Hardware retail industry working on service


Companies in the US hardware retail industry are putting more effort into raising the level of service in their stores. At least that is how the industry interprets the results of the Temkin Experience Ratings 2017, which the consulting firm has published. It states that Ace Hardware came off as the best company in the industry with 81 per cent of the attainable level. True Value achieved 79 per cent, Home Depot and Lowe's each achieved 76 per cent. The relatively good standard of the industry as a whole - the cross-industry highest value is 84 per cent, achieved by the supermarket chain Publix - is explained by the threat from online trading and in particular Amazon. Amazon itself is evaluated in the ranking with 78 per cent. The entire retail industry achieved an average of 74 per cent. There were 48 retailers of all kinds included in the survey out of a total of 331 companies among 20 different industries. In the ratings, a score of 70 per cent or above was considered "good", and a score of 80 per cent or above was considered "excellent". To generate these ratings, consumers were asked to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). In the previous year, retailers had only reached an average of 68 per cent. Rankings in the hardware industry were: True Value (78 per cent), Lowe's (73 per cent), Ace Hardware (71 percent) and Home Depot (69 percent).