Market research giant J.D. Power released the results of their 2024 Paint Satisfaction Study recently and for the second year in a row Sherwin-Williams topped the “overall customer satisfaction” rankings with a score of 872 out of a possible 1,000.
THE survey measures “key drivers” of satisfaction among paint consumers, nearly 7,000 of whom participated in the survey. Rounding out the top three overall paint brands were Behr and Benjamin Moore with scores of 867 and 865 respectively.
That order a repeat of the results from 2023.
In exterior paint it was Benjamin Moore who took the top spot pushing last year’s winner Behr, into the two-hole. Moore’s ascension dropping Sherwin-Williams to third, though Sherwin’s score of 713 was ten points below the segment’s average!
In interior paints the deck was shuffled with Sherwin, Behr and Moore finishing in that order, with each of THE brands scoring well above the segment average. A segment average which like cheap paint, gets weighted down by the crap at the bottom!
THE triumvirate setting the bar so high they were the only brands to score above the average in this mission critical segment.
In the exterior stain category it was Cabot and Rust-Oleum Benjamin Moore, the segment leader in last year’s survey. Moore’s score of 710 only slightly above the segment average—thanks to sub-700 scores from both Valspar and Olympic.
Those results leaving the product team at Benjamin Moore looking prescient with their recent rollout of Woodluxe!
Top retailer was Sherwin-Williams, who overtook both Ace Hardware and Benjamin Moore retailers to climb to the top spot. Likely to the consternation of #DanCalkins!
I question the relevance of data from any one year as the results can be impacted by factors J.D. Power never even considers such as age or location.
But view the J.D. Power data through the years, and trends emerge. Over the last decade that trend becoming the immutable truth of architectural coatings: of the national paint brands only Sherwin-Williams, Behr and Benjamin Moore have really convinced consumers of the quality of their brands.
Status Sherwin-Williams and Home Depot–Behr’s exclusive retailer–maintain by spending a combined $2.0 billion annually on marketing, more than the total revenue of Benjamin Moore.
Leaving Montvale only to make great paint to maintain their status on that list!
But the data says more than just that Benjamin Moore makes great paint, it also says that PPG does not, perhaps explaining the company’s recent announcement that they’re considering a divestment of their (est.) $1.8 billion architectural coatings portfolio.
Despite maintaining a national presence of stores and dealers across all 50 states PPG Paints and Pittsburgh Paints toil in anonymity, neither brand even receiving the requisite votes needed to be included with the survey.
Leaving other PPG brands jealous of that anonymity!
Because PPG brands Olympic and Glidden both rank below average for customer satisfaction in every segment they appear. Leaving PPG chief executive Tim Knavish little to brag about.
Though that doesn't seem stop him!
