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Angela Bianchi
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J.D. Power and Associates Reports:KraftMaid Cabinetry Ranks Highest in Customer Satisfaction among
Cabinet Manufacturers
Among Consumers, Importance of Ordering and Delivery Decreases While Price
Becomes More Important
WESTLAKE VILLAGE, Calif.: 18 June 2009 — KraftMaid Cabinetry ranks highest among cabinet manufacturers in satisfying customers, according to the J.D. Power and Associates 2009 Cabinet Satisfaction StudySM released today.
The study, now in its third year, measures customer satisfaction with cabinets based on evaluations in five factors (in order of importance): ordering and delivery; price; operational performance; design features; and warranty. Customers may have installed the cabinets themselves or with help from family and friends; hired an independent contractor or remodeler; used an installation service provided by a home improvement retailer; or used an installation service provided by the product manufacturer.
KraftMaid Cabinetry ranks highest with a score of 749 on a 1,000-point scale and performs particularly well in three of five factors: ordering and delivery, operational performance and design features. Armstrong (746) follows in the rankings, performing particularly well in the price and warranty factors. Kitchen Craft Cabinetry (730) also ranks above the industry average.
The study finds that the importance of the ordering and delivery factor with cabinets has decreased considerably compared with 2008. At the same time, the importance of price and design have both increased.
“Consumer appetites for large remodeling projects have diminished due to the trying economic times,” said Jim Howland, senior director of the real estate and construction practice at J.D. Power and Associates. “As a result, consumers are more price-sensitive when choosing cabinetry.”
Providing good service during ordering and delivery, however, can still effectively differentiate cabinet manufacturers from their competition, even as consumers have become more price-sensitive.
“The challenge to manufacturers is that cabinetry products may be increasingly viewed as a commodity, so differentiation through ordering and delivery services becomes especially critical,” said Howland.
Overall, cabinet manufacturers perform well in the ordering and delivery process. Cabinet owners report the following about their delivery experiences:- 91 percent received their cabinets as ordered;
- 90 percent received their cabinets on time;
- 86 percent received their cabinets both as ordered and on time; and
- 19 percent had cabinets that arrived damaged.
J.D. Power and Associates offers the following tips to consumers shopping for cabinets, based on what cabinet owners say is most important:- As you shop for cabinet styles and finishes, consider your lifestyle and habits, including the wear and tear likely to be placed on your cabinetry. When it comes to wood finishes, certain woods—such as cherry, oak and hickory—are more shock-resistant than others.
- Pay close attention to how smoothly drawers open and close. Ask about the load rating for drawer slides to ensure they are strong enough to suit your needs. Look for self-closing and anti-slam features, as well.
- When remodeling your kitchen, choose your appliances first, then measure and fit the cabinets around them. Do this before measuring for and ordering your countertops.
- Shopping around and comparing prices is a given. Be sure to consider the cost of not only the base cabinets, but also any accessories, such as cutting boards, roll-out trays and storage accessories.
- Don’t dismiss the need for spacers between your cabinets so that the doors clear your baseboards and the drawers don’t rub against each other.
- When you order your cabinets, think ahead about delivery. Ask about the manufacturer’s procedures for remedying defects or discrepancies in the order if they should occur. If the ordering process isn’t smooth, it can tell you a lot about how the delivery might turn out.
- To protect the investment you’ve made in your new cabinets, adhere to the care instructions provided by the manufacturer. They may recommend a specific cleaner, for example. Check out the manufacturer’s Web site for helpful information to help keep your cabinets looking new.
The 2009 Cabinet Satisfaction Study is based on responses from more than 1,300 consumers who purchased new cabinetry within the previous 12 months. The study was fielded between March and April 2009.
For more information, read an article or view cabinet ratings at JDPower.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’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 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 2008 were $6.4 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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