Pella Ranks Highest in Study of Consumer Satisfaction with Patio Doors and Windows; Simonton Takes First in Builder Satisfaction

Pella recently took first place in a survey conducted by J.D. Power that surveyed consumers in their satisfaction with new patio doors and windows. Simonton Windows took first place in a similar study conducted among builders and remodelers.

Overall satisfaction in the consumer survey was based on performance in seven factors (in order of importance): ordering and delivery (22 percent); value (21 percent); operational performance (15 percent); product quality/durability (14 percent); appearance and design features (12 percent); repair and replacement (10 percent); and warranty (8 percent).

Pella achieved a score of 794 on a 1,000-point scale and performed particularly well in five of the seven factors: operational performance; product quality/durability; appearance and design features; warranty; and ordering and delivery.

Marvin closely followed Pella in the rankings with a score of 792, performing well in the value and ordering and delivery factors. In addition, Marvin posted the greatest improvement in rank position since 2007 of any manufacturer included in the study. Andersen ranked third with an index score of 790, performing particularly well in the warranty and repair and replacement factors.

The consumer study is based on responses from 2,433 consumers who purchased new patio doors or windows doors in the previous 12 months and was conducted in March and April 2008.

The study of builders and remodelers evaluated performance in seven factors (in order of importance): product (20 percent); warranty and repair service (19 percent); value (18 percent); customer service and support (14 percent); delivery (11 percent); credit/billing process (9 percent); and ordering process (9 percent).

Simonton achieved an index score of 829 on a 1,000-point scale and performed particularly well in the ordering process, delivery and value factors. Pella and Milgard followed, scoring 821 and 813, respectively. Pella performed well in the customer service and support and credit/billing process factors, while Milgard performs particularly well in warranty and repair service.

The study also found that the energy efficiency of patio doors and windows has emerged as a particularly important product feature in 2008.

"Consumers are becoming increasingly aware of energy efficient and environmentally friendly building options, and builders and remodelers are responding accordingly to consumer demand by placing particular importance on energy efficiency when evaluating products," says Burleigh Morton, senior director of research and analytics at McGraw-Hill Construction.

The 2008 Builder and Remodeler Residential Window and Patio Door Satisfaction Study is based on responses from 2,837 new-home builders and remodelers. Each respondent evaluated up to two manufacturers of residential patio doors and windows. The study was conducted between May and June 2008.

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