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Top cabinetmakers don't shelve performance
By Times Staff Writer
Published June 30, 2007
Buyers are first attracted by the look and feel of cabinetry, but the key drivers of customer satisfaction are functionality and the order and delivery process, according to a new study by J.D. Power and Associates. The study evaluated operational performance, ordering and delivery, design features, price competitiveness, and warranty. The study was based on responses compiled in April and May from 842 customers. The top cabinet manufacturers, according to consumers' ranking on a scale of 1, 000 points: Armstrong, 796; Quality Cabinets, 794; American Woodmark, 788; Kitchen Craft Cabinetry, 783; KraftMaid Cabinetry, 762; Merillat, 755; Mill's Pride Cabinetry, 728. The industry average was 772 points. A separate survey in April and May queried 1, 416 builders and remodeling contractors. Their overall satisfaction was based on eight criteria: warranty and replacement service, delivery, product features, credit/billing, customer service and support, price, product installation and durability, and ordering process. The builders' top manufacturers, on a 1, 000-point scale: Aristokraft Cabinetry, 742; Mid Continent Cabinetry, 738; Quality Cabinets, 733; Merillat, 732; KraftMaid Cabinetry, 727; American Woodmark, 706. The industry average was 730 points.
[Last modified June 28, 2007, 13:50:08]
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