Benjamin Moore topped the exterior paint category, with a score of 858, followed by Sherwin-Williams (854), and Behr (848). Sherwin-Williams also ranked highest in the exterior stain segment (837), and the paint retailer category (855).
The 2019 study fielded 5,884 responses from customers who purchased and applied interior paint, exterior paint, and/or exterior stain in the past 12 months. In addition to customer satisfaction the study also looks at brand reputation, customer loyalty, product application, and customers’ paths to purchase.
J.D. Power found that Millennial and Gen Z customers are more likely to purchase paint online than older customers. It also found that satisfaction among online purchasers is higher than those who purchased their products in-store.
“Paint brands are challenged by the need to provide consultative experiences for in-store customers, while catering to the technologically reliant younger generations who want to buy paint online,” says Christina Cooley, director of the At-Home Practice at J.D. Power. “Channeling more resources into their websites—while maintaining current in-store experiences—will only help paint brands in the long run.