American Woodmark Ranks #1 in J.D. Power’s 2017 Kitchen Cabinet Satisfaction Study
WINCHESTER, Va., (August 4, 2017) – J.D. Power released the results of its 2017 Kitchen Cabinets Satisfaction Study℠, and American Woodmark came out on top, ranking number one in overall customer satisfaction. Specifically, American Woodmark performed the highest in three of the five factors: design features, ordering and delivery, and warranty and scored a close second on operational performance and price factors.
“Our teams work extremely hard every day to deliver great products and a superior experience to our customers,” said Perry Campbell, senior vice president of sales and marketing at AWC. “Earning the J.D. Power distinction is a recognition of the success of those efforts. We’re very proud of and thankful to our teams throughout the company who have contributed to building the products and enabling customer experiences that result in our successes every day.”
According to the study, kitchen cabinet manufacturers achieved significant year-over-year improvements in customer satisfaction. Overall satisfaction among kitchen cabinet customers increased to 817 (on a 1,000-point scale) from 797 in 2016. “Consumers see and use their kitchen cabinets probably more than most other purchases for the home,” said Greg Truex, senior director of the at-home practice at J.D. Power. “The pressure to make ‘the right decision’ can be relieved somewhat by salespeople who spend the proper amount of time with customers during the selection process. Combine that with getting the order right and delivering it on time will elevate customer satisfaction.”
The J.D. Power 2017 Kitchen Cabinet Satisfaction Study is based on responses from 2,645 customers who purchased kitchen cabinets within the previous 12 months. One conclusion is that satisfaction drives loyalty. Among delighted customers (overall satisfaction scores above of 901 and above), 72 percent say they “definitely will” repurchase the brand, compared with the study average of 35 percent. Additionally, 77 percent of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 42 percent.
“This year’s J.D. Powers study showed significantly higher scores overall by cabinet manufacturers. This fact makes our winning the top award even more meaningful to us,” Campbell added.
The study also showed that ordering and delivery are most important to satisfaction which is significantly higher among customers whose salesperson explained the ordering process. Additionally, satisfaction is significantly higher among customers whose kitchen cabinets were delivered as ordered than among those whose delivery was not received as ordered. Further, satisfaction is significantly higher among those whose kitchen cabinets were delivered on the date promised than among customers whose cabinets were not delivered on the promised date.
American Woodmark Corporation manufactures and distributes kitchen cabinets and vanities for the remodeling and new home construction markets. Its products are sold on a national basis directly to home centers, major builders and through a network of independent distributors. The Company presently operates nine manufacturing facilities and seven service centers across the country.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.