Content about MarketTools Inc.

September 28, 2011

Some of the best leaders in retail have been hammering at customer service initiatives throughout the home channel for years on end. So how are they doing? According to research from San Francisco-based MarketTools Inc., pretty good, but not great.

Of 1,000 consumers asked to think back to their last time they shopped at a home improvement store and describe service on a scale of 1 to 9, the average mark was 6.5. The study, conducted in July using a nationally representative sample of consumers, also found 75.3% believe service has neither improved nor declined.