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Despite the economic and logistical challenges introduced by the pandemic, consumer spending on home improvements and repairs grew more than 3% to nearly $420 billion in 2020 and continued its rise through 2021.
One surprising beneficiary of this trend is the window and patio door industry, which is heavily reliant on in-home consultations. According to the J.D. Power 2021 U.S. Windows and Patio Doors Satisfaction Study, the industry’s efforts to adjust its business model to accommodate virtual consultation and offer discounts and incentives has helped drive higher customer satisfaction.
“Unlike other areas of the home improvement marketplace, window and patio door sales are often driven by an in-home consultation with experts who can talk consumers through not only their window options but also provide specific recommendations based on the home layout and design,” said Christina Cooley, director of home intelligence at J.D. Power.
She added, “Consistently, we find that manufacturers and retailers that make it easy to comparison shop and provide expert guidance are those that perform best in the study. This past year, they had to adapt, and many did so successfully. A majority—54%—of customers had some form of expert consultation and 11% of those consults were conducted virtually.”
Renewal by Andersen ranked highest in the manufacturer segment with a score of 886 (on a 1,000-point scale), followed by American Craftsman (878) and Milgard (874).
Renewal by Andersen also ranked highest in the retail segment in a tie with The Home Depot, each with a score of 876. Window World came in third with a score of 874.
The J.D. Power Windows and Patio Doors Satisfaction Study provides a comprehensive view of the window and patio door purchase and ownership experience by measuring satisfaction with window/patio door retailers and brands. The study measures satisfaction among customers who purchased windows and/or patio doors during the previous 12 months, based on performance in six factors for manufacturers and retailers: appearance and design features, operational performance and durability, sales staff and service, ordering and delivery, price, and installation.
The study aimed to gauge retailers’ and manufacturers’ brands and reputations, examine pathways to purchase, drill down on problems experienced, and deliver insight on what drives customer loyalty.
The most recent study was conducted during the first half of 2021. It was based on responses from 3,124 customers who purchased windows or patio doors within the previous 12 months.
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