaction StudySM measures key drivers of satisfaction among customers who purchased home improvement-related products from a home improvement retailer. The overall customer experience is based on five key drivers of satisfaction: merchandise; price; sales and promotions; staff and service; and store facility. The study, which provides the home improvement retailer industry with insights into the evolving needs and demands of customers, includes the following objectives:

  • Measure key drivers of satisfaction among customers who purchased home improvement-related products from a home improvement retailer
  • Measure brand image and reputation
  • Provide an understanding of brand awareness and how customers view retailers
  • Examine customer shopping patterns and brand-level consideration
  • Gauge how customers shop at home improvement retailers
  • Measure product quality and/or problems experienced
  • Deliver insight into what drives customer loyalty and commitment