WESTLAKE VILLAGE, CA - Cabinet performance is now among the leading factors in customer satisfaction, according to a recent kitchen cabinet study by J.D. Powers and Associates.
The U.S. Kitchen Cabinet Satisfaction Study, now in its sixth year, measures customer satisfaction using five factors: ordering and delivery (including ease of ordering, condition of products at delivery and timeliness of delivery); price; design features (such as the variety of cabinet colors/finishes and range of sizes and shapes available); operational performance (including smoothness of drawer slides and sturdiness of cabinet joinery); and warranty.
According to the study, operational performance increased 5 percentage points compared to 2012, and is now equally as important as ordering and delivery to customer satisfaction.
"Manufacturers must rely on distributors and contractors for the ordering and delivery process — and in many cases the installation process as well — but must provide the necessary level of support and training so that everyone involved is able to properly set customer expectations and deliver on them throughout the process," Christina Cooley, director of the home improvement practice at J.D. Power and Associates, said in a statement.
Customers said they were influenced most by distributor's in-store display and recommendations from professionals (16%). Other key findings from the study include:
• On average, customers spend approximately $4,160 on their new kitchen cabinets (down by 4.8% from 2012).
• More customers recognize their cabinets as being certified by a green accreditation program than in 2012 (16% vs. 6%, respectively).
• Nearly two-thirds (63%) of customers indicate hiring a professional to install their cabinets, while 37% install their cabinets themselves.
The 2013 U.S. Kitchen Cabinet Satisfaction Study is based on responses from more than 1,800 customers who purchased kitchen cabinets within the previous 12 months. The study was fielded in January and February 2013.
Thomasville Ranks Highest in Brands Surveyed
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Overall Customer Satisfaction Index Scores J.D. Power.com Power Circle Ratings |
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(Based on a 1,000-point scale) |
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Thomasville |
800 |
5 |
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KraftMaid |
772 |
4 |
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IKEA |
761 |
3 |
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Merillat |
761 |
3 |
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Study Average |
756 |
3 |
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Aristokraft |
750 |
3 |
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American Woodmark |
748 |
3 |
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Hampton Bay |
737 |
2 |
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American Classics |
731 |
2 |
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KitchenCraft |
731 |
2 |
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Armstrong |
730 |
2 |
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Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
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