Ace Hardware Ranked Among Top 10 Companies for Customer Experience in 2018 Temkin Experience Ratings
Ace Hardware Corporation, the world’s largest retailer-owned hardware cooperative, is pleased to announce it has earned top marks in the 2018 Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. Out of 318 companies evaluated, across 20 industries, Ace Hardware once again tied for the top position in the retail category. In addition, Ace was ranked No. 7 overall across all industries.
Results were generated based on feedback from 10,000 U.S. customers who rated their recent interactions with 318 companies, which included 50 national retailers. Experiences were based on three dimensions: success, effort and emotion.
"We are proud and humbled to once again be ranked No. 1 in the retail category for customer experience and a top 10 company overall in the 2018 Temkin Experience Ratings,” said John Venhuizen, President and CEO, Ace Hardware Corporation. “These results speak to our retailers’ relentless focus on the customer and their commitment to providing an exceptional service experience.”
Ace Hardware achieved an overall score of 82 percent, which Temkin classifies as excellent, and exceeded the retail industry average of 74 percent. Ace excelled the most in the “effort” and “success” factors, achieving a score of 89 percent and 87 percent respectively.
“Congratulations to Ace Hardware for once again earning a top 10 spot overall, and tying for the highest score in the retail sector in the 2018 Temkin Experience Ratings,” said Bruce Temkin, the managing partner of Temkin Group. “Our Ratings, now in its eighth straight year of publication, is a fully independent, data-centric benchmark of customer experience that evaluates 100s of companies across 20 industries. Companies like Ace Hardware that rise to the top are making things easier and more emotionally fulfilling for their customers.”
Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world’s largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results.
For more than 90 years, Ace Hardware has been known as the place with the helpful hardware folks in thousands of neighborhoods across America, providing customers with a more personal kind of helpful. In 2017, Ace ranked "Highest in Customer Satisfaction with Home Improvement Retail Stores, Eleven Years in a Row," according to J.D. Power. With more than 5,000 hardware stores locally owned and operated across the globe, Ace is the largest retailer-owned hardware cooperative in the world. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and also have distribution capabilities in Ningbo, China; Colon, Panama; and Dubai, United Arab Emirates. Its retailers' stores are located in all 50 states, the District of Columbia and approximately 55 countries. For more information on Ace, visit acehardware.com or the company newsroom at newsroom.acehardware.com