Home Hardware Leads in Customer Satisfaction For D.I.Y. Stores

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Home Hardware Leads in Customer Satisfaction For D.I.Y. Stores

Canadian Tire, Réno Dépot also in the hunt; Rona last

In a random sampling of public opinion taken by the Forum Poll™ among 1268 adult Canadians, Home Hardware (including their Home Building Centres brand) is seen to have the highest customer satisfaction among Canada’s leading DIY, or home improvement stores, slightly ahead of Canadian Tire and Réno Dépot in Quebec.

Almost all Home Hardware customers are satisfied with the store (86%) and a majority are “very satisfied” (52%). Incidence of visiting this store is just less than half (44% of adult Canadians). This score is almost identical to two years ago, when Home Hardware also led the field (April 2014, satisfied - 86%, very satisfied - 53%).

Canadian tire is visited by almost all Canadians (81%), and has a total satisfaction score of almost 9-in-10 (89%). Just fewer than a half are “very satisfied” (49%), and this is similar to their score in 2014 (50%).

Réno Dépot in Quebec is visited by just fewer than a tenth of Canadians (7%), and by about 3-in-10 Quebeckers (29%). It receives an overall satisfaction score of more than 9-in-10 (92%), and high satisfaction is characteristic of just fewer than half (47%).

Home Depot (62% visited, satisfied - 89%, very satisfied - 45%) and Lowe’s (24% visited, satisfied - 78%, very satisfied - 45%) round out the list, except for the last entry, Rona, which does significantly more poorly than other stores.

Rona (visited by close to half of Canadians (47%) scores just over 8-in-10 in total satisfaction (82%), and less than 4-in-10 in high satisfaction (“very satisfied” - 38%).

“Customer satisfaction in the DIY arena is very stable, and the store chains we track are showing the same results they did 2 years ago. While not a mile ahead of competitors, Home Hardware appears to be in a very solid first place" said Forum Research President, Dr. Lorne Bozinoff.