J.D. Power: Satisfied window, patio door customers focus on quality, not price

The 2012 edition of J.D. Power and Associates’ Windows and Patio Doors Satisfaction Study revealed that highly satisfied window and patio door customers focused more on a brand’s reputation and quality than price. Price became more of a factor in relation to brands with lower levels of satisfaction.

Now in its sixth year, 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 paid for products and services received; appearance and design features; warranty; and repair/replacement.

Evaluating overall satisfaction with windows and patio doors, the industry received a score of 778 out of 1,000, which equaled an eight-point decline from the 2011 study. J.D. Power and Associates pointed to four areas as the sources of decline: ordering and delivery; operational performance and durability; price paid for products and services received; and repair/replacement.

Among individual manufacturers, Simonton received the highest satisfaction score for the third consecutive year. The top ranking was driven by strong performance in five of the six categories. Pella finished second in overall customer satisfaction.

Based on the results of the study, J.D. Power and Associates was also able to provide a few tips for potential window and patio door shoppers:

· Purchasing windows is a significant investment, as customers typically spend an average of $4,000 for approximately six to seven windows. Make sure to get recommendations from a professional (contractor or architect) who is more experienced with different window and patio door brands.

· The study finds customers wait 19 days, on average, to receive their windows. Make sure you ask your manufacturer or retailer questions to clearly understand the ordering, delivery and installation process.

· Inquire about different window offerings in terms of the benefits that different aspects — such as types of glass, frames, and decorative accessories, among others — provide.

The 2012 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,500 customers who purchased new windows or patio doors during the previous 12 months. The study was fielded in January and February 2012.

To read the full results, click here.