Simonton, Window World Top J.D. Power Study
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 tied 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 performed particularly well in two of the five factors: ordering and delivery; operational performance and durability. Window World (in a tie with Simonton) ranked highest in the study for the first time and performs particularly well in the price paid for products and services received and warranty factors.
"Simonton and Window World are great examples of how companies deliver an outstanding customer experience despite varying sales and delivery methods," says Christina Cooley, J.D. Power director of the home improvement practice. "What customers care most about are having an easy, convenient and reliable ordering, delivery and installation process, and feeling confident that the windows they purchased will meet their needs in the long term. Both Simonton and Window World have been able to deliver on their brand promises through their own differentiated strengths.”
Overall satisfaction with windows and patio doors is 774 and remains relatively flat year over year. The only brands to notably increase were those that ranked above the study average: Window World, Thermastar by Pella and Champion. All other brands either remained consistent year over year or declined 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.
“With overall satisfaction remaining stable, we’re seeing more competition among the leaders who have an opportunity to differentiate themselves to drive consideration, conversion to purchase and then use their delighted customers as advocates for their brand to continue to capture more share,” Cooley notes. “Brands that promote value, quality products and an efficient process with outstanding customer service have the perfect combination to further differentiate themselves from their competitors.”
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. Customers may have installed the windows or patio doors themselves or with help from family and friends; hired an independent contractor, remodeler or handyman; used an installation service provided by a home improvement retailer; or used an installation service recommended or provided by the product manufacturer. The study was fielded in January and February 2013.