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2008 Press Releases
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Armstrong Cabinets Ranks Highest in Customer Satisfaction by J.D. Power and Associates For Second Consecutive Year Armstrong Cabinets Scores 5 out of 5
DALLAS, July 24, 2008 – Armstrong Cabinet Products ranks highest overall among cabinet manufacturers in J.D. Power and Associates 2008 Cabinet Satisfaction StudySM for the second consecutive year, boasting even higher index score than last year’s ranking. Armstrong received the highest numerical score among cabinetry brands in the proprietary J.D. Power and Associates 2008 Cabinet Satisfaction Study which found that while aspects of cabinet design and performance are important to consumers, it is the ordering and delivery process that is key in determining customer satisfaction. According to President and CEO of Armstrong Cabinet Products Robert M. Cohen, the news from J.D. Power and Associates demonstrates the company’s continued commitment to put the customer first. “All of us at Armstrong Cabinets work diligently to provide exceptional service and quality products to our professional customers and to consumers. We're committed to maintaining our promise to deliver the quality and reliability they've come to expect from Armstrong,” he says. “We're driven by our customers' confidence in our product. All of our 1,200 Cabinet employees are honored to receive this prestigious tribute two years in a row.” The study measures customer satisfaction with cabinets based on evaluations in five factors (in order of importance): ordering and delivery (34%); price (20%); operational performance (19%); design features (15%); and warranty (12%). Respondents may have installed the cabinets themselves or with help from family and friends; hired an independent contractor or remodeler; used an installation service provided by a home improvement retailer; or used an installation service provided by the product manufacturer. Armstrong performed well across the board: ordering and delivery; price; operational performance; and warranty. According to J.D. Power and Associates, “Ease of the cabinetry ordering process, along with timeliness of product delivery and the condition of the cabinets upon arrival are aspects of a building or remodeling project that can make or break a customer’s timeline. If a construction delay occurs, it can mean additional expense and inconvenience for the customer—which have a strong negative impact on overall satisfaction with the cabinets.” The study also finds that while only 12 percent of customers report having a problem with their cabinet order, the frequency of problems varies widely between manufacturers. The top-ranked manufacturer (Armstrong) has an average problem rate of about five percent, while other manufacturers can have problem rates averaging as high as 19 percent. The most commonly reported problems by customers include cracking or warping of wood components; doors and drawers that do not fully close; and failure of joinery that results in doors and drawers coming apart. The 2008 Cabinet Satisfaction Study is based on responses from 1,273 consumers who purchased new cabinetry within the previous 12 months. The study was fielded between March and April 2008. Armstrong Cabinets is a U.S. leader in the manufacture and distribution of fine kitchen and bath cabinets. The business mix is entirely residential, with 70-percent in new construction and 30-percent in remodeling and home improvement. Through its nationwide system of company-owned and independent distribution centers, Armstrong Cabinets provides consumers, single-family builders, multi-family builders and remodelers a single source for design, fabrication and installation services. Armstrong Cabinet’s business strategy incorporates innovative product development to provide residential cabinetry and design services that best meet customer expectations for styling and value. According to Armstrong Cabinets Director of Marketing Kalpesh Nanji, Armstrong addresses the way Americans really want to
live by tackling real-life, day-to-day living challenges with cabinets that are stylish – and efficient – inside or outside
of the kitchen. Features such as Armstrong’s exclusive ChefCenter™ and KidZone™ cabinets as well as Elements™ storage accessories
provide innovative solutions for almost every room of the home, including the kitchen, mudroom, laundry, bathroom, media room
and home office. “From stacked wall cabinets to the refined lines of a breakfast bar with banquette, Armstrong Cabinets add
custom looks that complement any home’s style while offering storage solutions for organizing daily clutter and lifestyle
solutions that take cabinet design to a higher level of convenience,” he says. For more information, visit www.armstrong.com/cabinets or call 1-800-527-5903. About Armstrong
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