DIY store survey reveals advisory service weaknesses

So-called mystery shoppers have carried out a quality check on four DIY chains in Vienna – Baumax, Hornbach, Praktiker and Bauhaus – on behalf of Action Agency. They asked two questions: how they could bring their pool up to scratch, and what sort of hedge they should plant. They also had a shopping list for their so-called retail operation. They paid attention both to the advice given and to how easy it was to locate the required products. Not one of the DIY/garden stores they tested met all their requirements. Although the test buyers ascertained significant differences in the quality of advice and orientation in the DIY stores they visited, this was not the case with prices. The best results were achieved by Baumax, which was awarded four hammers out of a total of five for advice and orientation, followed by Praktiker and Hornbach (three hammers each). Bauhaus was bottom of the list with two hammers.