J.D. Power Window Survey: Customers Hold the Brand ResponsibleJune 12th, 2013 by DWM Magazine
Whether manufacturers have direct interactions with their customers or whether they depend on a dealer base, customers ultimately hold the brand responsible for their satisfaction, according to the J.D. Power & Associates 2013 Windows and Patio Doors Satisfaction Study released today.
Now in its seventh year, the study measures satisfaction among customers who purchased new windows or patio doors based on performance in five factors: ordering and delivery; operational performance and durability; appearance and design features; price paid for products and services received; and warranty.
Simonton and Window World tie for highest in overall customer satisfaction with windows and patio doors with a score of 801 each (on a 1,000-point scale), which is 16 points higher than the next highest brand.
Simonton performs particularly well in two of the five factors: ordering and delivery; operational performance and durability. Window World (in a tie with Simonton) ranks highest in the study for the first time and performs particularly well in the price paid for products and services received and warranty factors.
Overall satisfaction with windows and patio doors is 774 and remains relatively flat year over year. The only brands to notably increase are those that rank above the study average: Window World, Thermastar by Pella and Champion. All other brands either remain consistent year over year or decline in satisfaction.
The study finds that window and patio door brands that earn high levels of customer satisfaction tend to often also have higher levels of customer loyalty. Among window and patio door customers, 28 percent say they “definitely will” recommend their window and patio door brand to others, and 22 percent say they “definitely will” purchase the same brand again.
The 2013 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,550 customers who purchased new windows or patio doors during the previous 12 months.