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Marvin Windows and Pella Top J.D. Power Satisfaction Polls
Members of the National Council of the Housing Industry — The Supplier 100 of NAHB scored well in 2007 polls of customer satisfaction conducted by J.D. Power and Associates.
Marvin Windows ranked highest in satisfying builders and remodelers with windows and patio doors, in a study that was conducted with McGraw Hill Construction.
Now in its second year, the study measures satisfaction based on responses from new-home builders and remodelers evaluating performance in seven factors, in order of performance: product, warranty repair and service, delivery, price, sales and marketing support, ordering process and credit/billing process.
The study is designed to provide comprehensive information to assist window and patio door manufacturers in their efforts to improve customer satisfaction.
Marvin ranked highest, with an index score of 819 on a 1,000-point scale. CertainTeed followed with a score of 809.
“Builders and remodelers desire a durable product that is easy to install and operate, especially since the quality and ease of use of the installed window or patio door reflects on the builder or remodeler in the minds of consumers,” said Burleigh Morton, senior director of research and analytics at McGraw-Hill Construction.
“In the highly competitive window and patio door industry, there are many brands available to builders and remodelers,” he said. “Manufacturers must provide excellent products and customer service, otherwise builders and remodelers will quickly seek out other vendors. Study findings indicate that high levels of satisfaction lead to higher levels of consumer loyalty.”
The survey was based on responses from 2,677 new-home builders and remodelers. Each respondent evaluated up to two manufacturers.
Consumer Satisfaction
Pella ranked highest in a J.D. Power study of customer satisfaction with windows and patio doors.
The inaugural study measured satisfaction among consumers who purchased new windows or patio doors within the past 12 months, based on performance in six factors, in order of importance: ordering and delivery, price competitiveness, operational performance, appearance and design features, operational features and warranty and replacement.
Forty-five percent of the respondents reported installing the windows or doors themselves or with help from family and friends; about 30% said they hired an independent contractor or remodeler; 20% used an installation service provided by a home improvement retailer; and 5% used an installation service provided by the product manufacturer.
Pella achieved a score of 796 out of 1,000 points. Following Pella was Andersen Windows, with a score of 794.
“While product quality and price are important, the key differentiator in satisfaction among consumers who purchase patio doors and windows is service — particularly with ordering and delivery,” said Jim Howland, senior director in the real estate industries practice at J.D. Power and Associates.
“Orders that are received on time and that contain the correct components allow consumers to complete their home improvement projects according to their projected time frames and to avoid costly and inconvenient delays.”
More than 3,000 consumers participated in the survey, which was fielded between May and June.
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