Home Hardware Leads in Customer Satisfaction For D.I.Y. Stores

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1 FOR IMMEDIATE RELEASE Home Hardware Leads in Customer Satisfaction For D.I.Y. Stores Canadian Tire, Réno Dépot also in the hunt; Rona last In a random sampling of public opinion taken by the Forum Poll among 1268 adult Canadians, Home Hardware (including their Home Building Centres brand) is seen to have the highest customer satisfaction among Canada s leading DIY, or home improvement stores, slightly ahead of Canadian Tire and Réno Dépot in Quebec. Almost all Home Hardware customers are satisfied with the store (86%) and a majority are very satisfied (52%). Incidence of visiting this store is just less than half (44% of adult Canadians). This score is almost identical to two years ago, when Home Hardware also led the field (April 2014, satisfied - 86%, very satisfied - 53%). Canadian tire is visited by almost all Canadians (81%), and has a total satisfaction score of almost 9-in-10 (89%). Just fewer than a half are very satisfied (49%), and this is similar to their score in 2014 (50%). Réno Dépot in Quebec is visited by just fewer than a tenth of Canadians (7%), and by about 3-in-10 Quebeckers (29%). It receives an overall satisfaction score of more than 9-in-10 (92%), and high satisfaction is characteristic of just fewer than half (47%). Home Depot (62% visited, satisfied - 89%, very satisfied - 45%) and Lowe s (24% visited, satisfied - 78%, very satisfied - 45%) round out the list, except for the last entry, Rona, which does significantly more poorly than other stores. Rona (visited by close to half of Canadians (47%) scores just over 8-in-10 in total satisfaction (82%), and less than 4-in-10 in high satisfaction ( very satisfied - 38%). Customer satisfaction in the DIY arena is very stable, and the store chains we track are showing the same results they did 2 years ago. While not a mile ahead of competitors, Home Hardware appears to be in a very solid first place" said Forum Research President, Dr. Lorne Bozinoff. HIGHLIGHTS: Home Hardware (including their Home Building Centres brand) is seen to have the highest customer satisfaction among Canada s leading DIY, or home improvement stores Almost all Home Hardware customer s are satisfied with the store (86%) and a majority are very satisfied (52%) Canadian tire is visited by almost all Canadians (81%), and has a total satisfaction score of almost 9-in-10 (89%) Réno Dépot in Quebec is visited by just fewer than a tenth of Canadians (7%), and by about 3-in-10 Quebeckers (29%) Customer satisfaction in the DIY arena is very stable, and the store chains we track are showing the same results they did 2 years ago. While not a mile ahead of competitors, Home Hardware appears to be in a very solid first place" said Forum Research President, Dr. Lorne Bozinoff 1

2 Methodology The Forum Poll was conducted by Forum Research with the results based on an interactive voice response telephone survey of 1268 randomly selected Canadian adults. The poll was conducted on July 11 th, Results based on the total sample are considered accurate +/- 3%, 19 times out of 20. Subsample results will be less accurate. Margins of error for subsample (such as age, gender) results are available at Where appropriate, the data has been statistically weighted by age, region, and other variables to ensure that the sample reflects the actual population according to the latest Census data. This research is not necessarily predictive of future outcomes, but rather, captures opinion at one point in time. Forum Research conducted this poll as a public service and to demonstrate our survey research capabilities. Forum houses its poll results in the Data Library of the Department of Political Science at the University of Toronto. With offices across Canada and around the world, 100% Canadian-owned Forum Research is one of the country s leading survey research firms. This Forum Poll and other polls may be found at Forum's poll archive at 2

3 % Trend/Summary Table: July 2016 Very Satisfied July 2016 Total Satisfied July 2016 Percent Visited April 2014 Very Satisfied April 2014 Total Satisfied April 2014 Percent Visited Home Hardware Canadian Tire Reno Depot Home Depot Lowe s Rona

4 Home Depot How satisfied are you with your overall shopping experience with each of the following stores in the past 12 months? [All Respondents] Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very

5 Canadian Tire Overall, how satisfied are you with your overall shopping experience with each of the following stores in the past 12 months? [All Respondents] Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very

6 Home Hardware, including Home Building Centres Overall, how satisfied are you with your overall shopping experience with each of the following stores in the past 12 months? Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very

7 Lowe s Overall, how satisfied are you with your overall shopping experience with each of the following stores in the past 12 months? Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very

8 Rona Overall, how satisfied are you with your overall shopping experience with each of the following stores in the past 12 months? Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very

9 Réno Dépot Overall, how satisfied are you with your overall shopping experience with each of the following stores in the past 12 months? If you haven't visited that store in the last 12 months, just press 9. The first store is [QC Only] Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very Sample NET: Top NET: Btm Very Satisfied Satisfied Very

10 Percent Visited Summary Age % Total Male Female Sample Home Depot Canadian Tire Home Hardware, including Home Building Centers Lowe s Rona Réno Dépot Sample Home Depot Canadian Tire Home Hardware, including Home Building Centers Lowe s Rona Réno Dépot % Total ATL PQ ON MB SK AB BC Sample Home Depot Canadian Tire Home Hardware, including Home Building Centers Lowe s Rona Réno Dépot

11 For more information: Lorne Bozinoff, Ph.D. President Forum Research Inc. Tel: (416) Fax: (416)