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 -
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
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%).
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"
Forum Research President, Dr. Lorne Bozinoff.