Proactivity of Home Improvement Retail Customers and Employees Improving Experience, J.D. Power Finds

TROY, Mich.--(BUSINESS WIRE)--May 14, 2025--

Nearly two-thirds (64%) of home improvement retailer shoppers say they would definitely shop at their store again, an increase of 9 percentage points from 2024, according to the J.D. Power 2025 U.S. Home Improvement Retailer Satisfaction Study, SM released today. This increase is due to the proactivity of employees, as they are taking more initiative to keep the stores clean, greeting and assisting customers, as well as an increase in customers shopping on the retailer website before visiting the store.

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“The collaborative nature of customers and employees essentially working together toward the same goal has improved the shopping experience,” said Michael Taylor, senior managing director of the retail intelligence practice at J.D. Power. “Customers are coming into stores with greater knowledge of what they want, if store employees can make helpful suggestions, it increases the likelihood that customers will return to that store.”

Study Ranking

Lowe’s ranks highest in customer satisfaction with a score of 680. Ace Hardware (672) ranks second.

The U.S. Home Improvement Retailer Satisfaction Study measures customer satisfaction with home improvement retailers by examining eight dimensions (in alphabetical order): additional services; digital tools; level of trust; people; product/supplies; return policy/process; store/facility; and value given price paid. The 2025 study is based on responses from 2,143 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded from July 2024 through March 2025.

For more information about the U.S. Home Improvement Retailer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-home-improvement-retailer-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2025045.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info

J.D. Power 2025 U.S. Home Improvement Retailer Satisfaction Study

LOS ANGELES (AP) — Giannis Antetokounmpo blocked a shot by LeBron James and stole the ball from him on consecutive possessions in the final minute, and the Milwaukee Bucks blew a fourth-quarter lead before rallying for a 105-101 victory over the Los Angeles Lakers on Friday night.

Kevin Porter Jr. scored 22 points, and he hit two free throws to break a tie after Antetokounmpo blocked a driving layup attempt by James with 39 seconds left.

Antetokounmpo then knocked the ball out of James' hands from behind with 2 seconds left, and Porter hit two more free throws to seal Milwaukee's fifth win in seven games — its first over a team with a winning record since Dec. 11. Antetokounmpo finished with 21 points in his lowest-scoring effort since returning from his right calf strain.

Luka Doncic had 24 points and nine assists on 8-of-25 shooting for the Lakers. He had his lowest-scoring performance since Christmas, and he fouled out on Porter's 3-point attempt with 16.2 seconds to play.

James had 26 points, 10 assists and nine rebounds, but Antetokoumpo got the best of the top scorer in NBA history at crunch time. Los Angeles has lost six of 10.

Milwaukee surged to a double-digit lead in the first half even with Antetokounmpo on a minutes restriction in his injury return. Doncic scored 12 points in the third quarter but also committed four fouls in the period, including his fifth of the game.

Los Angeles abruptly erased its deficit by going on a 17-4 run to open the fourth, with James putting the Lakers ahead when he stole the ball from Antetokounmpo for a layup with 6:02 left. Milwaukee missed nine of its first 12 shots in the period, but Porter's layup tied it with two minutes left.

Lakers starters Austin Reaves and Rui Hachimura remain sidelined by injury, but Hachimura (calf) might return early next week from his six-game absence, coach JJ Redick said.

Bucks: At Denver on Sunday.

Lakers: At Sacramento on Monday.

AP NBA: https://apnews.com/NBA

Los Angeles Lakers guard Marcus Smart, left, tries to shoot as Milwaukee Bucks guard Gary Trent Jr. defends during the first half of an NBA basketball game Friday, Jan. 9, 2026, in Los Angeles. (AP Photo/Mark J. Terrill)

Los Angeles Lakers guard Luka Doncic, left, and Milwaukee Bucks guard Kevin Porter Jr. go after a loose ball during the first half of an NBA basketball game Friday, Jan. 9, 2026, in Los Angeles. (AP Photo/Mark J. Terrill)