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  • 2024 U.S. Paint Satisfaction Study

    Trust in Paint Brand and Retailer Now Major Indicator of Customer Satisfaction, JD Power Finds

    2024-04-26

    jillian.breska

    TROY, Mich.: 30 April 2024 — High customer expectations can never be brushed away, especially when it comes to paint brands and paint retailers. According to the JD Power 2024 U.S. Paint Satisfaction Study,SM released today, when it comes to purchasing paint, it serves shoppers well to do their research beforehand to ensure an understanding of what they want and need—and then engage a retailer to get advice and recommendations. Then, it’s up to the paint brand and paint retailer to deliver on those expectations by establishing trust throughout the shopping and purchase process.

    For example, if a sales associate provided very helpful suggestions, trust satisfaction is 791 (on a 1,000-point scale) vs. 616 when suggestions are not completely helpful. Even as the customer heads out the door, if they are thanked by the sales associate, trust scores are 770 vs. 596 if they were not thanked.

    “Listening to the customer and providing relevant product information makes a difference,” said Michael Taylor, senior managing director of retail intelligence practice at JD Power. “Explaining product benefits and features, keeping the store clean, having supplies at the ready, providing suggestions and interacting in a positive way with customers goes a long way for both the product itself and the retailer.”

    Study Rankings

    Sherwin-Williams ranks highest in the interior paint segment with a score of 726. BEHR (723) ranks second and Benjamin Moore (717) ranks third.

    Benjamin Moore ranks highest in the exterior paint segment with a score of 739. BEHR (725) ranks second. The segment average is 713.

    Cabot and Rust-Oleum rank highest in a tie in the exterior stain segment each with a score of 716, Benjamin Moore (710) ranks third.

    Sherwin-Williams Paint Store ranks highest in the paint retailer segment with a score of 720. Ace Hardware (717) ranks second and Benjamin Moore independent retailer (715) ranks third.

    The 2024 U.S. Paint Satisfaction Study is based on responses from 6,892 customers who purchased and applied interior paint, exterior paint and/or exterior stain in the past 12 months. The study was fielded from January 2024 through February 2024.

    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 55 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

     

  • 2023 U.S. Mattress Satisfaction Study

    Online Mattress Shoppers More Satisfied with Purchase Than In-Store Shoppers, JD Power Finds

    2023-10-31

    jillian.breska

    TROY, Mich.: 2 Nov. 2023 — Online mattress shoppers are trusting their intuition with their purchases and ultimately have higher overall satisfaction with their purchase than those who went to a retail store, according to the JD Power 2023 U.S. Mattress Satisfaction Study,SM released today. Additionally, those who purchased their mattress online paid an average of $939 and are more likely to repurchase the same mattress brand, while those who purchased at a brick-and-mortar location paid an average of $1,192 and are less likely to repurchase.

    Study Rankings

    Tempur-Pedic ranks highest in customer satisfaction in the online purchase segment for a third consecutive year, with a score of 902. Sleep Number (896) ranks second and Purple (889) ranks third.

    Sleep Number ranks highest in customer satisfaction in the retail purchase segment with a score of 881. Purple (879) ranks second and Tempur-Pedic (862) ranks third.

    The U.S. Mattress Satisfaction Study, now in its eighth year, measures customer satisfaction with mattresses purchased in-store (retail) and online based on seven factors (in order of importance): comfort; price; support; durability; variety of features; warranty; and customer service. The study is based on responses from 2,533 customers who purchased a mattress in the 12 months prior to fielding the survey. The study was fielded August-September 2023.

     

    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

     

  • 2023 U.S. Home Security Satisfaction Study

    Home Security Customers Feeling Secure with Purchase and Experience, JD Power Finds

    2023-10-31

    jillian.breska

    TROY, Mich.: 1 Nov. 2023 — Overall customer satisfaction with home security systems rests high at 865 (on a 1,000-point scale), according to the JD Power 2023 U.S. Home Security Satisfaction Study,SM released today. Customers are especially satisfied with their purchase and installation experience, as systems have become easier to install, as well as their professional monitoring and customer service experience.

    Study Rankings

    Xfinity Home and Ring rank highest in a tie in customer satisfaction with a score of 884. Brinks Home (883) ranks third.

    The U.S. Home Security Satisfaction Study, conducted for the first time since 2020, measures overall customer satisfaction with professionally monitored home security systems based on six factors (in order of importance): quality of home security system; professional monitoring; customer service; price; billing and payment; and purchase and installation. The study is based on responses from 1,023 customers who purchased a professionally monitored home security system within the past 2 years. The study was fielded August-September 2023.

    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

     

  • 2023 U.S. Windows and Patio Doors Satisfaction Study

    Window and Patio Door Customers Want Their First Purchase to be Their Last,  JD Power Finds

    2023-07-31

    jillian.breska

    TROY, Mich.: 3 Aug. 2023 — Nearly half (47%) of window and patio doors customers were motivated to purchase a specific brand based on a product guarantee or claim this year, up from 35% in 2022, according to the JD Power 2023 U.S. Windows and Patio Doors Satisfaction Study,SM released today. Additionally, overall satisfaction increased significantly among both brands and retailers.

    “Fortunately, for retailers, customers are doing their research before purchasing,” said Christina Cooley, senior director of home intelligence at JD Power. “Clearly, the manufacturers and retailers are essential in ensuring the customer orders what they need and want, but also should make certain that they are doing the small things that require little to no training. Examples include proactively offering assistance; explaining products and benefits; understanding what the customer is looking for; not pressuring the customer; and thanking the customer for the purchase.”

    Study Rankings 

    Renewal by Andersen ranks highest among manufacturers for a fourth consecutive year, with a score of 882. Milgard (880) ranks second and American Craftsman (874) ranks third. 

    Lowe’s ranks highest among retailers with a score of 873. Renewal by Andersen ranks second (871) and Home Depot (860) ranks third. 

    The 2023 U.S. Windows and Patio Doors Satisfaction Study is based on responses from 2,932 customers who purchased windows or patio doors within the previous 12 months. The study was fielded from December 2022 through April 2023. 

    For more information about the U.S. Windows and Patio Doors Satisfaction Study, visit https://www.jdpower.com/business/home/windows-and-patio-doors-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-inf

     

  • 2023 U.S. Appliance Satisfaction Study

    Brick and Mortar Dominates Home Appliance Sales, JD Power Finds

    2023-07-19

    jillian.breska

    TROY, Mich.: 20 July 2023 — Nearly three-fourths (71%) of home appliance purchases happen in-store and 75% of appliance purchases occur on the first visit to the store, according to the JD Power 2023 U.S. Appliance Satisfaction Study,SM released today. Though 29% of purchases take place online, most shoppers still want to see the appliance in person.

    “This year’s data shows us that 56% of home appliance shoppers are doing their research online before heading in store to purchase,” said Christina Cooley, home intelligence lead at JD Power. “Though price is almost always going to be the main driver of whether someone decides to purchase an appliance or not, one-third of buyers did not purchase because they were seeking specific options and features and one-fifth indicated they couldn’t purchase, as their desired appliance wasn’t in stock.”   

    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
    Samsung (892) ranks highest in customer satisfaction among cooktops, followed by Whirlpool (887).

    Freestanding Range
    Samsung (897) ranks highest in customer satisfaction among freestanding ranges, followed by LG (894) and Whirlpool (891).

    Wall Oven
    KitchenAid (897) ranks highest in customer satisfaction among wall ovens, followed by Whirlpool (883).

    Over-the-Range Microwave
    LG and Samsung (885) rank highest in a tie in customer satisfaction among over-the-range microwaves, followed by Whirlpool (877).

    Dishwasher
    KitchenAid (880) ranks highest in customer satisfaction among dishwashers, followed by Samsung (877) and Bosch (874).

    French Door Refrigerator
    Samsung (895) ranks highest in customer satisfaction among French door refrigerators. LG (887) ranks second.

    Side-by-Side Refrigerator
    LG (898) ranks highest in customer satisfaction among side-by-side refrigerators and is followed by Samsung (889).

    Top-Mount Freezer, Two-Door Refrigerator
    Samsung (860) ranks highest in customer satisfaction among top-mount freezer refrigerators, followed by LG (856) and Frigidaire and Whirlpool (854) rank third in a tie.

    Front-Load Clothes Washer
    Samsung (892) ranks highest in customer satisfaction among front-load washers.

    Top-Load Clothes Washer
    Samsung (889) ranks highest in customer satisfaction among top-load washers, followed by LG (884) and Whirlpool (881).

    Clothes Dryer
    Samsung (893) ranks highest in customer satisfaction among clothes dryers, followed by Whirlpool (884).

    Appliance Retailer
    Menards (887) ranks highest in customer satisfaction among appliance retailers, followed by The Home Depot (867) and Best Buy (865).

    The 2023 Appliance Satisfaction Study is based on 21,062 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from December 2022 through March 2023.

    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

     

  • 2023 U.S. Home Improvement Retailer Satisfaction Study

    Home Improvement Retailers Compete with Amazon and Win, JD Power Finds

    2023-05-16

    jillian.breska

    TROY, Mich.: 17 May 2023 — Despite Amazon continuing to attract more home improvement customers, 87% of home improvement purchases are happening in-store, according to the JD Power 2023 U.S. Home Improvement Retailer Satisfaction Study,SM released today. Additionally, whenever a customer is drawn to a physical retail store, it creates an advantage for that retailer, as 89% of customers make their purchase on their first store visit.

    “The digital aspect of home improvement retailing is becoming increasingly important as more customers are researching online and watching how-to videos, and Amazon is definitely getting a piece of this action,” said Christina Cooley, senior director of the home and retail intelligence practice at JD Power. “However, Amazon cannot compete with the holistic journey that brick-and-mortar stores provide. Starting from the digital resources, physical locations have the ability to support customers from project ideation to a personalized in-store shopping and purchase experience.”

    Study Ranking

    Ace Hardware ranks highest in customer satisfaction for a fifth consecutive year, with a score of 873.

    The 2023 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 2,728 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded from December 2022 through March 2023.

    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-inf

     

  • 2022 Mattress Satisfaction Report

    Rest Assured: Overall Mattress Satisfaction Increases, JD Power Finds

    2022-11-02

    TROY, Mich.: 3 Nov. 2022 — Led by increases in satisfaction with warranties and features of mattresses purchased online along with an increase in customer service satisfaction among mattresses purchased in-store, overall satisfaction with mattress purchases increases 5 points (on a 1,000-point scale) from a year ago, according to the JD Power 2022 Mattress Satisfaction Report,SM released today.

    Study Rankings

    Tempur-Pedic ranks highest in customer satisfaction in the online mattress segment for a second consecutive year, with a score of 894. Casper (886) ranks second and Purple (884) ranks third.

    Tempur-Pedic ranks highest in customer satisfaction in the retail mattress segment for a fourth consecutive year, with a score of 905. Sleep Number (875) ranks second and Serta (874) ranks third.

    The 2022 Mattress Satisfaction Report, now in its seventh year, measures customer satisfaction with mattresses purchased in-store (retail) and online based on seven factors (in order of importance): comfort; price; support; durability; warranty; variety of features; and customer service.

    The report is based on responses from 2,030 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in August-September 2022.

    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 is headquartered in Troy, Mich., and 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

     

  • 2022 U.S. Windows and Patio Doors Satisfaction Study

    It’s Clear: Windows and Patio Doors Customers More Satisfied with a Personalized Purchase Process,  JD Power Finds

    2022-08-25

    jillian.breska

    TROY, Mich.: 25 Aug. 2022 — Adding a personalized touch to the window and patio door purchasing experience—from the product and shopping to delivery and installation—will provide the differentiation manufacturers and retailers need to set themselves apart from the competition, according to the JD Power 2022 U.S. Windows and Patio Doors Satisfaction Study,SM released today. Overall satisfaction is 854 (on a 1,000-point scale) for the manufacturer segment and 844 for the retail segment, down 9 and 16 points from 2021, respectively.

    “Window and patio door shopping is often a large investment and can be difficult for customers to know which brands to consider and where to make the purchase,” said Christina Cooley, director of home intelligence at JD Power. “Manufacturers and retailers that personalize the experience will see higher overall satisfaction scores. Driving an engaging environment that brings awareness to how customers can customize their windows, as well as proactive communications to set realistic expectations and educate customers will go far in this industry. Customers will be willing to invest more when they have this type of experience.”

    Study Rankings 

    Renewal by Andersen ranks highest in the manufacturer segment with a score of 877 (on a 1,000-point scale), followed by Pella (866) and Andersen (854). 

    Window World ranks highest in the retail segment with a score of 885. Renewal by Andersen ranks second (859) and Home Depot ranks third with a score of 845. 

    The 2022 U.S. Windows and Patio Doors Satisfaction Study is based on responses from 2,833 customers who purchased windows or patio doors within the previous 12 months. The study was fielded from December 2021 to March 2022, with additional fielding in  August 2022. 

    For more information about the U.S. Windows and Patio Doors Satisfaction Study, visit https://www.jdpower.com/business/home/windows-and-patio-doors-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