Satisfaction with Patio Doors and Windows
Declines, According to New Study
As economic difficulties lead homeowners to curtail remodeling
projects, overall satisfaction among consumers with patio doors and windows
has declined in 2009, according to the J.D. Power and Associates 2009
Windows and Patio Doors Satisfaction Study released in August. And these
economic difficulties may be the reason that consumers report spending
less overall on window projects, are purchasing fewer window and patio
door units and installing doors and windows themselves—more frequently
than in previous years.
The study, now in its third year, measures satisfaction among consumers
who purchased new windows or patio doors based on performance in seven
factors (listed in order of importance): operational performance (17 percent);
product quality/durability (17 percent); appearance and design features
(15 percent); price (14 percent); ordering and delivery (14 percent);
warranty (13 percent); and repair and replacement (10 percent).
Overall satisfaction with windows and patio doors has declined to 769
on a 1,000-point scale in 2009, down from 781 in 2008. Satisfaction has
decreased in all seven factors examined in the study, with the most notable
declines occurring in the warranty, product quality/durability and price
The importance of warranty issues, as well as product quality/durability,
appearance and design features, and operational performance factors have
increased since 2008. The importance of the price and ordering and delivery
factors has declined substantially.
Comparison of Patio
Consumer Trends - 2008 vs. 2009
|Average cost of window projects (including installation
|Average number of window/patio door units purchased
|Percentage of consumers who installed windows/ patio
“Consumers have scaled back on remodeling and discretionary projects due
to tight credit, declining home values and general economic uncertainty,”
says Jim Howland, senior director in the real estate industries practice
at J.D. Power and Associates. “Consumers who find it necessary to replace
windows or remodel in light of these conditions are much more likely to
scrutinize every aspect of their purchase and carry particularly high
expectations for products.”
When it came to ranking of the manufacturers, Pella ranks highest among
consumers in overall satisfaction with patio doors and windows for a third
consecutive year. Achieving a score of 787, Pella performs particularly
well in three of seven factors: operational performance; product quality/durability;
and appearance and design, according to J.D. Power and Associates. Closely
following Pella are Andersen (785) and Milgard (784). Andersen performs
particularly well in the ordering and delivery and warranty factors, while
Milgard performs well in the price and repair and replacement factors,
the survey reports.
The 2009 Windows and Patio Doors Satisfaction Study is based on responses
from 2,856 consumers who purchased new windows or patio doors during the
previous 12 months. The study was conducted in March and April 2009.
Source: J.D. Power and Associates
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