VALLEY FORGE, PA — In the J.D. Power and Associates 2000 Syndicated New Home Builder Customer Satisfaction Study, building products manufacturer CertainTeed Corp. examined the role certain building materials played in determining customer satisfaction.
“We wanted to understand specifically quality of workmanship and materials issues in the heating and air conditioning; window and door; exterior walls, trim and paint; and roofing areas,” explained Glenn Singer, manager of customer programs for CertainTeed. “What we learned in six of the top markets examined — including Las Vegas, Phoenix, Houston, Dallas, Chicago, and Washington, DC — is that quality of workmanship and materials mentioned above account for nearly one-third (30%) of satisfaction, or 8% of total satisfaction.”