In its 2025 Home Improvement Retail Benchmark Study, Market Force Information stated that Ace Hardware and Menards earned the highest customer experience scores in the home improvement category based on the factors most tied to loyalty: helpful staff, store ease and trust.
Home Depot and Lowe’s continue to hold the top slots in purchase share, but consumer feedback indicates a shift toward retailers that offer better service and greater confidence, according to the customer experience management company.
Although Home Depot leads in home improvement purchase share at 45.9%, followed by Lowe’s at 31.8%, Ace and Menards came out on top in customer experience scores, at 58 and 57.7, respectively. Lowe’s came in at 51.3 and Home Depot at 47.6%.
“This year’s results show that great experiences still beat great advertising,” said David Murray, senior director of customer experience strategy at Market Force Information. “Shoppers reward brands that make their lives easier: clean stores, fast checkouts, helpful staff, and real value. That’s where Ace and Menards shine.
