Also gardencenters made a good job and were able – due to the extreme hot weather – to make a significant increase in turnover during the last year. An attractive shopping environment still is of major relevance for shoppers and give an advantage for stationary distributors in comparison to online platforms.

Which DIY chain and gardencenter are leading in customer orientation? This was under examination from the research institute ServiceValue. They are gathering and analyzing every year 3.000 customer feedbacks and categorize the assessments in more than 30 generic and 14 industry specific performance indicators.  

Putting down the single criterias, DIY stores are leading in services regarding “changing and returning products”, “expert advices” and “spacy shopping environment”. Gardencenters lead in customer orientation with “positive shopping atmosphere”, “cooperative service staff” and “clear structured assortment”. The highest customer satisfaction was found in gardencenters if it comes to “broad range of plants and flowers”, “quality of plants” and “neatness and cleanness”.