Builder and Remodeler Satisfaction with Window and Patio Door Manufacturers Remains Flat, as Gains in Delivery and Product Are Offset by Decline in the Ordering Process
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Simonton Ranks Highest among Builders and Remodelers for a Fourth Consecutive Year
WESTLAKE VILLAGE, Calif.: 7 July 2011 -- Among builders and remodelers, satisfaction with products and delivery from window and patio door manufacturers has improved, while satisfaction with the ordering process has declined considerably, according to the J.D. Power and Associates 2011 Builder and Remodeler Residential Window and Patio Door Satisfaction StudySM released today.
Now in its sixth year, the study measures satisfaction with residential windows and patio doors based on responses from new-home builders and remodelers by evaluating performance in seven factors (in order of importance): product; price; warranty and repair service; delivery; customer service and support; ordering process; and credit/billing process. The study is designed to provide comprehensive information to assist window and patio door manufacturers in their efforts to improve the builder and remodeler experience.
While overall satisfaction remains stable from 2010--averaging 785 on a 1,000-point scale in 2011--there have been notable changes within the various factors. In 2011, satisfaction with the product factor has improved, primarily due to increased satisfaction with the appearance, finish and durability of windows and patio doors. Improvements have also occurred in the price and delivery factors. Within the delivery factor, there has been a decrease in the proportion of orders that arrived with missing or incorrect parts.
However, satisfaction with the ordering process has declined significantly from 2010, tempering the gains achieved in the other factors. In particular, builders and remodelers are notably less satisfied with the availability of products and the effectiveness of the sales and marketing materials provided.
"While manufacturers are doing a good job with providing high-quality products in a timely manner, their performance in the ordering process needs to be elevated to the same levels," said Jim Howland, senior director in the real estate industries practice at J.D. Power and Associates.
Simonton ranks highest among builders and remodelers in satisfaction with window and patio door manufacturers for a fourth consecutive year. Simonton achieves a score of 825 and performs particularly well in four of the seven factors: ordering process; delivery; warranty and repair service; and price. Following Simonton in the rankings are Marvin (812) and Pella (804). Marvin performs particularly well in the product and credit/billing process factors, while Pella performs well in the customer service and support factor.
The 2011 Builder and Remodeler Residential Window and Patio Door Satisfaction Study is based on more than 2,900 evaluations from more than 1,600 new-home builders and remodelers. Each respondent evaluated up to two manufacturers of residential windows and patio doors. The study was fielded between April and June 2011.
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 home building, real estate and home improvement, 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 is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. With leading brands including Standard & Poor's, McGraw-Hill Education, Platts energy information services and J.D. Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.
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