Paint companies ranked
The J.D. Power 2018 Paint Satisfaction Study recognized some of the biggest names in paint on a 1,000-point scale. Among them: Benjamin Moore, Behr and Valspar. And in the retailer rankings. Sherwin Williams and Menards were in the top three.
Benjamin Moore (853) ranks highest in customer satisfaction among interior paint brands and performs particularly well in the application; durability; product offerings; and warranty/guarantee factors. BEHR (851) ranks second, performing highest in the in-store color displays and printed materials factor. Valspar (848) ranks third.
The study also released insights on satisfaction in the paint aisle.
Sales associate engagement with customers is key, according to J.D. Power. With 77% of customers purchasing paint/stain on their first visit, the study shows that closing a sale on the first visit increases satisfaction (835 vs. 831, respectively). Getting a salesperson to spend time talking with the customer about paint/stain qualities is essential. Only one-third of purchasers (33%) spoke with a sales associate at length about the products. Satisfaction is significantly higher among purchasers who spoke with a sales associate at length rather than briefly or not at all (855 vs. 824, respectively).
Also, the study reports that satisfaction drives loyalty and advocacy: Among delighted customers (overall satisfaction scores of 901 and above), 76% say they “definitely will” repurchase the brand, compared with the study average of 46%. Additionally, 79% of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 47%.
And the leaders by category were:
Sherwin-Williams (857) ranks highest in customer satisfaction among exterior paint brands, performing particularly well in the application; in-store color displays and printed materials; and product offerings factors. Benjamin Moore (854) ranks second, performing highest in the durability and warranty/guarantee factors. Pittsburgh (852) ranks third.
Benjamin Moore (828) ranks highest in customer satisfaction among exterior stain brands, performing particularly well in the durability; offerings; price; and warranty/guarantee factors. Sherwin-Williams (826) ranks second, performing highest in application; in-store color displays and printed materials; and product offerings factors. BEHR (816) ranks third.
Benjamin Moore Paint Stores (859) ranks highest in customer satisfaction among paint retailers and performs particularly well in the staff and service; merchandise; and store facility factors. Sherwin-Williams (850) ranks second. Menards (843) ranks third, performing highest in price and sales and promotions.
The complete ranking and charts can be found here.
J.D. Power estimate the size of the interior and exterior paint and stain consumer market at $13 billion.
Satisfaction was measured across six factors: application; durability; in-store color displays and printed materials; price; product offerings; and warranty/guarantee.
In the paint retailer segment, satisfaction was measured across five factors: merchandise; price; sales and promotions; staff and service; and store facility.
Benjamin Moore (853) ranks highest in customer satisfaction among interior paint brands and performs particularly well in the application; durability; product offerings; and warranty/guarantee factors. BEHR (851) ranks second, performing highest in the in-store color displays and printed materials factor. Valspar (848) ranks third.
The study also released insights on satisfaction in the paint aisle.
Sales associate engagement with customers is key, according to J.D. Power. With 77% of customers purchasing paint/stain on their first visit, the study shows that closing a sale on the first visit increases satisfaction (835 vs. 831, respectively). Getting a salesperson to spend time talking with the customer about paint/stain qualities is essential. Only one-third of purchasers (33%) spoke with a sales associate at length about the products. Satisfaction is significantly higher among purchasers who spoke with a sales associate at length rather than briefly or not at all (855 vs. 824, respectively).
Also, the study reports that satisfaction drives loyalty and advocacy: Among delighted customers (overall satisfaction scores of 901 and above), 76% say they “definitely will” repurchase the brand, compared with the study average of 46%. Additionally, 79% of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 47%.
And the leaders by category were:
- Exterior Paint Rankings
Sherwin-Williams (857) ranks highest in customer satisfaction among exterior paint brands, performing particularly well in the application; in-store color displays and printed materials; and product offerings factors. Benjamin Moore (854) ranks second, performing highest in the durability and warranty/guarantee factors. Pittsburgh (852) ranks third.
- Exterior Stain Rankings
Benjamin Moore (828) ranks highest in customer satisfaction among exterior stain brands, performing particularly well in the durability; offerings; price; and warranty/guarantee factors. Sherwin-Williams (826) ranks second, performing highest in application; in-store color displays and printed materials; and product offerings factors. BEHR (816) ranks third.
- Paint Retailer Rankings
Benjamin Moore Paint Stores (859) ranks highest in customer satisfaction among paint retailers and performs particularly well in the staff and service; merchandise; and store facility factors. Sherwin-Williams (850) ranks second. Menards (843) ranks third, performing highest in price and sales and promotions.
The complete ranking and charts can be found here.
J.D. Power estimate the size of the interior and exterior paint and stain consumer market at $13 billion.
Satisfaction was measured across six factors: application; durability; in-store color displays and printed materials; price; product offerings; and warranty/guarantee.
In the paint retailer segment, satisfaction was measured across five factors: merchandise; price; sales and promotions; staff and service; and store facility.