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John Tews
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Syvetril Perryman
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J.D. Power and Associates Reports:
Ralph Lauren Paints Ranks Highest in Satisfying Customers with Interior Paint
Overall Satisfaction with Interior Paint Increases Notably
WESTLAKE VILLAGE, Calif.: 28 May 2009 —Ralph Lauren Paints ranks highest in satisfying customers with interior paint, improving considerably from 2008, according to the J.D. Power and Associates 2009 Interior Paint Satisfaction StudySM released today.
The study, now in its third year, measures customer satisfaction with interior paint by examining six key factors (listed in order of importance): application performance; appearance and application features; durability performance; price; design guides and instructions; and warranty/guarantee.
Ralph Lauren Paints ranks highest in customer satisfaction with interior paint, achieving a customer satisfaction index score of 791 on a 1,000-point scale and improving by 52 points from 2008. Ralph Lauren Paints performs particularly well in four of six factors: durability performance; appearance and application features; design guides and instructions; and warranty/guarantee. Benjamin Moore Paints and Porter Paints follow in the rankings in a tie, with each achieving a score of 779. Benjamin Moore Paints performs particularly well in the application performance factor.
Overall satisfaction has increased in 2009 to 767, compared with 759 in 2008. In addition, the importance of price as a driver of overall satisfaction has declined in 2009, compared with 2008, while the importance of application performance and appearance and application features has increased substantially. The study also finds that the percentage of consumers who applied paint themselves rather than hiring a contractor or handyman has increased since 2008.
“Paint manufacturers have been doing a good job of meeting the needs of customers, particularly do-it-yourselfers, by providing high-quality formulations with good coverage,” said Jim Howland, senior director of the real estate and construction practice at J.D. Power and Associates. “However, those brands that differentiate themselves from the competition also focus on making their paint easy to apply and educating customers about how to achieve the best results. In times like these, where customers are looking for the maximum value for their money, emphasizing these aspects can make for a particularly satisfying product experience.”
The study also finds the following key patterns: - Among customers who shopped for paint at a retail store, 22 percent received information from the sales staff about environmental hazards associated with painting projects, such as warnings about the presence of lead in old paint. Specialty paint stores tend to provide more information about environmental hazards than other types of paint retailers, such as general home improvement stores.
- Sales staff performance is a key driver of a positive paint shopping and purchase experience. Of particular importance are staff courtesy and knowledge of merchandise.
- Customer satisfaction with paint and the paint retailer are particularly high when the retail sales staff effectively communicates the benefits of a particular paint brand.
- Among consumers who shopped for paint and received assistance or information from retail sales staff, 40 percent received paint application advice, 31 percent received help with color selection and 18 percent received information about environmentally friendly or “green” attributes of the paint they purchased.
The 2009 Interior Paint Satisfaction Study is based on responses from 8,239 respondents who purchased and applied interior paint within the previous 12 months. The study was fielded between March and April 2009.
For more information, read an article or view interior paint ratings at JDPower.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
Media Relations Contacts:
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John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
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Syvetril Perryman
J.D. Power and Associates
Specialist, Media Relations
2625 Townsgate Road, Suite 100
Westlake Village
, CA
91361
USA
(805) 418-8103
syvetril.perryman@jdpa.com
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate # # #
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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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