2012 U.S. Kitchen Cabinet Satisfaction Study Results
Ordering and delivery are the most influential factors in the satisfaction of individuals who purchase kitchen cabinetry, according to the J.D. Power and Associates 2012 U.S. Kitchen Cabinet Satisfaction Study. The study, fielded in January and February of this year, is based on responses from 900 consumers who purchased kitchen cabinetry within the previous 12 months.
The study factored in five decisive components in measuring overall customer satisfaction: design features, such as variety of s, shapes, colors, and finishes; ease and dependability of ordering and delivery; price; operational performance; and warranty. IKEA ranks highest in customer satisfaction among all kitchen cabinet brands with a score of 776 points out of a possible 1,000. American Woodmark ranks second with 767 points, followed by Thomasville with 763.
Fourteen percent of those surveyed say that their cabinets arrived at their homes with some damage. Even if the damage was not the fault of the manufacturer, consumers who had received damaged goods tend to rate the manufacturer lower than those who received their product intact.
Customers seldom know much about the differences among manufacturers of kitchen cabinetry. According to the study, one-third of customers rely on retailers for guidance in product selection--via displays, retailer website, or advice from sales staff. Although private consumers rarely buy kitchen cabinetry directly from a manufacturer, the brand's image can be a considerable factor, particularly if the manufacturer can differentiate itself via its function and style offerings and its in-store displays. For example, the study indicates that a manufacturer might boost its sales by establishing its reputation for offering "green" products. Twenty-five percent of study participants say they are aware of green accreditation programs for kitchen cabinet manufacturers.
To increase the likelihood of complete satisfaction when purchasing kitchen cabinets, J.D. Power recommends getting a complete explanation, from the retailer, of what to expect during the ordering/delivery/installation process, particularly the duration of that process. Consider design features such as hinges, moldings, and trims, and functional features such as pull-out shelves and containers and revolving trays. Perhaps most important is to consider several brands and compare prices, features, and style.