Survey results show that the operational performance of cabinets, which includes smoothness of drawer slides and sturdiness of cabinet joinery, now ranks as high as ordering and delivery in J.D. Power and Associates’ annual Kitchen Cabinet Satisfaction Study.
The marketing information services company's study assesses customer satisfaction by measuring five factors: ordering and delivery, price, design features, operational performance, and warranty, and is based on responses from more than 1,800 customers who purchased kitchen cabinets within the previous 12 months. The study was fielded in January and February 2013.
Thomasville ranks highest in overall customer satisfaction for the first time in the study’s six-year history, with KraftMaid coming in second, and Ikea and Merillat tying for third place.
Other key findings:
- On average, customers spent approximately $4,160 on new kitchen cabinets, down by 4.8% from 2012.
- More customers recognize their cabinets as being certified by a green accreditation program than in 2012 — 16% in 2013 versus 6% in 2012.
- Of survey respondents, 63% indicated that they hired a professional to install their cabinets; 37% were installed by the homeowners themselves.
Brand Commitment
Cabinet customers are less likely to commit to a specific brand for future purchases and recommendations, with 17% saying that they “definitely will” repurchase their brand versus 27% in 2012. The most influential sources when shopping for cabinets are the distributor’s in-store display (24%) and recommendations from professionals (16%).
