The 2025 U.S. Home Improvement Retailer Satisfaction Study by J.D. Power reveals a significant uptick in customer loyalty, with 64% of shoppers indicating they would definitely return to their home improvement retailer—a 9 percentage point increase from 2024. This positive shift is attributed to proactive employee engagement and enhanced customer preparedness.J.D. Power
Collaborative Efforts Enhance Shopping Experience
Michael Taylor, Senior Managing Director of Retail Intelligence at J.D. Power, emphasizes the synergistic relationship between informed customers and proactive employees. Customers now enter stores with a clearer understanding of their needs, often due to prior online research. When employees respond with helpful Shoppers suggestions and attentive service, it significantly boosts the likelihood of repeat business.
Key Drivers of Customer Satisfaction
The study assesses customer satisfaction across eight critical dimensions:Hardware Retailing
- Additional Services: Availability of services like installation or equipment rental.Facebook+1X (formerly Twitter)+1
- Digital Tools: Effectiveness of online platforms and mobile applications.
- Level of Trust: Customer confidence in the retailer’s reliability and integrity.
- People: Staff friendliness, knowledge, and responsiveness.
- Product/Supplies: Quality and availability of merchandise.J.D. Power+1X (formerly Twitter)+1
- Return Policy/Process: Ease and fairness of returning products.
- Store/Facility: Cleanliness, organization, and overall ambiance.
- Value Given Price Paid: Perceived fairness of pricing relative Shoppers to product quality.
These dimensions collectively influence the overall shopping experience and customer loyalty. J.D. Power
Retailers Leading in Customer Satisfaction
In the 2025 rankings, Lowe’s achieved the highest customer satisfaction score of 680, closely followed by Ace Hardware with 672. These scores reflect the retailers’ commitment to enhancing various aspects Shoppers of the customer experience, from employee engagement to digital tool effectiveness. J.D. Power
Methodology and Participant Insights
The study is based on responses from 2,143 customers who made home improvement-related purchases within the previous 12 months. Conducted between July 2024 and March 2025, the research provides a comprehensive overview of consumer satisfaction trends in the home improvement retail sector.
Implications for Retailers
The findings underscore the importance of proactive employee behavior and informed customer engagement in enhancing the retail experience. Retailers that invest in staff training, maintain clean and organized stores, and provide effective digital tools are more likely to foster customer loyalty and repeat business.
For more detailed information on the study, visit the official J.D. Power press release
