Builder and Remodeler Satisfaction with Window and Patio Door Manufacturers Remains Flat
Simonton, Marvin and Pella rank high in contractor satisfaction in window and door survey by JD Power
WESTLAKE VILLAGE, Calif. – July 7, 2011 -- Among builders and remodelers, satisfaction with products and delivery from window and patio door manufacturers has improved, while satisfaction with the ordering process has declined considerably, according to the J.D. Power and Associates 2011 Builder and Remodeler Residential Window and Patio Door Satisfaction Study.
Simonton ranks highest among
builders and remodelers in satisfaction with window and patio door manufacturers
for a fourth consecutive year. Simonton achieves a score of 825 and performs
particularly well in four of the seven factors: ordering process; delivery;
warranty and repair service; and price. Following Simonton in the rankings are
Marvin (812) and
Now in its sixth year, the study measures satisfaction with residential windows and patio doors based on responses from new-home builders and remodelers by evaluating performance in seven factors (in order of importance): product; price; warranty and repair service; delivery; customer service and 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 the builder and remodeler experience.
While overall satisfaction remains stable from 2010—averaging 785 on a 1,000-point scale in 2011—there have been notable changes within the various factors. In 2011, satisfaction with the product factor has improved, primarily due to increased satisfaction with the appearance, finish and durability of windows and patio doors. Improvements have also occurred in the price and delivery factors. Within the delivery factor, there has been a decrease in the proportion of orders that arrived with missing or incorrect parts.
However, satisfaction with the ordering process has declined significantly from 2010, tempering the gains achieved in the other factors. In particular, builders and remodelers are notably less satisfied with the availability of products and the effectiveness of the sales and marketing materials provided.
“While manufacturers are doing a good job with providing high-quality products in a timely manner, their performance in the ordering process needs to be elevated to the same levels,” said Jim Howland, senior director in the real estate industries practice at J.D. Power and Associates.
The 2011 Builder and Remodeler Residential Window and Patio Door Satisfaction Study is based on more than 2,900 evaluations from more than 1,600 new-home builders and remodelers. Each respondent evaluated up to two manufacturers of residential windows and patio doors. The study was fielded between April and June 2011.
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