J.D. Power and Associates’ recently released “2010 U.S. Kitchen Cabinet Satisfaction Study” has not only identified the cabinet manufacturers that rank highest in customer satisfaction, but it also points out the areas of customer satisfaction in which each manufacturer excels. Results are based on the responses of 1,119 consumers who purchased kitchen cabinets within the 12 months preceding Marh and April 2010.
The study measures overall satisfaction with kitchen cabinets by evaluating five factors: design features, operational performance, ordering and delivery, price, and warranty. Armstrong came out on top in overall customer satisfaction, scoring 759 out of a possible 1,000 points. Thomasville ranked second with 757 points, followed by KraftMaid (756), Ikea (755), and Merillat (752).
Each of the top-ranked manufacturers was strongest in different areas, the study found. Operational performance and warranty were Armstrong’s best performance factors, while Thomasville was deemed strongest in design features. Ikea’s price factor was its greatest strength, and Merillat excelled in the areas of ordering and delivery.
Consumer responses indicated that while price is still one of the most important factors in overall satisfaction with a cabinet brand, style and design features, as well as operational performance, also greatly influence satisfaction.
