Manufacturers that can maximize brand value by fulfilling customers’ needs through products and front-to-end experience will see a boost in customer satisfaction, according to the J.D. Power 2018 Kitchen Cabinets Satisfaction Study. Overall satisfaction among kitchen cabinet customers increases to 839 (on a 1,000-point scale) from 817 in 2017.
“Having the ability to be a one-stop shop in the cabinet industry truly has its advantages,” said Christina Cooley, director, Home Improvement and Technology Practice at J.D. Power. “By creating a seamless process for the customer from ordering through installation, manufacturers can ensure the customer is both delighted with the process and the cabinets, creating an outstanding experience overall.”
The 2018 Kitchen Cabinet Satisfaction Study is based on responses from 2,325 customers who purchased kitchen cabinets within the previous 12 months. The study was fielded in March-April 2018 and measures customer satisfaction with kitchen cabinets by examining five factors (in alphabetical order): design features, operational performance, ordering and delivery, price, and warranty.
SEKTION (IKEA) ranks highest in overall customer satisfaction (872), performing highest in all five factors. Thomasville ranks second (849), and American Woodmark ranks third (846).
