Category: Home|Home ImprovementUnited States

Inflation Affecting Paint Prices as Consumers Become Do-It-Yourselfers, JD Power Finds

2023-04-12

jillian.breska

TROY, Mich.: 12 April 2023 — Despite the average price of a gallon of paint increasing nearly $3 a gallon in the past year, overall paint satisfaction has held steady, according to the JD Power 2023 U.S. Paint Satisfaction Study,^SM released today. Additionally, the percentage of paint customers applying their own interior paint has increased to 70%, up from 65% in 2022.

“As more homeowners take on their own painting projects, the increased costs make the quality of the paint that much more important,” said Christina Cooley, senior director of the home and retail intelligence practice at JD Power. “95% of respondents indicated they experienced no problems or defects, showing that from ease of application to long-lasting beautiful color, paint brands and retailers are delivering high-value products and excellent customer support.”

Study Rankings

Sherwin-Williams ranks highest in the interior paint segment with a score of 872. BEHR (867) ranks second and Benjamin Moore (865) ranks third.

BEHR ranks highest in the exterior paint segment with a score of 865. Benjamin Moore (864) ranks second and Sherwin-Williams (859) ranks third.

Benjamin Moore ranks highest in the exterior stain segment with a score of 868. Sherwin-Williams (854) ranks second and Cabot (843) ranks third.

Ace Hardware ranks highest in the paint retailer segment with a score of 889. Benjamin Moore independent retailers (882) ranks second and Sherwin-Williams Paint Store (880) ranks third.

The 2023 U.S. Paint Satisfaction Study is based on responses from 4,640 customers who purchased and applied interior paint, exterior paint and/or exterior stain in the past 12 months. The study was fielded from December 2022 through January 2023.

For more information about the U.S. Paint Satisfaction Study, visit http://www.jdpower.com/business/resource/paint-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Appliance Satisfaction Remains High Despite Supply Chain and Labor Shortage Issues, JD Power Finds

2022-07-19

crescent.seward

TROY, Mich.: 21 July 2022 — Appliance retailers and brands are facing supply chain and labor shortage challenges head-on by focusing on the customer experience, setting expectations and following through, according to the JD Power 2022 U.S. Appliance Satisfaction Study,^SM released today. The study also shows that 94% of appliances were delivered on the date and time promised.

“Across the majority of appliance segments, there is a greater consideration of multiple brands,” said Christina Cooley, home intelligence lead at JD Power. “Given inventory challenges, brands have a greater opportunity to capture new customers and the same opportunity exists for appliance retailers. Overall satisfaction is up in all areas for appliance retailers, which is impressive despite the labor and supply chain issues. Brands and retailers that continue to focus on supporting the customer through the shopping, purchase, and life cycle of the product will be able to establish a loyal and growing customer base.”   

The study measures customer satisfaction in 12 segments of major home appliances: cooktops; freestanding ranges; wall ovens; over-the-range microwaves; dishwashers; French door refrigerators; side-by-side refrigerators; top-mount freezer, two-door refrigerators; front-load clothes washers; top-load clothes washers; clothes dryers; and appliance retailers.

Study Rankings

Cooktop

KitchenAid (880) ranks highest in customer satisfaction among cooktops, followed by Samsung (877) and GE (874).

Freestanding Range

Samsung (899) ranks highest in customer satisfaction among freestanding ranges, followed by LG (884).

Wall Oven

Samsung (900) ranks highest in customer satisfaction among wall ovens, followed by Whirlpool (885) and LG (884).

Over-the-Range Microwave

Frigidaire (886) ranks highest in customer satisfaction among over-the-range microwaves, followed by Samsung (879) and Whirlpool (876).

Dishwasher

KitchenAid (880) ranks highest in customer satisfaction among dishwashers. Samsung (873) ranks second, while Bosch (870) and LG (870) rank third in a tie.

French Door Refrigerator

LG (901) ranks highest in customer satisfaction among French door refrigerators. Frigidaire (879) ranks second.

Side-by-Side Refrigerator

Samsung (895) ranks highest in customer satisfaction among side-by-side refrigerators and is followed by LG (887).

Top-Mount Freezer, Two-Door Refrigerator

Samsung (869) ranks highest in customer satisfaction among top-mount freezer refrigerators, followed by LG (852) and GE (842).

Front-Load Clothes Washer

Maytag and Whirlpool rank highest in a tie in customer satisfaction among front-load washers with a score of 884. LG (883) ranks third.

Top-Load Clothes Washer

Samsung (881) ranks highest in customer satisfaction among top-load washers, followed by Whirlpool (869).

Clothes Dryer

Maytag (889) ranks highest in customer satisfaction among clothes dryers, followed by Samsung (886) and Whirlpool (882).

Appliance Retailer

Costco (870) ranks highest in customer satisfaction among appliance retailers, followed by Best Buy (869) and The Home Depot (867). This is the first time Costco is included in the study.

The 2022 Appliance Satisfaction Study is based on 21,095 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from December 2021 through March 2022.

For more information about the JD Power Appliance Satisfaction Study, visit https://www.jdpower.com/business/home/appliance-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Home Improvement Retailers Fight Inflation with Stand-Out Customer Service, JD Power Finds

2022-05-18

crescent.seward

With the price of lumber hitting record highs^[1] and supply chain challenges still limiting available stock of lawn and garden supplies and other seasonal goods, home improvement retailers should be struggling to keep customers happy. However, according to the JD Power 2022 U.S. Home Improvement Retailer Satisfaction Study,^SM released today, customer satisfaction with home improvement retailers has never been higher. The key to that strong performance: helpful staff and great in-store customer service.

“Despite the countless challenges home improvement retailers have faced during the past two years, we’re seeing all-time high levels of customer satisfaction,” said Christina Cooley, director of the home and retail intelligence practice at JD Power. “Peeling back the layers to better understand this phenomenon, the stand-out performers in this year’s study are differentiating themselves from the competition and driving scores higher by nailing down the formula for helpful staff and great customer service.”

Following are some key findings of the 2022 study:

• Record high customer satisfaction with home improvement retailers: Overall customer satisfaction with home improvement retailers is 849 (on a 1,000-point scale), up a significant 22 points from the 2021 study. Scores improve for all ranked retailers.
• Staff and service drive largest spread in scores: While all retailers evaluated in the study score within a few points of one another on price satisfaction, the top-performing retailers set themselves apart by outperforming on staff and service metrics—with the gap from top to bottom being 60 points. Customers note product knowledge, courtesy of sales staff and availability of staff as key drivers of strong performance.
• Tick tock, tick tock: The longer a customer waits to be approached by a sales associate, the lower the satisfaction. The average wait has increased to 6.1 minutes in 2022 from 5.6 minutes in 2021. The highest-performing retailers have established a best-in-class benchmark of assisting customers in less than five minutes. 
• Big box stores show significant improvement: Ace Hardware continues its long streak of highest-ranked performance in the home improvement retailer category, but the big box stores—Lowe’s and Home Depot—see the biggest year-over-year gains in customer satisfaction.

Study Ranking

Ace Hardware ranks highest in customer satisfaction among home improvement retailers for the 15^th time in 16 years, with a score of 869. Lowe’s (849) and Menards (849) rank second in a tie.

The 2022 U.S. Home Improvement Retailer Satisfaction Study measures customer satisfaction with home improvement retailers by examining five factors (in alphabetical order): in-store experience; merchandise; online experience; price; and staff and service. The study is based on responses from 2,114 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded from December 2021 through February 2022.

For more information about the U.S. Home Improvement Retailer Satisfaction Study, visit
https://www.jdpower.com/business/resource/us-home-improvement-retailer-satisfaction-study.

About JD Power

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

^[1] “Lumber Prices in 2020 and 2021 Set Record Highs Even When Adjusted for Inflation,” National Association of Homebuilders, Feb. 4, 2022 https://www.nahb.org/blog/2022/02/lumber-prices-in-2020-and-2021-set-record-highs-even-when-adjusted-for-inflation/#:~:text=In%20May%202021%2C%20the%20FLCP,each%20a%20new%20annual%20record.