J.D. Power: Salespeople are Crucial to Customer Satisfaction

June 15th, 2017 by Editor

More door and window shopping is taking place online, but flesh-and-blood salespeople still have an important role to play — as long as they make a personal connection with customers.

According to the recently released J.D. Power 2017 Windows and Patio Doors Satisfaction Study, when a salesperson spends time talking with a consumer about the qualities of windows and patio doors, customer satisfaction increases significantly. However, fewer than two-thirds (61 percent) of customers indicate that they spoke with a sales associate at length about these products.

“There’s a clear connection between a customer’s level of product knowledge and level of satisfaction,” said Greg Truex, senior director of the at-home practice at J.D. Power. “Satisfaction is crucial because it leads to more recommendations and increased brand loyalty, which are important in a $4-billion-a-year industry.”

The study shows that satisfaction is much higher among customers who spoke with a sales associate at length rather than briefly or not at all (858 vs. 830, respectively, on a 1,000-point scale). Additionally, satisfaction is higher among customers whose salesperson explained the ordering process than among those who did not receive an explanation (853 vs. 813, respectively).

Satisfaction is also significantly higher among customers whose windows and/or patio doors were delivered on the date promised than among those whose delivery did not arrive on the promised date (852 vs. 752, respectively).

As far as customer advocacy and loyalty, 79 percent of windows and patio doors customers who rank as “delighted” say they “definitely will” recommend the brand to others, compared with the study average of 45 percent.  Also, among “delighted” customers (overall satisfaction scores of 901 and above), 73 percent say they “definitely will” repurchase the brand, compared with the study average of 41 percent.

Among “delighted” customers, the average number of positive recommendations is 5.1, compared with the study average of 3.4.

Window and Patio Door Satisfaction Rankings

Andersen Corp. swept the top three spots for “Outstanding Customer Satisfaction with Windows and Patio Doors,” according to the J.D. Power 2017 Windows and Patio Doors Satisfaction Study.

“Delivering a first-class customer experience and building brands people value and trust underlies this historic recognition,” said Jay Lund, Andersen chair and CEO. “I am very proud of the commitment and dedication Andersen employees have to delighting customers at every touchpoint.”

American Craftsman (855) ranked highest in customer satisfaction among window and patio door brands and performs particularly well in price, according to J.D. Power. Andersen (854) ranks second, followed by Renewal by Andersen and Window World (both 849). Overall satisfaction with windows and patio doors is 840, up from 811 in 2016.

The J.D. Power Windows and Patio Doors Satisfaction Study measures satisfaction among customers based on five factors: appearance and design features; operational performance and durability; ordering and delivery; price paid for products and services received; and warranty.

The study is based on survey responses from 1,904 customers who purchased windows or patio doors within the previous 12 months. The surveys were conducted in February-March 2017.

J.D. Power 2017 Windows and Patio Doors Satisfaction Study
J.D. Power 2017 Windows and Patio Doors Satisfaction Study

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