Study Finds Customer Service is Key to Brand Distinction

August 12th, 2019 by Kyra Thompson

According to the 2019 J.D. Power Windows and Patio Doors Satisfaction Study, content messaging and customer service are crucial elements for brand distinction among retailers and manufacturers.

It can be hard for customers to assess the differences among brands, the study suggests, emphasizing the importance of maintaining these elements throughout the purchase and installation processes in order to help companies stand out.

“To the typical window customer, it may be difficult to distinguish between two different window brands just based on appearance alone, which means manufacturers and retailers must put forth the effort to differentiate themselves through trust,” said Christina Cooley, at-home intelligence lead at J.D. Power. “To continue to increase customer satisfaction, the focus must be on the contact points with the customer from crafting simple, helpful and effective messaging to attentive and efficient sales and installation processes.”

Dan Marvin, President of Infinity by Marvin

This year, the company ranking highest among manufacturer brand rankings was Infinity from Marvin and highest among retailer rankings was Window World.

On a 1,000-point scale, Infinity by Marvin’s score of 890 was followed by Renewal by Andersen, at 887, and American Craftsman, at 869, in rankings among manufacturer brands. Window World’s score of 878 was also followed by Renewal by Andersen (875) in rankings among retailers.

Results for the manufacturer brand satisfaction segment are based on performance in three factors: appearance and design features, operational performance and durability, and warranty. The retailer segment measures satisfaction among customers by performance in four factors: installation, ordering and delivery prices, and sales and staff service.

The annual study was fielded from January 2019 to May, with responses from 2,913 customers who purchased windows or patio doors within the previous 12 months—nearly half of whom purchased from one of the retailers profiled in the study.

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