Home Depot unified merchandising, loyalty and Pro operations under three EVPs on July 30, building toward what CEO Ted Decker calls a "frictionless interconnected experience." Home Depot's American Customer Satisfaction Index score climbed to 81 in 2026, tying it for the top spot among home improvement retailers. Editor's note: Scores are drawn from the American Customer Satisfaction Index's 2026 Retail and Consumer Shipping Study, which measures satisfaction on a 100-point scale based on customer interviews. As CMSWire has previously reported, customer experience is a discipline, not a department. Home Depot now has the organizational structure, AI investment and customer satisfaction momentum to attempt that connection.