<p><strong><em>大卖场失去优势：为什么 Ace 和 Menards 在决定忠诚度的时刻中获胜</em></strong></p>
<p><strong><em>家居改善研究揭示了是什么驱使购物者远离大卖场，转向本地服务卓越</em></strong></p>
<p>, /PRNewswire/ -- 在 Market Force Information 的 2025 家居改善零售基准研究中，Ace Hardware 和 Menards 在该类别中获得了最高的客户体验（CX）评分，超越了与忠诚度最相关的因素：乐于助人的员工、商店便利性和信任。尽管家得宝和劳氏仍然在购买份额上领先，但消费者反馈显示出一种转变——服务和信任正越来越多地决定购物者选择在哪里消费。</p>
<p>继续阅读</p>
<p><img src="https://imageproxy.pbkrs.com/https://www.prnewswire.com/news-releases/null?x-oss-process=image/auto-orient,1/interlace,1/resize,w_1440,h_1440/quality,q_95/format,jpg" alt="" original-src="https://imageproxy.pbkrs.com/https://www.prnewswire.com/news-releases/null"/></p>
<p>Market Force 2025 家居改善基准研究报告显示了各品牌在客户体验、忠诚度、信任和关键驱动因素上的排名。它还包括关于油漆零售商和油漆品牌客户体验指标和排名的单独报告。</p>
<p>尽管家得宝在购买份额上仍以 45.9% 领先，劳氏以 31.8% 紧随其后，但客户传达了一个明确的信息：<em>服务和信任现在胜过规模。</em> 大型零售商应注意客户对服务的需求，并调整其零售模式，以试图留住他们可能因低价而赢得的客户。较小的零售商应加倍努力提供服务，以留住和发展重视服务定义体验的客户群。</p>
<p><strong>Ace 和 Menards 超越大卖场的地方</strong> Ace Hardware 和 Menards 的客户体验（CX）评分均位居行业领先，分别为 58.0 和 57.7，远高于行业平均水平。特别是 Ace 符合其标语_“乐于助人的地方”_，在帮助可用性（55.8%）和对所获帮助的满意度方面位居所有品牌之首。</p>
<p>“今年的结果表明，出色的体验仍然胜过出色的广告，” Market Force Information 客户体验战略高级总监 David Murray 说。“购物者奖励那些让他们生活更轻松的品牌——干净的商店、快速的结账、乐于助人的员工和真正的价值。这正是 Ace 和 Menards 的强项。”</p>
<p>Menards 在商店布局、产品多样性和价格竞争力方面也表现突出，甚至在购物者传统上报告最多挫败感的领域超越了全国巨头。</p>
<p><strong>忠诚度方程式：体验胜过规模</strong> 在忠诚度方面，Ace Hardware 以 4.61 的分数略微领先于客户忠诚度指数（CLI），紧随其后的是 Menards（4.54）和劳氏（4.50）。</p>
<p>在品牌信任方面，排名发生了翻转——Menards（4.38）超过了 Ace（4.29）——但这两个品牌在大卖场竞争对手中仍然保持着相当大的差距。</p>
<p>有趣的是，消费者仍表示他们将在未来进行_更多_的家得宝购买，这可能是由于其庞大的门店覆盖率，而非客户体验优势。正如 Murray 所指出的，“如果你是家得宝，你不能理所当然地认为位置是优势——因为如果城里有 Menards，购物者会注意到差异。”</p>
<p><strong>购物者认为最重要的因素</strong> 研究发现，消费者继续优先考虑：</p>
<ul>
<li>位置便利性</li>
<li>价值和竞争性定价</li>
<li>积极的先前体验</li>
<li>奖励和忠诚度计划</li>
</ul>
<p>然而，受访者还指出，寻找商品的便利性、商店布局和价格透明度是该类别中持续存在的挫败感，Ace 和 Menards 在这些方面的表现优于其他任何人。以服务为导向的零售商如果开始在价格和便利性上竞争，同时保持高水平的个性化服务，将赢得家居改善消费者的青睐。</p>
<p><strong>数字背后</strong> 超过 1,000 名美国消费者参与了 2025 年的研究，近 70% 的家庭收入超过 50,000 美元。半数被认定为 DIY 爱好者，另有 26% 购买材料但雇佣专业人士——这表明_自己动手_和_为我服务_的细分市场正在推动增长。</p>
<p>Menards 和 Ace 在整体满意度方面领先，而家得宝和劳氏由于规模和便利性保持市场份额优势。沃尔玛也出现在最受欢迎的零售商中，主要是由于较小的维修或季节性项目购买。消费者对油漆品牌和零售商的评估也包含在本研究中。</p>
<p>下载报告，查看各品牌在客户体验、忠诚度、信任和关键驱动因素上的排名：www.marketforce.com/2025-home-improvement-industry-trends</p>
<p>安排 20 分钟的简报，审查对您的商店和竞争对手的影响：</p>
<p>www.marketforce.com/schedule-a-briefing</p>
<p>加入我们的消费者小组：</p>
<p>panel.marketforce.com/become-a-panelist</p>
<p><strong>关于 Market Force Information</strong> Market Force 帮助领先的全球品牌改善每个地点的客户体验和运营。通过包括神秘购物、现场审核、呼叫中心、社交评论、调查、员工参与和分析在内的综合服务包，Market Force 为其重视的客户推动持续增长和盈利能力。Market Force 为餐饮、大卖场和专业零售、杂货、石油便利、酒店、旅游、电信、技术、能源、教育、健康与保健、电影制片厂和影院、健身、金融服务、游戏、消费品、酒精和烟草、制药、政府机构等提供解决方案。Market Force 是 MCI 旗下的公司之一，与 MCI BPO 和 AiCX 一同运营。了解更多信息：www.marketforce.com</p>
<p><strong>关于 MCI</strong> MCI (www.mci.world) 是一家总部位于美国的控股公司，专注于技术和技术驱动服务品牌，包括 MCI BPO (www.mcibpo.com) 和 AiCX (www.aicx.com)。</p>
<p>来源 Market Force Information</p>
<p><img src="https://imageproxy.pbkrs.com/https://rt.prnewswire.com/rt.gif/query-RGF0ZUlkPTIwMjYwMTIzJk5ld3NJdGVtSWQ9Q0w2OTg2NSZUcmFuc21pc3Npb25fSWQ9MjAyNjAxMjMxMTUxUFJfTkVXU19VU1BSX19fX19DTDY5ODY1?x-oss-process=image/auto-orient,1/interlace,1/resize,w_1440,h_1440/quality,q_95/format,jpg" alt="" original-src="https://imageproxy.pbkrs.com/https://rt.prnewswire.com/rt.gif/query-RGF0ZUlkPTIwMjYwMTIzJk5ld3NJdGVtSWQ9Q0w2OTg2NSZUcmFuc21pc3Npb25fSWQ9MjAyNjAxMjMxMTUxUFJfTkVXU19VU1BSX19fX19DTDY5ODY1"/></p>

家得宝

劳氏

<p>在 Market Force Information 的 2025 年家居改善零售基准研究中，Ace Hardware 和 Menards 获得了最高的客户体验（CX）评分，超越了家得宝和劳氏等主要竞争对手。该研究突显了消费者偏好向服务和信任的转变，而非规模，Ace 和 Menards 在员工服务和店铺布局方面表现出色。尽管家得宝在购买份额上领先，但客户忠诚度越来越受到积极体验的影响。该研究涉及超过 1000 名美国消费者，揭示了推动家居改善领域购物者决策的关键因素</p>

<p><strong><em>Big box loses ground: Why Ace and Menards are winning on the moments that decide loyalty</em></strong></p>
<div class="lb-trans"><p><strong><em>大卖场失去优势：为什么 Ace 和 Menards 在决定忠诚度的时刻中获胜</em></strong></p>
</div><p><strong><em>Home Improvement study reveals what's driving shoppers away from big box and toward local service excellence</em></strong></p>
<div class="lb-trans"><p><strong><em>家居改善研究揭示了是什么驱使购物者远离大卖场，转向本地服务卓越</em></strong></p>
</div><p>, /PRNewswire/ -- In Market Force Information's 2025 Home Improvement Retail Benchmark Study, Ace Hardware and Menards earned the highest Customer Experience (CX) scores in the category, outperforming national big box competitors on the factors most tied to loyalty: helpful staff, store ease, and trust. While Home Depot and Lowe's continue to lead purchase share, consumer feedback signals a shift—service and confidence are increasingly determining where shoppers choose to spend.</p>
<div class="lb-trans"><p>, /PRNewswire/ -- 在 Market Force Information 的 2025 家居改善零售基准研究中，Ace Hardware 和 Menards 在该类别中获得了最高的客户体验（CX）评分，超越了与忠诚度最相关的因素：乐于助人的员工、商店便利性和信任。尽管家得宝和劳氏仍然在购买份额上领先，但消费者反馈显示出一种转变——服务和信任正越来越多地决定购物者选择在哪里消费。</p>
</div><p>Continue Reading</p>
<div class="lb-trans"><p>继续阅读</p>
</div><p><img src="https://imageproxy.pbkrs.com/https://www.prnewswire.com/news-releases/null" alt="" original-src="https://www.prnewswire.com/news-releases/null"/></p>
<p>The Market Force 2025 Home Improvement Benchmark Study report shows brand-by-brand rankings across CX, loyalty, trust, and key drivers. It includes a separate report on paint retailer and paint brand CX metrics and rankings.</p>
<div class="lb-trans"><p>Market Force 2025 家居改善基准研究报告显示了各品牌在客户体验、忠诚度、信任和关键驱动因素上的排名。它还包括关于油漆零售商和油漆品牌客户体验指标和排名的单独报告。</p>
</div><p>While Home Depot still leads in purchase share at 45.9%, followed by Lowe's at 31.8%, customers are sending a clear message: <em>service and trust now trump scale.</em> Large retailers should take note of customer needs for service and adjust their retail models to try and retain customers they may have won with low prices. Smaller retailers should double-down on service to retain and grow a customer base that values a service-defined experience.</p>
<div class="lb-trans"><p>尽管家得宝在购买份额上仍以 45.9% 领先，劳氏以 31.8% 紧随其后，但客户传达了一个明确的信息：<em>服务和信任现在胜过规模。</em> 大型零售商应注意客户对服务的需求，并调整其零售模式，以试图留住他们可能因低价而赢得的客户。较小的零售商应加倍努力提供服务，以留住和发展重视服务定义体验的客户群。</p>
</div><p><strong>Where Ace and Menards Beat Big Box</strong> Both Ace Hardware and Menards posted industry-leading Customer Experience (CX) scores—58.0 and 57.7 respectively, far above the industry average. Ace, in particular, lives up to its tagline as <em>&#34;The Helpful Place,&#34;</em> topping all brands in assistance availability (55.8%) and satisfaction with help received.</p>
<div class="lb-trans"><p><strong>Ace 和 Menards 超越大卖场的地方</strong> Ace Hardware 和 Menards 的客户体验（CX）评分均位居行业领先，分别为 58.0 和 57.7，远高于行业平均水平。特别是 Ace 符合其标语_“乐于助人的地方”_，在帮助可用性（55.8%）和对所获帮助的满意度方面位居所有品牌之首。</p>
</div><p>&#34;This year's results show that great experiences still beat great advertising,&#34; said David Murray, Senior Director of Customer Experience Strategy at Market Force Information. &#34;Shoppers reward brands that make their lives easier—clean stores, fast checkouts, helpful staff, and real value. That's where Ace and Menards shine.&#34;</p>
<div class="lb-trans"><p>“今年的结果表明，出色的体验仍然胜过出色的广告，” Market Force Information 客户体验战略高级总监 David Murray 说。“购物者奖励那些让他们生活更轻松的品牌——干净的商店、快速的结账、乐于助人的员工和真正的价值。这正是 Ace 和 Menards 的强项。”</p>
</div><p>Menards also stands out for store layout, product variety, and price competitiveness, outperforming even the national giants in areas where shoppers traditionally report the most frustration.</p>
<div class="lb-trans"><p>Menards 在商店布局、产品多样性和价格竞争力方面也表现突出，甚至在购物者传统上报告最多挫败感的领域超越了全国巨头。</p>
</div><p><strong>The Loyalty Equation: Experience Beats Footprint</strong> When it comes to loyalty, Ace Hardware narrowly tops the Customer Loyalty Index (CLI) with a 4.61, just edging Menards (4.54) and Lowe's (4.50).</p>
<div class="lb-trans"><p><strong>忠诚度方程式：体验胜过规模</strong> 在忠诚度方面，Ace Hardware 以 4.61 的分数略微领先于客户忠诚度指数（CLI），紧随其后的是 Menards（4.54）和劳氏（4.50）。</p>
</div><p>On brand trust, the positions flip—Menards (4.38) surpasses Ace (4.29)—but both brands leave a sizable gap over big box rivals.</p>
<div class="lb-trans"><p>在品牌信任方面，排名发生了翻转——Menards（4.38）超过了 Ace（4.29）——但这两个品牌在大卖场竞争对手中仍然保持着相当大的差距。</p>
</div><p>Interestingly, consumers still say they'll make <em>more</em> future purchases at Home Depot, likely due to its sheer store footprint rather than customer experience advantages. As Murray notes, &#34;If you're Home Depot, you can't take location for granted—because if there's a Menards in town, shoppers are noticing the difference.&#34;</p>
<div class="lb-trans"><p>有趣的是，消费者仍表示他们将在未来进行_更多_的家得宝购买，这可能是由于其庞大的门店覆盖率，而非客户体验优势。正如 Murray 所指出的，“如果你是家得宝，你不能理所当然地认为位置是优势——因为如果城里有 Menards，购物者会注意到差异。”</p>
</div><p><strong>What Shoppers Say Matters Most</strong> The study found that consumers continue to prioritize:</p>
<div class="lb-trans"><p><strong>购物者认为最重要的因素</strong> 研究发现，消费者继续优先考虑：</p>
</div><ul>
<li>Location convenience</li>
<li>Value and competitive pricing</li>
<li>Positive prior experiences</li>
<li>Rewards and loyalty programs</li>
</ul>
<div class="lb-trans"><ul>
<li>位置便利性</li>
<li>价值和竞争性定价</li>
<li>积极的先前体验</li>
<li>奖励和忠诚度计划</li>
</ul>
</div><p>However, respondents also pointed to ease of finding items, store layout, and price transparency as ongoing frustrations across the category, pain points Ace and Menards are addressing better than anyone else. Service oriented retailers who begin to compete on price and convenience, while maintaining high levels of individualized service will win the battle for the home improvement consumer.</p>
<div class="lb-trans"><p>然而，受访者还指出，寻找商品的便利性、商店布局和价格透明度是该类别中持续存在的挫败感，Ace 和 Menards 在这些方面的表现优于其他任何人。以服务为导向的零售商如果开始在价格和便利性上竞争，同时保持高水平的个性化服务，将赢得家居改善消费者的青睐。</p>
</div><p><strong>Inside the Numbers</strong> More than 1,000 U.S. consumers participated in the 2025 study, nearly 70% with household incomes over $50,000. Half identified as DIY enthusiasts, while another 26% buy materials but hire professionals—a sign that both <em>do-it-yourself</em> and <em>do-it-for-me</em> segments are fueling growth.</p>
<div class="lb-trans"><p><strong>数字背后</strong> 超过 1,000 名美国消费者参与了 2025 年的研究，近 70% 的家庭收入超过 50,000 美元。半数被认定为 DIY 爱好者，另有 26% 购买材料但雇佣专业人士——这表明_自己动手_和_为我服务_的细分市场正在推动增长。</p>
</div><p>Menards and Ace lead in overall satisfaction, while Home Depot and Lowe's maintain share advantage due to scale and convenience. Walmart also appeared among the top shopped retailers, largely driven by smaller repair or seasonal project purchases. Consumer evaluations of paint brands and retailers are also available with this study.</p>
<div class="lb-trans"><p>Menards 和 Ace 在整体满意度方面领先，而家得宝和劳氏由于规模和便利性保持市场份额优势。沃尔玛也出现在最受欢迎的零售商中，主要是由于较小的维修或季节性项目购买。消费者对油漆品牌和零售商的评估也包含在本研究中。</p>
</div><p>Download the report and see brand-by-brand rankings across CX, loyalty, trust, and key drivers: www.marketforce.com/2025-home-improvement-industry-trends</p>
<div class="lb-trans"><p>下载报告，查看各品牌在客户体验、忠诚度、信任和关键驱动因素上的排名：www.marketforce.com/2025-home-improvement-industry-trends</p>
</div><p>Schedule a 20-minute briefing to review implications for your stores and your competitor set:</p>
<div class="lb-trans"><p>安排 20 分钟的简报，审查对您的商店和竞争对手的影响：</p>
</div><p>www.marketforce.com/schedule-a-briefing</p>
<div class="lb-trans"><p>www.marketforce.com/schedule-a-briefing</p>
</div><p>Join our growing consumer panel at:</p>
<div class="lb-trans"><p>加入我们的消费者小组：</p>
</div><p>panel.marketforce.com/become-a-panelist</p>
<div class="lb-trans"><p>panel.marketforce.com/become-a-panelist</p>
</div><p><strong>About Market Force Information</strong> Market Force helps leading global brands improve the customer experience and operations at each location. Through an integrated services package including mystery shopping, site audits, contact center, social reviews, surveys, employee engagement and analytics Market Force drives consistent growth and profitability for its valued clients. Market Force provides solutions for restaurants, big box and specialty retail, grocery, petro-convenience, hospitality, travel, telecom, technology, energy, education, health and wellness, movie studios and theatres, fitness, financial services, gaming, CPG, alcohol and tobacco, pharma, government agencies and more. Market Force is part of the MCI family of companies, alongside MCI BPO and AiCX. Learn more at: www.marketforce.com</p>
<div class="lb-trans"><p><strong>关于 Market Force Information</strong> Market Force 帮助领先的全球品牌改善每个地点的客户体验和运营。通过包括神秘购物、现场审核、呼叫中心、社交评论、调查、员工参与和分析在内的综合服务包，Market Force 为其重视的客户推动持续增长和盈利能力。Market Force 为餐饮、大卖场和专业零售、杂货、石油便利、酒店、旅游、电信、技术、能源、教育、健康与保健、电影制片厂和影院、健身、金融服务、游戏、消费品、酒精和烟草、制药、政府机构等提供解决方案。Market Force 是 MCI 旗下的公司之一，与 MCI BPO 和 AiCX 一同运营。了解更多信息：www.marketforce.com</p>
</div><p><strong>About MCI</strong> MCI (www.mci.world) is a U.S.-based holding company for technology and tech-enabled services brands, including MCI BPO (www.mcibpo.com) and AiCX (www.aicx.com).</p>
<div class="lb-trans"><p><strong>关于 MCI</strong> MCI (www.mci.world) 是一家总部位于美国的控股公司，专注于技术和技术驱动服务品牌，包括 MCI BPO (www.mcibpo.com) 和 AiCX (www.aicx.com)。</p>
</div><p>SOURCE Market Force Information</p>
<div class="lb-trans"><p>来源 Market Force Information</p>
</div><p><img src="https://imageproxy.pbkrs.com/https://rt.prnewswire.com/rt.gif/query-RGF0ZUlkPTIwMjYwMTIzJk5ld3NJdGVtSWQ9Q0w2OTg2NSZUcmFuc21pc3Npb25fSWQ9MjAyNjAxMjMxMTUxUFJfTkVXU19VU1BSX19fX19DTDY5ODY1" alt="" original-src="https://rt.prnewswire.com/rt.gif?NewsItemId=CL69865&amp;Transmission_Id=202601231151PR_NEWS_USPR_____CL69865&amp;DateId=20260123"/></p>

Ace Hardware 和 Menards 在 2025 年市场力量研究中为 DIY 爱好者提供了最佳客户体验