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Paint Satisfaction Study

Painting a home is one of the most common, yet impactful home improvement projects consumers undertake. Manufacturers rely heavily on loyalty in terms of both repeat purchases and positive recommendations. Loyalty can only be achieved by truly understanding customers’ attitudes, preferences, and ultimately delivering an outstanding customer experience.

The Solution

The J.D. Power Paint Satisfaction StudySM examines key drivers of satisfaction among customers who purchased and applied interior paint, exterior paint, interior stain and/or exterior stain. The overall customer experience is based on four key drivers of satisfaction: application; durability; offerings; and price. The study also examines the customer experience with their paint retailer based on online experience; in-store experience; service and staff; merchandise; and price. The study, which provides the paint industry with insights into the evolving needs and demands of customers, includes the following objectives (organized by study segment):

Interior Paint, Exterior Paint, Interior Stain and Exterior Stain Segments:

  • Measures key drivers of satisfaction among customers who purchased and applied interior paint, exterior paint, interior stain and/or exterior stain
  • Examines pathway to purchase
  • Captures application behaviors
  • Examines problems experienced
  • Delivers insight into what drives customer loyalty

Paint Retailer Segment:

  • Captures brand image and reputation
  • Measures key drivers of satisfaction among customers who purchased interior/exterior paint or interior/exterior stain from a major paint retailer
  • Captures online and in-store experience
  • Delivers insight into what drives customer loyalty