Volume 41, Issue 10 - October 2006


Door and Window Customer Satisfaction Survey Results Released
Milgard Windows and Doors of Tacoma, Wash., earned top honors among commercial window and door manufacturers when it comes to satisfying subcontractors, according to the J.D. Power and Associates/McGraw-Hill Construction 2006 Commercial Window and Door Subcontractor Satisfaction Study. 

The inaugural study was designed to provide comprehensive information to assist window and door manufacturers in their efforts to improve customer satisfaction and was based on responses from 476 subcontractors. Each respondent could evaluate up to two brands of commercial doors and windows. Overall subcontractor satisfaction was based on performance in seven factors: warranty and repair service, product, delivery, sales and marketing support, placing orders, credit/billing and price. 

Milgard Windows and Doors received the highest ratings in all the factors except sales and marketing. 

“Milgard performs particularly well in the warranty and repair factor, which is highly important to subcontractors,” said Jim Howland, senior director in the real estate industries practice at J.D. Power and Associates. “An average of only 7 percent of subcontractors indicated they purchase commercial windows and doors exclusively from one manufacturer. When products offered by different manufacturers are very similar, providing excellent warranties and customer service become key differentiators.”

The study examined three types of potential problem areas in the relationship subcontractors have with their suppliers: timeliness, order accuracy and billing. The occurrence of problems in these areas negatively impacted overall satisfaction and, ultimately, subcontractor loyalty and the bottom line. Nearly seven in 10 (69 percent) respondents reported they received their products from the manufacturer on time and as ordered.

“Understanding what is important to different customers is critical to success in the competitive windows and doors industry,” said Burleigh Morton, senior director of research and analytics at McGraw-Hill Construction. “When orders do not arrive on time, or commercial windows or doors do not perform as expected, this reflects poorly on not just the manufacturer in the eyes of the building client, but also on the subcontractor.”

Arch Aluminum and Glass Opens Salt Lake City Facility
Arch Aluminum and Glass of Tamarac, Fla., has opened a new 85,000-square-foot facility in Salt Lake City. According to information from the company, the full service operation will feature all of the capabilities of an Arch “True Single Source” facility including tempering, insulating, storefront, distributing, decorative and soft-coat glass products. 

“We are excited to offer the customer base in Salt Lake City an option to get all of their needs at one place,” commented Leon Silverstein, president and chief executive officer of Arch. 

Frank Lowe Names New Sales Representative
Frank Lowe Rubber and Gasket Co. Inc. of Farmingdale, N.Y., has announced that JRT Sales Inc. will represent the company in Eastern Canada.

“With JRT’s industry experience … and customer service orientation, we are confident they will be an asset to our customers and to our organization alike,” said Randy Cohen, vice president of sales and marketing. 

PGC Unveils New Website
The Protective Glazing Council (PGC) has unveiled its new website design at www.protectiveglazing.org, which features free downloadable resources and information on the protective glazing industry, standards and test methods and association members.

DuPont Launches Website on Hurricane-Resistant Construction 
DuPont, of Wilmington, Del., and several partners in the building industry, have launched an interactive online help center, which offers information about hurricane-related building materials and code requirements. Accessible at www.hurricaneconstruction.net, the site includes virtual forums and discussion groups on topics such as hurricane- and flood-resistant buildings and up-to-date, state-specific building code information. 

“DuPont’s participation in the Hurricane-Resistant Construction Project is unique because it demonstrates our commitment to educating homebuilders and code officials on best practices to protect the complete structure, not just individual structural elements,” said Jeff Granato, global marketing manager for DuPont Building Innovations.

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