WESTLAKE VILLAGE, CA – According to the J.D. Power and Associates 2011 U.S. Interior Paint Satisfaction StudySM, do-it-yourselfers are notably more satisfied with interior paint brands in 2011 compared with 2010.
The study, now in its fifth year, measures customer satisfaction among those who have purchased and applied interior paint during the past year. It examines six key factors of the painting experience: application, product offerings, durability, price, design guides, and warranty and guarantees.
Overall satisfaction with interior paint brands has increased considerably to an average of 770 on a 1,000-point scale in 2011 from 754 in 2010. Satisfaction has increased in five of the six factors included in the study – all except design guides. The most notable improvements have occurred in the warranty, product offerings, application and durability factors.
Benjamin Moore ranks highest in customer satisfaction with interior paint, with a score of 791. Following Benjamin Moore in the rankings are Porter (789) and Sherwin-Williams (778).
“The highest performing brands in the study also benefit from the highest levels of customer loyalty,” said Christina Cooley, Senior Manager of the Real Estate and Construction Industries Practice at J.D. Power and Associates. “Among customers of some of these brands, the proportion who say they definitely will purchase the brand of paint again averages as high as 50 percent, which is considerably greater than the industry average of 36 percent.”
The 2011 U.S. Interior Paint Satisfaction Study is based on responses from more than 8,900 customers who purchased and applied interior paint within the previous 12 months.
DIY Customers Are More Satisfied With Paint Brands
July 1, 2011