The study, now in its third year, measures satisfaction among consumers who purchased new windows or patio doors based on performance in seven factors (listed in order of importance): operational performance (17%); product quality/durability (17%); appearance and design features (15%); price (14%); ordering and delivery (14%); warranty (13%); and repair and replacement (10%).
For a third consecutive year,
Overall satisfaction with windows and patio doors has declined to 769 on a 1,000-point scale in 2009, down from 781 in 2008. Satisfaction has decreased in all seven factors examined in the study, with the most notable declines occurring in the warranty, product quality/durability and price factors.
The study finds that consumers report spending less overall on window projects, purchasing fewer window and patio door units and installing windows and doors themselves(1) more frequently than in previous years.
"Consumers have scaled back on remodeling and discretionary projects due to tight credit, declining home values and general economic uncertainty," said Jim Howland, senior director in the real estate industries practice at J.D. Power and Associates. "Consumers who find it necessary to replace windows or remodel in light of these conditions are much more likely to scrutinize every aspect of their purchase and carry particularly high expectations for products."
Further reflecting increased consumer scrutiny of window and door products, the importance of the warranty; product quality/durability; appearance and design features; and operational performance factors have increased from 2008. Importance of the price and ordering and delivery factors has declined substantially.
The 2009 Windows and Patio Doors Satisfaction Study is based on responses from 2,856 consumers who purchased new windows or patio doors during the previous 12 months. The study was fielded in March and April 2009.