Ace Hardware Receives Top Marks For Customer Service
Ace Hardware has been ranked as the top hardware retailer on the 2024 Forbes Best Customer Service List.
The retailer scored among the top 5% of brands singled out by customers from over 3,000 eligible companies. Forbes, along with data analyst HundredX, calculated the rankings based on a year-long survey of 201,000 people in the US who provided 4.2 million ratings. Survey participants were asked to rate brands on four aspects of both online and in-store customer service: people, speed, services, and resolution.
Based on these factors, Ace Hardware Corporation stood out for its performance, giving it an overall ranking of 33 on the Forbes list.
"It is an honor to be recognized by Forbes for our customer service," said Kim Lefko, senior vice president, chief marketing officer, Ace Hardware. "Our focus on our customers begins with our desire to be helpful. Our local retailers are dedicated to the communities they serve, and when customers come to our store for help on a project, they receive useful advice and products from top-quality brands with performance we stand behind."
According to officials with the retailer, Ace’s Service Guarantee is designed to give customers confidence that no matter which Ace store they visit. Ace promises that store personnel will help customers acquire everything they need on their first trip to Ace. If they find they are missing something, Ace will deliver it for free after the customer purchases the product.
As part of its effort to maintain a high level of customer service, all Ace associates in 2023 completed an additional 15 hours of customer service-oriented training to ensure even more and better personal customer help in the aisles.
"We want to make sure our customers get everything they need on their first visit to the store so they can avoid those extra trips that take away time from weekend projects,” said Lefko. “We also provide our retailers with increased training that ensures they have the products and the advice that our customers prefer and trust with every visit."