March 14, 2017
Ace Hardware Corporation, the world’s largest hardware cooperative, is pleased to announce it has earned top marks in the 2017 Temkin Experience Rating. Out of 331 companies evaluated, across 20 industries, Ace Hardware tied for the top position in the retail category. In addition, Ace was ranked No. 8 overall across all industries, including the top spot in the among home improvement retailers.
The Temkin Experience Ratings offer a cross-industry, open standard benchmark of customer experience. Results were generated based on feedback from 10,000 U.S. customers who rated their interactions with the 331 companies, which included 48 national retailers. Experiences were based on three dimensions: success, effort and emotion.
“We are proud to be ranked in Temkin’s top 10 rated companies, and humbled to be in the No. 1 position for the retail category,” said John Venhuizen, President and CEO, Ace Hardware Corporation. “These results continue to prove that there is a meaningful place for the locally owned, customer-centric business in today’s economy, and that in the face of ferocious retail competition, David can still beat Goliath.”
“Congratulations to Ace Hardware for earning a top 10 spot overall, and tying for the highest score in the retail sector in the 2017 Temkin Experience Ratings,” said Bruce Temkin, the managing partner of Temkin Group. “Our Ratings, now in its seventh straight year of publication, is a fully independent, data-centric benchmark of customer experience that cuts across 20 industries. Companies like Ace Hardware that rise to the top are making it easy for customers to accomplish their goals while delivering emotionally satisfying experiences.”
Ace Hardware achieved an overall score of 81%, which Temkin classifies as excellent, with the broader retail industry benchmarking closer to 74%. Ace excelled the most in the “success” and “effort” factors.
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.
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