As the expectations of home appliance purchasers continue to evolve, retailers must understand their customers and their experiences to ensure and reap the benefits of high levels of customer satisfaction. Knowing how customers evaluate your company’s practices and services, compared with those of competitors, helps increase your competitive advantage by targeting performance improvement initiatives that may increase overall customer satisfaction as well as customer loyalty and recommendations, and create retailer loyalty.

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COSTA MESA, Calif.: 7 June 2017 — In the growing home improvement market that is expected to reach $360 billion in consumer spending this year, overall customer satisfaction with home improvement retailers is increasing right along with it, according to the J.D. Power 2017 Home Improvement Retailer Satisfaction Study,SM released today. On a 1,000-point scale, overall customer satisfaction increases to 816, up from 795 in 2016.

COSTA MESA, Calif.: 27 April 2017 — An impressive palette of colors and finishes has the greatest influence on satisfaction among consumers buying paint, while satisfaction among those buying outdoor stains is more influenced by the product’s durability, according to the J.D. Power 2017 Paint Satisfaction Study,SM released today.

COSTA MESA, Calif.: 18 April 2017 — Kitchen cabinet manufacturers have achieved significant year-over-year improvements in customer satisfaction, according to the J.D. Power 2017 Kitchen Cabinets Satisfaction StudySM released today. Overall satisfaction among kitchen cabinet customers increases to 817 (on a 1,000-point scale) from 797 in 2016.

Chat and email support services are growing and complement, or even potentially replace, other interaction channels. A poor experience with a chat or email interaction can significantly impact customer satisfaction and drive additional support costs. With no benchmark for chat and email performance, how can companies evaluate their own strengths and weaknesses, identify opportunities for improvement, and determine which channels to prioritize for future investment?

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The Challenge

Contact center organizations need to clearly identify which actions they can take to maximize thecustomer experience without breaking their budget or wasting time. Unfortunately, most research initiatives yield only general insights that cannot help the organization truly prioritize their activities, and they ultimately fail to offer the best insights and drive the greatest improvement.

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The Challenge

Contact center executives managing digital channels for service often do not know which facets of the service experience customers value most; how their operational performance compares to high-performing organizations within and outside of their industry; and where to focus their improvement efforts. The lack of reliable data about and insights into chat, email, and social media channels poses a significant barrier to establishing plans to deliver what customers want at the lowest possible cost.

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WESTLAKE VILLAGE, Calif.: 14 June 2016 — Window World ranks highest in customer satisfaction with windows and patio doors manufacturers for the third time since 2013, according to the J.D. Power 2016 Windows and Patio Doors Satisfaction Study,SM released today.

WESTLAKE VILLAGE, Calif.: 7 June 2016 — Ace Hardware ranks highest in customer satisfaction with home improvement retailers for a 10th consecutive year, according to the J.D. Power 2016 Home Improvement Retailer Satisfaction Study,SM released today.

According to the Home Improvement Research Institute,[1] home improvement consumer spend is on the rise, with an expected increase of 4% in 2016 to about $332 billion. 

WESTLAKE VILLAGE, Calif.: 19 April 2016 — Benjamin Moore ranks highest in customer satisfaction with interior paint and exterior stain, while Sherwin-Williams ranks highest in exterior paint and highest in satisfaction with paint retailers, according to the J.D. Power 2016 Paint Satisfaction Study,SM released today.

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