Pratt & Lambert, a Sherwin-Williams Company brand, scored the highest rank in consumer satisfaction with interior paint in a J.D. Power and Associates study, with a tally of 788 on a 1,000 point scale.
Close behind in the rankings were products from Benjamin Moore & Co., with a score of 784, and Dunn-Edwards Corp., with a 781. The results of the J.D. Power and Associates 2010 U.S. Interior Paint Satisfaction Study were issued last week.
The study’s results can be viewed at www.jdpower.com/homes/ratings/interior-paint-ratings.
J.D. Power said the study, now in its fourth year, measures customer satisfaction among those who have purchased and applied interior paint during the past year. The study examines five key factors of the “painting experience”: application; offerings (including variety of colors and finishes); durability; price; and warranty/guarantee.
“With many consumers embarking on do-it-yourself painting projects as a low-cost method of home improvement, a customer’s experience with interior paint application is critical to their overall satisfaction with the paint brand,” J.D. Power said.
Pratt & Lambert, included in the study for the first time in 2010, was reported to do particularly well in two areas: application and warranty/guarantee. Benjamin Moore performs particularly well in the offerings factor, while Dunn-Edwards stood out in the durability factor, J.D. Power said.
The study found that application was cited as the most important factor contributing to overall satisfaction with interior paint. This is not unexpected, J.D. Power said, considering that 87% of customers applied the paint themselves. Paint application was judged based on ease of application, level of fumes, spatter and drip resistance, and adequacy of coverage.
“Many consumers want to save money by doing painting projects themselves and of course, they want to be able to do the job well and see the completed project as what they’ve envisioned,” said Christina Cooley, senior manager of the real estate and construction industries practice at J.D. Power.
The study found that overall, approximately one-fifth of customers report experiencing problems with their interior paint, with paint drips and runs during application cited most commonly. Also in the new study, a greater percentage of customers (55%) report having received painting advice while shopping for and purchasing interior paint, compared to the study’s findings in 2009 (48%). Among customers who received application advice, only 17% experienced problems with their paint. In comparison, 22% of customers who did not receive advice experienced problems.
The 2010 U.S. Interior Paint Satisfaction Study is based on responses from more than 9,800 customers who purchased and applied interior paint within the previous 12 months. The study was fielded between March and April
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence, and customer satisfaction.
More information: www.JDPower.com.