In the increasingly competitive home improvement industry, consumers have more options than ever before in their building and remodeling projects, which makes it critical for window manufacturers to differentiate their brands and products in the marketplace. Manufacturers that understand their customers’ needs and expectations are better positioned to target performance improvement initiatives that may increase overall customer satisfaction, increase brand loyalty and advocacy, and maximize sales.

The Solution

The J.D. Power Windows and Patio Doors Satisfaction StudySM measures satisfaction among customers who purchased windows and/or patio doors within the past 12 months, based on performance in five factors (in alphabetical order): appearance and design features; operational performance and durability; ordering and delivery; price paid for products and services received; and warranty. The study, which provides the windows and patio doors industry with insights into the evolving needs and demands of customers, includes the following objectives:

  • Measure satisfaction among customers who purchased windows and/or patio doors
  • Captures brand image and reputation
  • Examines pathway to purchase: reasons for shopping; steps taken after decision to purchase (including first step); types of websites used for research and shopping (including most frequented type); number of shopping visits across retail locations; involvement of sales associate when first visiting retail location; preferred brand in mind at beginning of purchase process; and place of purchase
  • Captures windows and patio doors features and usage patterns
  • Measures problem occurrence; contact with manufacturer; satisfaction with warranty service; and purchase of extended warranty
  • Delivers insight into what drives customer loyalty