Dive Summary:

• Home Improvement retailer Ace Hardware continues to rank highest for a seventh consecutive year according to reports on J.D. Power & Assoc.'s Home Improvement Retailer Satisfaction Study.
• The study shows that between 5% and 12% of customers may experience problems while shopping at their main brick-and-mortar home improvement store, with the numbers varying greatly from case to case.
• The J.D. Power report also cited several key issues which plague home improvement retail, such as lack of expertise among store associates and in-store wait times which could be driving consumers to choose e-commerce over physical stores.

From the article:

And although one might think it's a location business -- and J.D. Power says it is, to some extent, a retailer’s proximity to a customer that keeps the customer circling back -- stellar experience clinches it. And not-so-stellar service may not send consumers away from the retail brand, but it does tend to make them shun the bricks and shop the digital store instead.