2012 Windows and Patio Doors Satisfaction Study Results
Quality and dependability appear to be more important than price in gauging buyer satisfaction with windows and patio doors, according to a recent study conducted by J.D. Power and Associates. The study reveals that while 16% of those surveyed cite price as the main driver of decisions to purchase windows and patio doors, that percentage drops among respondents who experience a high level of satisfaction with their purchases.
Customers who experience the highest levels of product satisfaction tend to cite factors such as the quality and/or reputation of the brand, and recommendations from contractors or peers, as the main driver of the purchase decision.
The J.D. Power and Associates 2012 Windows and Patio Doors Satisfaction Study measures satisfaction among customers who purchased new windows or patio doors based on performance in six factors: (in order of importance) ordering and delivery; operational performance and durability; price paid for products and services received; appearance and design features; warranty; and repair/replacement.
Of the door and window brands ranked in the study, Simonton achieves the highest ranking, with a score of 831 on a 1,000-point scale--well above the industry average score of 778. Simonton's scores were especially high in five of the six factors included in the study, and it increased its lead over its nearest competitor (Pella) to 36 points compared with the 11-point lead it enjoyed over the second-highest-ranked brand in last year's study. Pella, with a score of 795, also slightly improves in 2011.
The study reveals that the factors that mainly cause declines in customer satisfaction include ordering and delivery; operational performance and durability; price paid for products and services received; and repair/replacement.
According to the study, the average spend on windows is $4,000, for six to seven windows, and customers wait an average of 19 days between order and delivery of the product.
The 2012 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,500 customers who purchased new windows or patio doors during the previous 12 months--whether they installed the product themselves or hired a contractor to do it. The study, now in its sixth year, was fielded in January and February 2012.
Customers who experience the highest levels of product satisfaction tend to cite factors such as the quality and/or reputation of the brand, and recommendations from contractors or peers, as the main driver of the purchase decision.
The J.D. Power and Associates 2012 Windows and Patio Doors Satisfaction Study measures satisfaction among customers who purchased new windows or patio doors based on performance in six factors: (in order of importance) ordering and delivery; operational performance and durability; price paid for products and services received; appearance and design features; warranty; and repair/replacement.
Of the door and window brands ranked in the study, Simonton achieves the highest ranking, with a score of 831 on a 1,000-point scale--well above the industry average score of 778. Simonton's scores were especially high in five of the six factors included in the study, and it increased its lead over its nearest competitor (Pella) to 36 points compared with the 11-point lead it enjoyed over the second-highest-ranked brand in last year's study. Pella, with a score of 795, also slightly improves in 2011.
The study reveals that the factors that mainly cause declines in customer satisfaction include ordering and delivery; operational performance and durability; price paid for products and services received; and repair/replacement.
According to the study, the average spend on windows is $4,000, for six to seven windows, and customers wait an average of 19 days between order and delivery of the product.
The 2012 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,500 customers who purchased new windows or patio doors during the previous 12 months--whether they installed the product themselves or hired a contractor to do it. The study, now in its sixth year, was fielded in January and February 2012.