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Paint Satisfaction

J.D. Power Releases 2022 U.S. Paint Satisfaction Study

J.D. Power’s 2022 U.S. Paint Satisfaction StudySM has recently been released, providing insight into the satisfaction of customers who have purchased and applied interior paint, exterior paint and exterior stain in the past year. The study revealed that 49 percent of interior and 47 percent of exterior paint shoppers physically went to a store to research before purchasing paint, reaffirming the need for knowledgeable staff and impeccable customer service in independent stores.

“With the do-it-yourself trend continuing, there’s a huge opportunity for retailers and brands to partner and focus on training salespeople, despite the challenges of high turnover and supply chain issues,” says Christina Cooley, director of the home and retail intelligence practice at J.D. Power. “The best way retailers and paint brands can meet the needs of paint shoppers who rely on in-store guidance and support during their purchase is to differentiate themselves through their staff and the experience they provide.”

The study ranks overall customer satisfaction for various brands on a 1,000-point scale in four different categories. See the highlights of the study below:

Interior Paint Overall Customer Satisfaction Index Ranking

  1. Benjamin Moore: 878
  2. Sherwin-Williams: 873
  3. BEHR: 867

Exterior Paint Overall Customer Satisfaction Index Ranking

  1. Sherwin-Williams: 863
  2. BEHR: 862
  3. Valspar 851

Exterior Stain Overall Customer Satisfaction Index Ranking

  1. Sherwin-Williams: 849
  2. BEHR: 845
  3. Benjamin Moore: 843

Paint Retailer Overall Customer Satisfaction Index Ranking

  1. Benjamin Moore independent retailer: 881
  2. Ace Hardware: 872
  3. Sherwin-Williams Paint Store: 872

Learn how to utilize QR codes to improve your customer service here and discover five customer service tips to grow sales here.

 

About Carly Froderman

Carly joined the NHPA staff in 2021 as an associate editor. Born and raised in Indiana, Carly earned a B.A. in English from Indiana University Bloomington. She enjoys reading, hiking, and cheering on the Indiana Hoosiers.

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