It’s Clear: Salesperson Interaction Key to Increased Customer Satisfaction with Windows, Patio Doors
COSTA MESA, Calif.: 14 June 2017 — When a salesperson spends time talking with a consumer about the qualities of windows and patio doors, satisfaction increases significantly, according to the J.D. Power 2017 Windows and Patio Doors Satisfaction Study,SM released today. Surprisingly, though, fewer than two-thirds (61%) of customers indicate they spoke with a sales associate at length about these products.
“There’s a clear connection between a customer’s level of product knowledge and level of satisfaction,” said Greg Truex, senior director of the at-home practice at J.D. Power. “Satisfaction is crucial because it leads to more recommendations and increased brand loyalty, which are important in a $4 billion-a-year industry.”
The study shows that satisfaction is significantly higher among customers who spoke with a sales associate at length rather than briefly or not at all (858 vs. 830, respectively, on a 1,000-point scale). Additionally, satisfaction is higher among customers whose salesperson explained the ordering process than among those who did not receive an explanation (853 vs. 813, respectively).
Timeliness is crucial, too, as satisfaction is significantly higher among customers whose windows and/or patio doors were delivered on the date promised than among those whose delivery did not arrive on the promised date (852 vs. 752, respectively).
From a customer advocacy and loyalty perspective, 79% of delighted windows and patio doors customers say they “definitely will” recommend the brand to others, compared with the study average of 45%. Also, among delighted customers (overall satisfaction scores of 901 and above), 73% say they “definitely will” repurchase the brand, compared with the study average of 41%.
Among delighted customers, the average number of positive recommendations is 5.1, compared with the study average of 3.4.
Window and Patio Door Satisfaction Rankings
American Craftsman (855) ranks highest in customer satisfaction among window and patio door brands and performs particularly well in price. Andersen (854) ranks second, followed by Renewal by Andersen and Window World (both 849). Overall satisfaction with windows and patio doors is 840, up from 811 in 2016.
Now in its 11th year, the J.D. Power Windows and Patio Doors Satisfaction Study measures satisfaction among customers 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 is based on survey responses from 1,904 customers who purchased windows or patio doors within the previous 12 months. The study was fielded in February-March 2017.
For more information about the J.D. Power Windows and Patio Doors Satisfaction Study,visit http://www.jdpower.com/resource/jd-power-windows-and-patio-doors-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2017081.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.
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