Simonton Opens Lead in Window/Patio Door Satisfaction

July 7, 2011

This article is included in these additional categories:

Analytics, Automated & MarTech | Brand Metrics | Data-driven | Retail & E-Commerce

jdpower-windows-july-2011.JPGSimonton ranks highest among customers in satisfaction with windows and patio doors, achieving a score of 818 out of 1,000 possible points, according to the J.D. Power and Associates 2011 Windows and Patio Doors Satisfaction Study. Following Simonton in the rankings are Window World (807), Champion (805), and Renewal by Andersen (801).

Average industry score is 786.

Window World Wows with Warranties

J.D. Power analysis indicates Window World performs particularly well in the warranty and price factors, while Champion performs well in two factors: appearance and design features and repair and replacement. Renewal by Andersen performs particularly well in the operational performance and durability and ordering and delivery factors.

The study measures satisfaction among customers who purchased new windows or patio doors based on performance in six factors (listed in order of importance): ordering and delivery; operational performance and durability; price; appearance and design features; warranty; and repair/replacement. Customers may have installed the windows or patio doors themselves or with help from family and friends; hired an independent contractor, handyman or remodeler; used an installation service provided by a home improvement retailer; or used an installation service recommended or provided by the product manufacturer.

Energy Efficient Windows Boost Satisfaction

Overall satisfaction with windows and patio doors averages 786 on a 1,000-point scale in 2011. However, various energy-efficient window types have considerably higher levels of satisfaction: triple-pane glass (816, on average); glass-filled panels (806); low emissivity glass (791); and dual-pane glass (790).

Weather Tightness Grows in Importance

The study finds that the importance customers place on weather tightness of windows and patio doors has increased from 2010, and that the proportion of customers who indicate they purchased Energy Star-qualified windows averages 95%, demonstrating the strong awareness of that program in the minds of consumers and customers alike. In addition to having high levels of importance and awareness among consumers, energy-efficient window features and technologies help raise customer satisfaction levels.

7 in 10 Select Own Window Brand

The study finds that nearly seven in 10 customers (69%) selected their window brand themselves, rather than relying on a window installer or contractor to make the decision. The information sources used most often in the shopping process include: past experience with a window brand (23%); recommendations from contractors (23%) and recommendations from family and friends (12%). When deciding between different window brands, customers most often consider price, recommendations, quality and previous experience with a brand.

Amex: Home Improvers Go Green

Nearly two-thirds (64%) of homeowners say they will invest in renovation projects this year, according to the March 2011 American Express Spending & Saving Tracker. And nearly one-third (32%) of homeowners with home improvement plans said they’ll be looking to invest in green improvements this year, with many choosing to spend on energy saving measures because of the long-term, cost-saving benefits (31%). Energy efficient windows and doors (16%) top homeowners’ lists, followed by: insulation (12%), roofing (11%) and heating/ventilation/cooling systems (10%).

About the Data: The 2011 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,600 customers who purchased new windows or patio doors during the previous 12 months. The study, published by J.D. Power and Associates, was fielded in March and April 2011 and is the source of the enclosed chart.

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