J.D. Power has released several new rankings that measure consumers’ satisfaction with their purchases, including kitchen cabinets, smart thermostats, windows and patio doors, and kitchen and laundry appliances. Each study measures consumer satisfaction based on a 1,000-point scale.
The following is a summary of the research firm’s findings.
J.D. Power 2019 Kitchen Cabinets Satisfaction Study
As kitchen cabinet customers seek to make aesthetic upgrades to their homes, they are doing research to determine which brand will best deliver on their vision, according to the newly released J.D. Power 2019 Kitchen Cabinets Satisfaction Study.
“Kitchen cabinet shoppers are quite open-minded as they start to shop for the brands they are considering, as there is not as much brand awareness with cabinets as there is with some other major home improvement categories,” says Christina Cooley, at home intelligence lead at J.D. Power. “Therefore, manufacturers must focus on establishing a presence online, making it easy for shoppers to understand their options, the value behind the brand, and how to purchase. If manufacturers can differentiate from the competition earlier in the shopping process, it facilitates a positive relationship with customers from the get-go, thus driving positive overall satisfaction.”
The study measures satisfaction among customers based on performance in five factors (in alphabetical order): design features; operational performance; ordering and delivery; price; and warranty.
SEKTION (IKEA) ranks highest in overall satisfaction with a score of 857. American Woodmark and KraftMaid (847 each) rank second in a tie.
J.D. Power 2019 Smart Thermostat Satisfaction Report
Overall satisfaction for smart thermostats has increased for the third consecutive year, as more customers are finding their thermostats to be easy to install and use, according to the recently released J.D. Power 2019 Smart Thermostat Satisfaction Report. Overall satisfaction among smart thermostat customers is 889, up 12 points from 2018.
“Smart thermostat manufacturers’ focus on easing the installation and use of smart thermostats has been paying off,” says Christina Cooley, at home intelligence lead at J.D. Power. “The next step is for these brands to find ways to better communicate to their users just how much money they are saving once installed, to drive the overall value of the thermostat.”
The 2019 Smart Thermostat Satisfaction Report measures overall customer satisfaction with smart thermostat brands among those who purchased a smart thermostat system within the past 12 months. Satisfaction is examined across 10 factors (listed in order of importance): ease of use; ease of install/setup; reliability; energy efficiency; price paid; effectiveness of heating/cooling; internet connectivity; usefulness of app; variety of features; and customer service.
Lennox ranks highest in overall satisfaction with a score of 898, followed by Carrier (893) and Nest (890).
J.D. Power 2019 Windows and Patio Doors Satisfaction Study
As visual differentiation between windows and patio doors can be difficult, it is more important than ever that manufacturers and retailers focus on effective product messaging and customer service throughout the purchase and installation process to stand out, according to the recently released J.D. Power 2019 Windows and Patio Doors Satisfaction Study.
“To the typical window customer, it may be difficult to distinguish between two different window brands just based on appearance alone, which means manufacturers and retailers must put forth the effort to differentiate themselves through trust,” says Christina Cooley, at home intelligence lead at J.D. Power. “To continue to increase customer satisfaction, the focus must be on the contact points with the customer from crafting simple, helpful, and effective messaging to attentive and efficient sales and installation processes.”
The study’s manufacturer brand segment measures satisfaction among customers based on performance in three factors (in alphabetical order): appearance and design features; operational performance and durability; and warranty. The retailer segment measures satisfaction among customers based on performance in four factors (in alphabetical order): installation; ordering and delivery; price; and sales staff and service.
Among Window and Patio Door Manufacturer Brand Rankings, Infinity from Marvin ranks highest with a satisfaction score of 890, followed by Renewal by Andersen (887) and American Craftsman (869).
Among Window and Patio Door Retailer Brand Rankings, Window World ranks highest with a score of 878 followed by Renewal by Andersen (875).
J.D. Power 2019 Kitchen and Laundry Appliance Satisfaction Studies
According to the recently released J.D. Power 2019 Kitchen and Laundry Appliance Satisfaction Studies, consumers are becoming more conscious of their appliances’ esthetics, in addition to performance and reliability. While the importance of those may have only increased slightly this year, the trend will continue upward as the HGTV diehards and Pinterest enviers work to improve their living spaces and as manufacturers expand their offerings in this space.
“Staying at the forefront of appliance design trends while maintaining performance and effectiveness is key to customer satisfaction,” says Christina Cooley, at home intelligence lead at J.D. Power. “If appliance manufacturers can keep a good balance of both, they will not only start to edge out the competition, but also gain more loyal and satisfied consumers.”
The Kitchen Appliance Satisfaction Study and the Laundry Appliance Satisfaction Study, now in their 14th and 15th years, respectively, measure customer satisfaction in nine segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; freestanding ranges; over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer two-door refrigerators are measured separately).
LG (873) ranks highest in customer satisfaction with side-by-side refrigerators for a second consecutive year, and is followed by Samsung (858) and GE Appliances (854).
LG(872) ranks highest in customer satisfaction with French door refrigerators and is followed by Samsung (868).
LG (855) ranks highest in customer satisfaction with top-mount freezer refrigerators for a sixth consecutive year. Kenmore (811) ranks second and GE Appliances (809) ranks third.
LG (864) ranks highest in customer satisfaction with dishwashers, followed by Samsung (862) and KitchenAid (860).
Samsung (875) ranks highest in customer satisfaction with freestanding ranges, followed by Kenmore (867) and GE Appliances (863).
Samsung (861) ranks highest in customer satisfaction with over-the-range microwaves. LG (850) ranks second and Kenmore (840) ranks third.
Samsung (871) ranks highest in customer satisfaction with front-load washers, followed by LG (865).
Samsung (884) ranks highest in customer satisfaction with top-load washers, followed by LG (850).
Samsung (880) ranks highest in customer satisfaction with clothes dryers, followed by LG (858).