Ace Hardware 2010 Annual Report Download - page 5
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“WHAT’S ON YOUR MIND?” RETAILER SURVEY
In July and August, Ace surveyed our retailers for the first time in
many years. Ace management believed it was important to ask
retailers for their input on the company and our future direction.
Approximately 23 percent of owners participated, along with
hundreds of store managers. The quotes on these pages are
from this survey.
The survey responses were consistent across divisions, regions
and types of stores. Our analysis of the results told us:
•Ace owners are quite happy being part of the Ace family
and with the Ace management team.
•Ace owners appreciate the value of the Ace brand and
advertising. Many described the “best of both worlds” …
the strength and experience of Ace combined with
the freedom to run their own businesses and serve
their communities.
•Overall, owners are pleased with the selection of products
available through Ace. Distribution of merchandise through
the RSCs is another area that got high scores, although
out-of-stocks and damaged merchandise are areas of
concern.
•What owners want most from Ace is better
communication and to feel like they are being heard.
•Ace programs can be inflexible to different retailers’ needs.
•The challenges that accompanied our systems
implementations were frequently mentioned.
Ace team members and retailers have formed teams to develop
ways to improve in these areas. Ace is focusing on three key
areas that were consistently mentioned in the survey:
communications, responsiveness and programs.
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