Window World Ranks Highest in Overall Satisfaction in J.D. Power StudyJune 11th, 2014 by DWM Magazine
For a second consecutive year, Window World has ranked highest in overall customer satisfaction with patio doors and windows, according to the J.D. Power 2014 Windows and Patio Doors Satisfaction StudySM released today.
Now in its eighth year, the study measures satisfaction among customers who purchased windows or patio doors based on performance in five factors (in alphabetical order): appearance and design features; operational performance and durability; ordering and delivery; price paid for products and services received; and warranty.
Window World, with a score of 806 (on a 1,000-point scale), ranked highest in customer satisfaction, improving by five points from 2013. Following Window World in the rankings were Pella (797) and Champion, Milgard and Simonton in a three-way tie (796 each).
“While Window World performs particularly well in warranty and price, they also differentiate themselves by truly owning the customer throughout the entire process,” says Christina Cooley, director of the home improvement practice at J.D Power. “To drive satisfaction and create brand advocates, it’s important that window manufacturers are able to effectively present their brand and product value proposition from the point a customer starts shopping for windows through even post-installation.”
The study also found that overall satisfaction with patio doors and windows is 789, a 15-point increase year over year, with performance in all factors also increasing from 2013. Likewise, the report shows that nearly three-fourths (71 percent) of customers make their decisions on their patio doors and windows themselves.
According to the report, consumers’ top reasons for choosing a brand are: best value for budget; a recommendation from a professional; and past experience with a brand.
The study also found that nearly one-third (32 percent) of customers say they “definitely will” purchase their patio door and window brand again, and 36 percent say they “definitely will” recommend their window brand and patio door brand.
In 2014, customers spent more on window and patio door purchases, compared with last year ($3,963 vs. $3,702, respectively) and purchase more window units on average (eight vs. seven units, respectively), according to the report.
The study also found that 75 percent of patio door and window customers are replacing existing windows either due to the condition of previous windows (42 percent) or to improve energy efficiency (50 percent). The study also found an increase in the percentage of customers purchasing low-E glass, compared with 2013 (43 percent versus 37 percent, respectively).
“Customers are doing more homework during the shopping process and are paying more attention to the window energy efficiency offerings, so whatever manufacturers can do to communicate the energy efficiency benefits of their windows is likely to drive the value of the windows in the eyes of potential customers,” says Cooley.
The 2014 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,300 customers who purchased patio doors or windows doors during the previous 12 months. The study was fielded from January through April 2014.