John Boyle Decorating Centers is proud to be apart of the Benjamin Moore family, as Benjamin Moore® has ranked #1 in customer satisfaction among exterior stains for the third year in a row, in addition to receiving the highest ranks for interior paints and paint retailers! The J.D. Power 2018 Paint Satisfaction StudySM study measures customer satisfaction in the $13 billion interior and exterior paint and stain consumer market. In the interior paint, exterior paint and exterior stain segments, satisfaction is measured across six factors application; durability; in-store color displays and printed materials; price; product offerings; and warranty/guarantee. In the paint retailer segment, satisfaction is measured across five factors merchandise; price; sales and promotions; staff and service; and store facility. Satisfaction is measured on a 1,000-point scale. The 2018 Paint Satisfaction Study is based on responses from 8,144 customers who purchased and applied
interior paint, exterior paint and/or exterior stain in the past 12 months. The study was fielded in March 2018.
Following are some of the key findings of the 2018 study:
• Sales associate engagement with customers is key: With 77% of customers purchasing paint/stain on their first visit, the study shows that closing a sale on the first visit increases satisfaction (835 vs. 831, respectively). Getting a salesperson to spend time talking with the customer about paint/stain qualities is essential. Only one-third of purchasers (33%) spoke with a sales associate at length about the products. Satisfaction is significantly higher among purchasers
who spoke with a sales associate at length rather than briefly or not at all (855 vs. 824, respectively).
• Satisfaction drives loyalty and advocacy: Among delighted customers (overall satisfaction scores of 901 and above), 76% say they “definitely will” repurchase the brand, compared with the study average of 46%. Additionally, 79% of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 47%.
Interior Paint Rankings
Benjamin Moore (853) ranks highest in customer satisfaction among interior paint brands and performs particularly well in the application; durability; product offerings; and warranty/guarantee factors.
Exterior Stain Rankings
Benjamin Moore Paint Stores (828) ranks highest in customer satisfaction among exterior stain brands, performing particularly well in the durability; offerings; price; and warranty/guarantee factors.
Paint Retailer Rankings
Benjamin Moore Paint Stores (859) ranks highest in customer satisfaction among paint retailers and performs particularly well in the staff and service; merchandise; and store facility factors.