J.D. Power Report: Window and Patio Door Industry Benefited from Digital Consultations

August 10th, 2021 by Editor

The COVID-19 pandemic brought unparalleled economic and logistical challenges, yet consumer spending on home improvements and repairs continued to grow. According to the J.D. Power 2021 U.S. Windows and Patio Doors Satisfaction Study,SM released last week, by adjusting its business model to accommodate virtual consultation and offer discounts and incentives the window and patio door industry’s efforts helped drive higher customer satisfaction.

“Unlike other areas of the home improvement marketplace, window and patio door sales are often driven by an in-home consultation with experts who can talk consumers through not only their window options but also provide specific recommendations based on the home layout and design,” said Christina Cooley, director of home intelligence at J.D. Power. “Consistently, we find that manufacturers and retailers that make it easy to comparison shop and provide expert guidance are those that perform best in the study. This past year, they had to adapt, and many did so successfully. A majority—54%—of customers had some form of expert consultation and 11% of those consults were conducted virtually.”

Within the study, Renewal by Andersen ranked highest in the manufacturer segment with a score of 886 (on a 1,000-point scale), closely followed by American Craftsman with a score of 878 with Milgard just behind them, with 874.

Renewal by Andersen also ranked highest in the retail segment in a tie with The Home Depot, each with a score of 876. Window World ranked third with a score of 874.

The 2021 U.S. Windows and Patio Doors Satisfaction Study is based on responses from 3,124 customers who purchased windows or patio doors within the previous 12 months. The study was fielded from January through May 2021.

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