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J.D. Power and Associates and McGraw-Hill Construction Report:
Trane Ranks Highest among HVAC Manufacturers in Satisfying Contractors
WESTLAKE VILLAGE, Calif.: 13 August 2007 — Trane ranks highest among heating, ventilation and air conditioning (HVAC) manufacturers in satisfying residential and light commercial construction contractors, according to the J.D. Power and Associates/McGraw-Hill Construction 2007 HVAC-Residential and Light Commercial Contractor Satisfaction StudySM released today.
The inaugural study focuses on how residential and light commercial contractors evaluate and rate manufacturers of HVAC systems. Residential HVAC systems are defined as packaged systems up to 5 tons of cooling capacity, while light commercial packaged HVAC systems are greater than 5 tons but fewer than 25 tons. Overall contractor satisfaction with HVAC manufacturers is based on performance in eight factors. They are (in order of importance): product; warranty and repair service; credit/billing process; delivery; ordering process; price; marketing/advertising materials; and sales representative.
Trane ranks highest with a score of 792 on a 1,000-point scale, performing particularly well in four of the seven factors: product; delivery; marketing/advertising materials; and sales representative.
“Trane performs well in both product quality and service, which helps differentiate them from their competitors,” said Burleigh Morton, senior director of research and analytics at McGraw-Hill Construction. “By not only producing high-quality HVAC systems, but by also providing their customers with accurate and on-time delivery and support from sales representatives, Trane sets the benchmark for satisfying contractors with their HVAC systems.”
The study finds that timeliness of order delivery and order accuracy have a significant impact on satisfaction. Contractors who say that their orders arrived on time provide satisfaction scores of 797 index points on average—157 index points higher than the average for contractors whose orders did not arrive on time. In addition, when orders were not filled accurately, satisfaction levels declined 113 points—to an average of 682—from a score of 795 on average reported by contractors whose orders were filled correctly.
“Approximately 86 percent of contractors report receiving their products on time and as ordered, which is the best-case scenario from the contractor’s point of view,” said Morton. “However, those contractors who received goods late or not as ordered are far less satisfied, which demonstrates the impact of effective service.”
The study includes responses from 522 contractors evaluating HVAC manufacturers, and was fielded between May and June 2007.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About McGraw-Hill Construction
McGraw-Hill Construction, part of The McGraw-Hill Companies (NYSE: MHP), connects people, projects and products across the design and construction industry. Backed by the power of Dodge, Sweets, Engineering News-Record (ENR), Architectural Record, and Regional Publications, the Company provides information, intelligence, tools, applications and resources to help customers grow their business. McGraw-Hill Construction serves more than one million customers within the $4.6 trillion global construction community. For more information, visit http://www.construction.com/
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate
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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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