J.D. Power Reports: Ordering and Delivery Process Continues to be Critical to Achieving High Levels of Satisfaction Among Cabinet Customers

WESTLAKE VILLAGE, Calif., May 15, 2014 /PRNewswire/ -- While the operational performance of cabinets is still critical, a smooth ordering and delivery process is essential to achieving high levels of customer satisfaction, according to the J.D. Power 2014 U.S. Kitchen Cabinet Satisfaction Study^SM released today.

The study, now in its eighth year, measures customer satisfaction with kitchen cabinets by measuring five factors (in alphabetical order): design features (such as the variety of cabinet colors/finishes and range of sizes and shapes available); operational performance (including smoothness of drawer slides and sturdiness of cabinet joinery); ordering and delivery (including ease of ordering, condition of products at delivery and timeliness of delivery); price; and warranty.

KEY FINDINGS

• On average, customers spend approximately $4,756 on their new kitchen cabinets, up by 14% from 2013.
• Customers have purchased more cabinet units, on average, in 2014 than in 2013 (17 vs. 12, respectively).
• Nearly half (40%) of customers indicate installing their cabinets themselves.
• Among cabinet customers, 33 percent say they "definitely will" recommend their cabinet brand to others, compared with 25 percent in 2013, and 27 percent say they "definitely will" purchase the same brand again, compared with 17 percent in 2013.  

"The condition of the cabinets upon delivery is the most important driver of the delivery process, followed by timeliness," said Christina Cooley, director of the home improvement practice at J.D. Power. "Manufacturers can increase satisfaction by focusing beyond just the cabinets themselves to paying particular attention to how customers' expectations are set in the shopping and purchase process and then ensuring the brand delivers all the way through to installation."

The study finds that 75 percent of customers choose the cabinet brand themselves during the shopping process. Nearly one-fourth (24%) of customers cite in-store displays as the most important source of information used to make a decision when shopping for their cabinets.

"To add to an outstanding experience, the brand and shopping environment must be aligned with one another in order to ensure the brand's value is effectively communicated through the displays and information available to consumers, making sure the value of the cabinets does not get lost in pricing and discounts," said Cooley.   

Study Rankings
IKEA ranks highest in overall customer satisfaction among cabinet brands, with a score of 789 on a 1,000-point scale. IKEA performs particularly well in two of the five factors. Following IKEA in the rankings are American Woodmark (770) and Thomasville (769).

Overall customer satisfaction among all brands averages 759, a 3 point increase from 2013.

Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

The 2014 U.S. Kitchen Cabinet Satisfaction Study is based on responses from more than 1,700 customers who purchased kitchen cabinets within the previous 12 months. The study was fielded from January through April 2014.

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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SOURCE J.D. Power