J.D. Power Survey Finds Trust Is Key to Customer Satisfaction

Trust is one of the biggest contributors to overall customer satisfaction scores with windows and patio doors manufacturers and retailers, according to the J.D. Power 2024 U.S. Windows and Patio Doors Satisfaction Study. Specifically, the leading factor in customer satisfaction with manufacturers is trust (19%), while the leading factors in satisfaction with retailers—all at 16%—are trust, people and the delivery and installation process. Overall satisfaction among manufacturers is 739 (on a 1,000-point scale) and 737 for retailers.

What people say

“Durability and value are clearly imperative to satisfaction, but trust is the common denominator here,” says Andrea Lau, home and retail practice lead at J.D. Power. “Trust in product is important, but also trust in staff can make all the difference to a customer. Windows and patio doors customers are experiencing positive staff interactions, which garners trust and, therefore, results in the high satisfaction scores we see across the board.”

Study rankings 

Renewal by Andersen ranks highest among manufacturers for a fifth consecutive year, with a score of 781. Pella (762) ranks second and American Craftsman (759) ranks third. Renewal by Andersen ranks highest among retailers with a score of 775. Pella ranks second (763) and Window World (752) ranks third. 

The 2024 U.S. Windows and Patio Doors Satisfaction Study is based on responses from 3,511 customers who purchased windows or patio doors within the previous 12 months. The study was fielded from January through August 2024.