Industries Served: Home Improvement

Home Improvement

Cabinets

Consumer Cabinets Customer Satisfaction Study

The Consumer Cabinets Customer Satisfaction Study measures customer satisfaction with cabinets based on evaluations in five factors (in order of importance): ordering and delivery; price; operational performance; design features; and warranty. Customers may have installed the cabinets themselves or with help from family and friends; hired an independent contractor or remodeler; used an installation service provided by a home improvement retailer; or used an installation service provided by the product manufacturer.

Cabinet brands are rated based on Design Features, Operational Performance, Price, Warranty, and Ordering and Delivery. This study delivers a comprehensive report on the following brand-level findings:

• Competitive Choice Behavior (why specific brands are rejected in favor of a competitor)
• Brand Retention and Brand Loyalty
• Brand Image
• Role of cabinet installation evaluation in customer experience

To download the study brochure, click here.

Cordless Drill and Drivers

Cordless Drill/Driver Study

The Cordless Drill/Driver Study measures customer satisfaction with cordless drills/drivers based on evaluation in six key factors (listed in order of importance): drill performance (including drilling and driving power, performance under heavy use and maneuverability in tight spaces); ease of use (including balance, weight and grip size and feel); battery performance; price; versatility of the battery platform in supporting other power tools; and warranty. The study is designed to provide information to help consumers with purchase decisions, as well as to assist drill/driver manufacturers in their efforts to improve satisfaction.

Subscribing manufacturers of this study receive information on consumers’:

• Brand Awareness and Image – The study measures overall brand awareness and evaluates brands on multiple dimensions such as environmental responsibility, trend-setting styling, customer focused, prestigious brand, product affordability, consumer versus professional grade, established brand, trustworthiness, stands behind warranty, and produces solid products.
• Shopping Patterns – Manufacturers can analyze the data based on the type of drill purchased, price of drill, selection of a single-item versus multi-tool kit purchase, intended use of the drill, and previous ownership experience. In addition, the study covers what other brands were considered and rejected, and why each brand was selected, rejected, or not even considered. The study also identifies what pre-purchase information sources (e.g., Internet article, manufacturer’s Web site, and recommendation from friend or contractor) were used and evaluates the helpfulness of those sources.
• Cordless Drill Product – Product information is captured to enable more detailed analysis based on battery type, battery voltage, drill features, current ownership of other tools in the system, and intent to purchase other tools in the system.
• Ownership Experience - How satisfied customers are with the drill performance, battery performance, ease of use, price paid, warranty, and versatility of product line.
• Loyalty/Commitment to Brand
• Problems Experienced
• Demographic Profile

To download the study brochure, click here.

Interior Paint

Interior Paint Satisfaction Study

The Interior Paint Satisfaction Study reports on how consumers who recently purchased interior paint evaluate the paint product that they selected based on six key factors (listed in order of importance): application performance; appearance and application features; durability performance; price; design guides and instructions; and warranty/guarantee. Through this study, J.D. Power and Associates’ goal is to provide an impartial and strategic analysis that will help paint manufacturers enhance overall customer satisfaction, drive greater pricing leverage, increase consumer loyalty, improve sales and market share, and most importantly, enhance financial performance.

The study delves into the following brand-level findings:

• Competitive Choice Behavior (why specific brands are rejected in favor of a competitor)
• Brand Retention and Brand Loyalty
• Paint Retailer Evaluation

Beginning in 2009, subscribers also receive detailed information about their customers’ retail experience with the paint department or paint store from which they purchased the product. This data provides valuable insight into retailers’ performance and a further understanding of their role in the overall customer experience.

The primary objectives of this research include:

• Developing a detailed understanding of the factors that drive consumer satisfaction
• Obtaining thorough feedback from your customers on your product and service performance relative to these drivers
• Providing comprehensive information to assist manufacturers and retailers in their efforts to improve their customer satisfaction
• Benchmarking both company and industry performance over time

Kitchen and Laundry Appliance Manufacturers

The Kitchen and Laundry Appliance studies provide manufacturers the critical insight needed in today’s challenging environment to grow market share and increase differentiation from competitors. Specifically, they are designed to help manufacturers:

Understand the end-to-end customer experience
The 2009 Kitchen and Laundry Appliance studies capture detailed evaluations of each appliance’s ease of use, operational performance, styling and feel, operational features, warranty, and price.

Measure the potential relationship between the distribution channel and customers’ experiences with the appliance
Identify opportunities to train sales staff regarding the appliance’s features, benefits, and value.

Build on competitive strengths
By gaining insight to what is most satisfying to your current customers, you can better ensure that you continue to meet their needs and create a competitive advantage against your competitors.

Prioritize key opportunities for improvement
Understanding competitive weaknesses is critical in modifying strategies to protect your current customer base and to capture additional market share from your competitors.

In each study consumers evaluate their recently-purchased kitchen or laundry appliance(s) on several key aspects, including:

• Ease of Use
• Operational Performance
• Styling and Feel
• Operational Features
• Warranty
• Price

Kitchen Appliance Study

The Kitchen Appliance Study focuses on three major product categories for the following brands:

Dishwashers
Amana, Frigidaire, GE Appliances, GE Profile, Hotpoint, Kenmore, Kenmore Elite, KitchenAid, LG, Maytag, Samsung, Whirlpool, Whirlpool Gold
Additional Brands Benchmarked: Electrolux, GE Monogram, Jenn-Air, Kenmore Pro, Roper, Sub-Zero

Ranges/Cooktops/Ovens
Amana, Frigidaire, GE Appliances, GE Profile, Hotpoint, Jenn-Air, Kenmore, Kenmore Elite, KitchenAid, LG, Maytag, Whirlpool
Additional Brands Benchmarked: Bosch, Electrolux, GE Café, GE Monogram, Kenmore Pro, Samsung, Tappan, Viking, Whirlpool Gold

Refrigerators
Amana, Bosch, Frigidaire, GE Appliances, GE Profile, Kenmore, Kenmore Elite, KitchenAid, LG, Maytag, Whirlpool, Whirlpool Gold
Additional Brands Benchmarked: ASKO, Electrolux, Fisher & Paykel, GE Monogram, Hotpoint, Jenn-Air, Kenmore Pro, Samsung

Benchmarking of additional brands with sufficient response (>30) available exclusively to study subscribers

Laundry Appliance Study

The Laundry Appliance Study focuses on two major product categories for the following brands:

Clothes Washers
Admiral, Amana, Bosch, Fisher & Paykel, Frigidaire, GE Appliances, GE Profile, Kenmore, Kenmore Elite, LG, Maytag, Roper, Samsung, Whirlpool
Additional Brands Benchmarked: Electrolux, Estate, Hotpoint, Inglis, KitchenAid

Clothes Dryers
Admiral, Amana, Bosch, Frigidaire, GE Appliances, GE Profile, Kenmore, Kenmore Elite, LG, Maytag, Roper, Samsung, Whirlpool
Additional Brands Benchmarked: Electrolux, Estate, Fisher & Paykel, Hotpoint, Inglis

Benchmarking of additional brands with sufficient response (>30) available exclusively to study subscribers

To download the study brochure, click here.

Retailers

The Home Improvement Retailer and Appliance Retailer studies provide retailers with critical insight needed in today’s challenging environment to grow market share and increase differentiation from competitors.

Home Improvement Retailer Study

The Home Improvement Retailer Study measures customer satisfaction with home improvement retail stores, based on performance in five factors: merchandise; price; sales staff; sales/promotions; and store facility.

Subscribers receive information regarding consumers’:

• Retail Experience – How well retailers satisfy their customers regarding the store facility, merchandise, sales staff, sales and promotions, and price
• Shopping Patterns – Investigates how frequently customers shop at their primary home improvement retailers. Identifies which stores are shopped and why a retailer is chosen over a competitor. Also quantifies the total annual home improvement spend and share of customer wallet by retailer
• Use of Store Services and Satisfaction with Delivery and Installation Services
• Loyalty/Commitment to Home Improvement Retailer
• Issues Experienced with In-Store Service
• Demographic Profile

The valuable information from this study can be used to:

Maintain and grow current customer base and increase spend
The Home Improvement Retailer Study identifies:
- Which customers consider you their primary home improvement retailer
- What other retailers your customers shop at
- What your "share of wallet" is
This insight can be used to develop and modify marketing campaigns geared at increasing the frequency of purchase and spend at your stores as well as targeting other retailers’ customers.

Identify target customer groups.
J.D. Power and Associates independently constructs a customer segmentation which can be used to:
- Validate your own internal segmentation
- Add depth and understanding to your own internal segmentation
- Understand your competitors’ customer segments
- Understand how the customer experience varies by segment

Maximize customer loyalty
Gain insight into what drives customer commitment to refine strategies to strengthen brand equity, increase repurchase frequency, retain spend, increase share of wallet, reduce cost of sales, and decrease cost of acquiring new customers.

Home Appliance Retailer Study

In this study customers evaluate their appliance retailer on six key aspects of their experience: store facility, sales staff, merchandise, price, delivery service, and installation service.

Through the Appliance Retailer Study subscribers receive valuable information about:

• Shopping Patterns
• Specific Performance Improvement Measures (Sales Staff, Retail Floor, and Delivery Service)
• Customer Loyalty and Commitment
• Consumer Segments, Decision Styles, and Psychographics
• Customer Demographics

This valuable information can be used to:

Understand end-to-end customer experience.
The 2009 Appliance Retailer Study provides detailed information to assist you in refining your service, merchandising, and store operations strategies.

Build on competitive strengths
By gaining insight into what is most satisfying to your current customers you can better ensure that you continue to meet their needs and create a competitive advantage against your competitors.

Prioritize key opportunities for improvement
Understanding competitive weaknesses is critical to modifying strategies to protect your current customer base and to capture market share from your competitors.

Appliance Retailer Mystery Shop Program

• Focused on five major retailers: Best Buy, hhgregg, The Home Depot, Lowe's, and Sears
• Hundreds of retailer locations are shopped each quarter
• Mystery shops focus on laundry and kitchen appliances
• Shoppers represent both "quality conscious" and "budget conscious" consumers
• Provides insight into what brands are recommended, the specific reasons for the recommendation, and the strength of each recommendation
• Identifies competitive strengths and weaknesses
• Subscribers receive a Web-based application for customizable reports and queries as well as a quarterly data file for more detailed end-user analysis

To download the study brochure, click here.

Lawn Mowers

Walk-Behind Lawn Mower Study

The Walk-Behind Lawn Mower Study measures customer satisfaction with walk-behind lawn mowers by examining four key factors (listed in order of importance): performance (including engine power, ease of starting and cutting effectiveness); maintenance (including durability and routine maintenance demands); warranty and price. The study is designed to provide information that helps customers with purchase decisions, as well as to assist lawn mower manufacturers in their efforts to improve customer satisfaction.

Subscribers for the syndicated Walk-Behind Lawn Mower Customer Satisfaction Study receive detailed study results, which include:

• In-depth insight into the key satisfaction drivers of walk-behind lawn mower customers
• Comprehensive evaluation of each brand’s performance relative to these key drivers
• Assessments of customer shopping behaviors, including reasons for gaining and losing business
• Quantification of brand loyalty and its potential impact on future sales
• Insights into retailer specific impacts on customer shopping and purchase decisions
• Prioritized, brand-specific recommendations for strategic improvement
• Industry and company benchmarks

To download the study brochure, click here.

Windows and Patio Doors

These studies report on how consumers and builders/remodelers evaluate windows and patio door manufacturers. More specifically, the research provides manufacturers with invaluable insight about the quality and effectiveness of their customer satisfaction programs relative to the competition.

The primary objectives of this independent third-party assessment include:

• Developing a detailed understanding of the factors that drive customer satisfaction;
• Obtaining thorough feedback from your customers on your product and service performance relative to these drivers;
• Providing comprehensive information to assist manufacturers and retailers in their efforts to improve their customer satisfaction
• Benchmarking performance over time.

J.D. Power and Associates’ goal is to provide an impartial and strategic analysis that will help manufactures enhance their customers’ overall satisfaction, drive greater pricing leverage, increase consumer loyalty, improve sales and market share, provide detailed findings about your primary competitors for critical benchmarking purposes, and most importantly, enhance the firm’s financial performance.

Understanding the voice of the customer is critical to success in today’s highly competitive marketplace. Knowing how consumers, builders and contractors evaluate a manufacturer’s products compared to their competitors can help increase competitive advantage through fine-tuning those practices that drive high levels of customer satisfaction and consumer loyalty.

Residential Window and Patio Door Builder/Remodeler Satisfaction Study

Residential Window and Patio Door Customer Satisfaction Study

To download the study brochure, click here.