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Survey: Few consumers report recent bad retail experience
Waban, Mass. – In a sign that retailer efforts to enhance customer service may be working, few consumers report having a bad experience with a retailer in the past six months. According to a new Temkin Group report, “What Happens After a Good or Bad Experience, 2015,” only 4% of consumers report having a bad experience with a retailer.
Six retailers are at a 1% reporting level for bad customer experience: True Value, Costco, Bed Bath & Beyond, Ace Hardware, Gap, and Staples.
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Ace Hardware keeps cashing in on the corner store
Ace Hardware’s formula of localizing merchandise and offering individualized customer service is continuing to pay off for the hardware retail cooperative.
The company reported record revenues, profits and patronage for fiscal 2014. Ace had revenues of $4.7 billion, an increase of $546.3 million or 13%. Revenues increased $496.9 million or 12% as compared to fiscal 2013. Net income was $140.9 million for fiscal 2014, an increase of $36.4 million or 34.8%, from fiscal 2013.