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Business & Labor
J.D.Power Ranks Subcontractor Satisfaction with Commercial
Windows and Doors
(jdpower.com - 09/01/06)
Milgard Windows & Doors ranks highest
among commercial window and door manufacturers in satisfying
subcontractors, according to the J.D. Power and Associates/McGraw-Hill
Construction 2006 Commercial Window and Door Subcontractor
Satisfaction StudySM released today.
CONTACT:
John Tews (East Coast)
(248) 267-6800
Syvetril Perryman (West Coast)
(805) 418-8103
The inaugural study is designed to provide
comprehensive information to assist window and door manufacturers
in their efforts to improve customer satisfaction. Overall
subcontractor satisfaction is based on performance in seven
factors. They are (in order of importance): warranty and repair
service (20%); product (18%); delivery (17%); sales and marketing
support (15%); placing orders (11%); credit/billing (10%);
and price (9%).
Milgard Windows & Doors receives
the highest ratings in all the factors except sales and marketing.
Milgard is followed in the rankings by Marvin, Pella and Andersen,
respectively.
“Milgard performs particularly
well in the warranty and repair factor, which is highly important
to subcontractors,” said Jim Howland, senior director
in the real estate industries practice at J.D. Power and Associates.
“An average of only 7 percent of subcontractors indicate
they purchase commercial windows and doors exclusively from
one manufacturer. When products offered by different manufacturers
are very similar, providing excellent warranties and customer
service become key differentiators.”
The study examined three types of potential
problem areas in the relationship subcontractors have with
their suppliers: timeliness (products arriving on time), order
accuracy and billing. The occurrence of problems in these
areas negatively impact overall satisfaction and, ultimately,
subcontractor loyalty and the bottom line. Nearly seven in
10 (69%) respondents report they received their products from
the manufacturer on time and as ordered.
“Understanding what is important
to different customers is critical to success in the competitive
windows and doors industry,” said Burleigh Morton, senior
director of research and analytics at McGraw-Hill Construction.
“When orders do not arrive on time, or commercial windows
or doors do not perform as expected, this reflects poorly
on not just the manufacturer in the eyes of the building client,
but also on the subcontractor.”
The 2006 Commercial Window and Door
Subcontractor Satisfaction Study is based on responses from
476 subcontractors. Each respondent could evaluate up to two
brands of commercial windows and doors.
J.D. Power and Associates and McGraw-Hill
Construction have also collaborated on three other related
studies: 2006 Residential Window and Patio Door Architect
Satisfaction Study, 2006 Residential Window and Patio Door
Builder and Remodeler Satisfaction Study, and the 2006 HVAC
and Water Heater/Boiler Subcontractor Satisfaction Study.
About J.D. Power and Associates
Headquartered in Westlake Village,
Calif., J.D. Power and Associates is an ISO 9001-registered
global marketing information services firm operating in key
business sectors including market research, forecasting, consulting,
training and customer satisfaction. The firm’s quality and
satisfaction measurements are based on responses from millions
of consumers annually. J.D. Power and Associates is a business
unit of The McGraw-Hill Companies.
About McGraw-Hill
Construction
McGraw-Hill Construction, part of The McGraw-Hill Companies
(NYSE: MHP), connects people, projects and products across
the design and construction industry. Backed by the power
ofDodge, Sweets, Engineering News-Record (ENR),
Architectural Record, and Regional Publications,
the Company provides information, intelligence, tools, applications
and resources to help customers grow their business. McGraw-Hill
Construction serves more than one million customers within
the $4.6 trillion global construction community. For more
information, visit www.construction.com
.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies
is a leading global information services provider meeting
worldwide needs in the financial services, education and business
information markets through leading brands such as Standard
& Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power
and Associates. The Corporation has more than 290 offices
in 38 countries. Sales in 2005 were $6.0 billion. Additional
information is available at http://www.mcgraw-hill.com.
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