J.D. Power and Associates and McGraw-Hill Construction Reports:
Lennox Industries Inc. and Bradford White Rank Highest among HVAC and Water Heater/Boiler Manufacturers in Satisfying Subcontractors
Bradford White ranks highest among water heater and boiler manufacturers in satisfying subcontractors, according to the J.D. Power and Associates/McGraw-Hill Construction 2006 HVAC and Water Heater/Boiler Subcontractor Satisfaction StudySM released today.
The inaugural study focuses on how subcontractors evaluate and rate manufacturers of HVAC and water heater/boiler systems.
“Warranty and repair service play a particularly important role in customer satisfaction in these industries, due in part to the fact that both types of systems are complicated and need ongoing maintenance and replacement of parts,” said Burleigh Morton, senior director of research and analytics at McGraw-Hill Construction. “Understanding what is important to subcontractors is critical to success for these manufacturers. Fewer than one-fourth of subcontractors purchase products exclusively from one manufacturer, so problems will lead customers to seek out other substitutes for their current supplier.”
The order of importance of the seven factors contributing to subcontractor satisfaction with water heater/boiler manufacturers is: warranty and repair service (22%), ordering process (20%); credit/billing (13%); delivery (13%), price (12%); sales and marketing support (12%); and product (10%).
Bradford White ranks highest among water heater/boiler manufacturers, with the highest ratings in four factors: warranty and repair; ordering process; credit/billing and product. Bradford White is followed in the rankings by Rheem/Ruud.
“The study includes responses from 323 subcontractors evaluating water heater/boiler manufacturers.
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