Here’s some of what Frank Blake, the boss at The Home Depot, had to say in a recent conference call with stock-market analysts:
During the quarter, we also rolled out several enhancements to our Pro website, including a bulk pricing program online that mirrors our in-store bulk pricing program, and Marvin and his team continue to focus on improving the in-store experience for our Pros.
We look at customer satisfaction surveys for both our Pro and consumer segments, and our Net Promoter Score for Pros is now consistently over 70%, as is our consumer score.
Our installed services business had another quarter of positive growth, with strength across the country and in all key programs. This is another critical area where we have implemented improvements to our website, in this case with a functionality called MyInstall that’s specifically designed to improve the transparency and communication in install projects and to simplify the customer experience.
We will be adding capabilities to MyInstall throughout 2013.
In the quarter, we completed the purchase of U.S. Home Systems, a kitchen and bath refacing business. This company’s business was already effectively 100% Home Depot-based, but the acquisition will allow us to create more effective interconnection between our stores and the U.S. Home Systems in-home selling platform just as we’ve done with our roofing, siding and windows businesses.
We continue to work on improving our supply chain, and in the quarter, we completed the mechanization of all of our Rapid Deployment Centers, which will further improve the cost effectiveness of this platform.
HD competes with electrical distributors to get the attention (and biz) of electrical contractors. “Installed services” — as far as EleBlog knows — consists of HD recognizing contractors in a given area to provide installations . . . are they doing this with ECs, too? Will they?
[of course, the last paragraph references "supply chain" improvements -- without which HD can't really serve ECs with more than 3 employees]
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