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07-17-2008, 10:50 AM
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Customer Satisfaction Report
Industry News
J.D. Power and Assoc. Releases Cabinetry Customer Satisfaction Report ( June, 23 2008 ) WESTLAKE VILLAGE, CA — According to the 2008 Cabinet Satisfaction Study released June 19 from J.D. Power and Associates, a global marketing information services company, the ordering and delivery process is key in determining customer satisfaction with cabinets. The study measures customer satisfaction with cabinets based on evaluations in five factors (in order of importance): ordering and delivery (34%); price (20%); operational performance (19%); design features (15%); and warranty (12%). Respondents may have installed the cabinets themselves or with help from family and friends; hired an independent contractor or remodeler; used an installation service provided by a home improvement retailer; or used an installation service provided by the product manufacturer. Armstrong ranks highest in customer satisfaction with cabinets for a second consecutive year, followed by KraftMaid and Kitchen Craft Cabinetry, respectively. The 2008 Cabinet Satisfaction Study is based on responses from 1,273 consumers who purchased new cabinetry within the previous 12 months. The study was fielded between March and April 2008. 
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