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Syvetril Perryman
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J.D. Power and Associates Reports:Craftsman Professional Ranks Highest in Customer Satisfaction with
Cordless Drills/Drivers
Cordless Drills Are the First Foray into the Power Tool Market for One-Third of Buyers
WESTLAKE VILLAGE, Calif.: 18 June 2009 — Craftsman Professional ranks highest in satisfying customers with cordless drills/drivers, according to the J.D. Power and Associates 2009 Cordless Drill/Driver StudySM released today.
The study, now in its second year, measures customer satisfaction with cordless drills/drivers based on evaluation in six key factors (listed in order of importance): drill performance (including drilling and driving power, performance under heavy use and maneuverability in tight spaces); ease of use (including balance, weight and grip size and feel); battery performance; price; versatility of the battery platform in supporting other power tools; and warranty. The study is designed to provide information to help consumers with purchase decisions, as well as to assist drill/driver manufacturers in their efforts to improve satisfaction.
Craftsman Professional, included in the study for the first time in 2009, ranks highest in customer satisfaction with a score of 806 on a 1,000-point scale and performs particularly well in five of six factors: drill performance; battery performance; ease of use; versatility of the battery system; and warranty. Following Craftsman Professional in the rankings are DeWalt (782) and Ridgid (780).
The study finds that one-third of cordless drill buyers say that their drill/driver is the first power tool they’ve ever purchased. For manufacturers, making a good first impression on these new owners can have a long-lasting beneficial effect on customer loyalty and advocacy.
“Brand loyalty to power tools can run very deep and, in many cases, across generations in a family,” said Dale Haines, senior director of the real estate and construction practice at J.D. Power and Associates. “The experience of first-time buyers—positive or negative—can guide their brand preferences for years to come.”
The study also finds that the importance of drill performance, ease of use and battery performance have increased in 2009, compared with 2008. Cordless drill/driver owners are much more satisfied with drills using lithium-ion batteries than drills with any other battery technology. Lithium-ion batteries are more compact than other battery types, which makes possible drill/drivers that are smaller, lighter and easier to use without compromising power.
Despite improvements in battery technology, owners who purchase their drill/drivers for personal or home use are much more likely to say their drill was underpowered, compared with owners who use their drill/driver in a commercial or professional capacity. Typically, consumers find more uses for their drill/drivers than they originally anticipated.
“When shopping for a cordless drill, consider getting one that has more capability than you think you’ll need, because you’ll find uses for it,” said Haines.
The study also finds the following key patterns among cordless drill/driver buyers: - 35 percent said in-store displays and advice were “very helpful” when choosing a cordless drill/driver;
- 20 percent report that the cordless drill/driver purchased is used in a commercial or professional capacity;
- 20 percent purchased their cordless drill/driver as part of a multi-tool kit; and
- 5 percent said that online blogs or discussion groups were “very helpful” when choosing a specific cordless drill/driver
The 2009 Cordless Drill/Driver Study is based on responses from more than 4,700 consumers who purchased a new cordless drill/driver within the past 12 months. The study was fielded in March and April 2009.
For more information, read an article or view cordless drill/driver 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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