Excellent level of service – which hardware store can convince?

Excellent level of service
Which hardware store can convince?

Spring has arrived, for many it is time to redesign the garden or balcony, or to renovate the apartment. You can find what you need in one of the many hardware stores. But which one offers the best deal and also has good service?

If you look at the service, home improvement stores have made it through the crown restrictions phase well. This is proved by the test of the German Institute for Service Quality. Compared to the preliminary study, the sector has improved from a good overall result to a very good level of service (currently: 81.0 points, 2020: 78.4 points). Seven of the eight suppliers achieved a “very good” quality score, and one company achieved a good overall result.

Convincing consulting service


The competence of the DIY store employees is positive: in the test, customers receive technically correct and often also individually and needs-based advice. Employees can also stand out in terms of friendliness and motivation. Small deficits: More than one in five answers is too superficial and in more than a third of cases employees do not present product alternatives.

Waiting times like a drop of bitterness

Waiting times can become a nuisance for the customer – in the test, it took an employee almost four minutes on average to be available for advice. Being actively approached by an employee is by no means the norm, even if you seek help in the hardware store.

However, the information available in home improvement stores has proved to be a good place to go – interested parties are usually served very quickly here, and waiting times for recommendations can be significantly reduced. Markus Hamer, managing director of the German Institute for Service Quality, takes stock: “In addition to the very diverse range in general in the classic product categories, it is also worth mentioning the additional services offered. From wood cutting and mixing of paints, on delivery service, on tool and Rental of means of transport – the hardware stores are very convincing in this area. ”

The best service hardware stores

With the “very good” quality rating. Hellweg emerged as the test winner from the service study. In comparison, employees demonstrate the highest consulting competence: they answer questions about products in a very individual and always correct way. Hellweg was also the leader in the range thanks to a wide variety of products. Especially in the fields of tools and machines, as well as lamps and electrical goods, Hellweg offers an extremely broad range. In addition, special offers in the markets are clearly visible. Numerous additional services, including tool rental in all tested branches, complete the positive result.

It takes second place Hornbach, even with an excellent result. Employees are particularly good at communication and guide customers in an active, very friendly and motivated way through consultations. In addition, hardware stores are very inviting and convince with an appealing product presentation. Another plus: the relatively short waiting times for advice.

Third place Globo hardware store (Quality rating: “very good”). The branches are very attractively designed, extremely clean and offer good orientation options. Employees inquire specifically about customer needs and thus often guarantee a simple solution to the problem.

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