J.D. Power Finds Informed Customers are More Satisfied

J.D. Power
August 23, 2018
Noteworthy

According to the J.D Power 2018 Windows and Patio Doors Satisfaction Study, customers who feel their homes are more secure and are informed of additional features of new windows and patio doors at the point of sale are most satisfied.

“It may be a given that customers want their homes to be more secure and energy efficient with new window and patio door purchases, however, there are many benefits and product features that are not apparent at first glance,” says Christina Cooley, director, home improvement and technology practice at J.D. Power. “If manufacturers and retailers can educate customers on these overlooked features that provide value, they will see an increase in customer satisfaction.”

Now in its 12th year, the J.D. Power Windows and Patio Doors Satisfaction Study is based on survey responses from 3,797 customers who purchased windows or patio doors within the previous 12 months. The manufacturer brand segment measures satisfaction among customers based on performance in three factors: appearance and design features; operational performance and durability; and warranty. The retailer segment measures satisfaction among customers based on performance in four factors: installation; ordering and delivery; price; and sales staff and service.

Renewal by Andersen ranked highest in customer satisfaction among window and patio door manufacturer brands and performs particularly well in operational performance and durability. Harvey ranked second, performing well in warranty, followed by Infinity from Marvin, which did well in appearance and design features.

Among window and patio door retailers, Window World ranked highest in customer satisfaction, performing particularly well in price. Renewal by Andersen ranked second, performing well in installation and ordering and delivery. Pella ranked third, performing well in sales staff and service.