Kitchen & Bath Business - October 2018 - 32

Great
Expectations

Research Roundup

APPLIANCES

BY CHELSIE BUTLER

CABINETS

To d a y 's d e s i g n p r o f e s s i o n a l s

83% overall satisfaction

90% overall satisfaction

demand a lot from their

59% prefer local/independent

69% prefer manufacturer

best-in-class suppliers
THE NATIONAL KITCHEN & BATH ASSOCIATION

(NKBA) released the results of its Supplier Expectations Study earlier this year to find out what
its members value most in their suppliers. Of
the 480 respondents polled, the main categories
were showrooms/dealers (187), independent design companies (124) and building/remodeling
companies (129).
Those surveyed purchase or specify products
offered by manufacturers/distributors and could
not be someone employed by a company that
manufactures or distributes home-improvement
products.The study evaluated appliances, cabinets
(highest satisfaction rate with a total of 96 percent), countertops (second-highest satisfaction
rate of 93 percent), faucets and fixtures, flooring
and lighting.

TOP DRIVERS (importance index):

TOP DRIVERS (importance index):

OPPORTUNITIES TO DIFFERENTIATE:

OPPORTUNITIES TO DIFFERENTIATE:

Responds to requests quickly (182), product quality/performance
(180), product arrives when scheduled (180)
Responds to requests quickly, resolves problems quickly, proactively alerts to issues/problems

COUNTERTOPS

32

Competitive pricing, proactively alerts to issues/problems

FAUCETS & FIXTURES

90% overall satisfaction

86% overall satisfaction

80% prefer local/independent

46% prefer national distributor

TOP DRIVERS (importance index):

TOP DRIVERS (importance index):

OPPORTUNITIES TO DIFFERENTIATE:

OPPORTUNITIES TO DIFFERENTIATE:

Accurate billing/invoicing (179), selection of styles/finishes (172),
up-to-date product info (172)
Ease of changing order

MAIN SUPPLIER EXPECTATIONS

Customer service, which includes helpful/knowledgeable staff, people who are friendly and personable and quick turnaround time, was ranked
highest as most important to the respondents in
identifying a favorite supplier and the main area
for improvement.
Design professionals value suppliers that can
provide effective problem resolution, quick response to requests and proactive alerts on impending issues. It's not beneficial for anyone - builder,
designer, dealer or client - to be in the dark if a
product is on backorder; it can hold up an entire
project to say the least.
Product selection is second on the list and includes good variety, available samples and items in
stock. Price/value; ease/convenience with things
like ordering; and billing and quality products/
brands, including condition on arrival, round out
the list of what qualities are most important and
those that need to be improved.
The study also found that personalized service
is much more appreciated versus self-service. Even
in this advent of technology, people still prefer
email over more automated platforms to solve
problems and keep the project flowing smoothly.
In terms of supplier types, respondents rely
most on manufacturers for cabinets, local distributors/fabricators for countertops and national
distributors for faucets and fixtures.


Product quality/performance (451), product arrives in good
condition/undamaged (288)

FLOORING

Accurate billing/invoicing (244), brands available (208), easy to
reach for problems (178)
Proactively provides education and training

LIGHTING

84% overall satisfaction

78% overall satisfaction

69% prefer local/independent

49% prefer local/independent

TOP DRIVERS (importance index):

TOP DRIVERS (importance index):

OPPORTUNITIES TO DIFFERENTIATE:

OPPORTUNITIES TO DIFFERENTIATE:

"Regardless of the price point of a product, first and
foremost the quality and value must be in sync to
foster potential sales."
- Susan Serra, Susan Serra Assoc.
& Scandinavian Made
"I value clear, concise and timely communication on
lead times, product specifications and pricing. We
have one supplier who is willing to take calls from
my installers to troubleshoot and solve in-field issues
that arise. I also appreciate that I can refer to a past
project with that supplier, and they can recall details
of the project and what products we used. That kind
of service and camaraderie separates average
suppliers from outstanding suppliers."
- Lou Salge, Four Seasons Design & Remodeling

"Relationship is the driving force, then comes quality
of product, price and customer service. We all say
we're a team, but that also has to include your trade
partners, and you have to be loyal to them too."
- Laura Eagan, Estrella Cabinetry and Design Center
"One huge consideration is suppliers that take your
order and money then tell you it's on BACKORDER.
There needs to be a lot more transparency from
suppliers if a product is going to be delayed, which
can affect so many aspects of my projects.
- Nar Bustamante, Nar Fine Carpentry
"I value dependability, which includes consistent
quality and delivery as promised. I also look for
brands that are evolving with current technology
and demand in my geographic area."
- Gloria Graham Sollecito, Artful Kitchens

Competitive pricing (257), products arrive when scheduled (166),
accurate billing/invoicing (161)
Competitive pricing

Products arrive in good condition/undamaged (170), easy to
reach for problems (162), resolves problems effectively (151)
Creative design ideas, easy to change order

Kitchen & Bath Business / OCTOBER 2018 / KBBONLINE.COM / The official publication of KBIS (KBIS.com)


http://www.KBBONLINE.COM http://www.KBIS.com

Kitchen & Bath Business - October 2018

Table of Contents for the Digital Edition of Kitchen & Bath Business - October 2018

Kitchen & Bath Business - October 2018
Contents
Editor’s Note
Show Director’s Note
Happenings
Trends
KBIS 2019 Preview
Universal Design
Research Roundup
Small Spaces
Balanced Budget
What's Hot
What's Cool
A Daring Collaboration
Vive la France
Check out the winners of our 2018 Product Innovator Awards
2018 Product Innovator Award Winners
Last Word
Kitchen & Bath Business - October 2018 - Kitchen & Bath Business - October 2018
Kitchen & Bath Business - October 2018 - Cover2
Kitchen & Bath Business - October 2018 - 1
Kitchen & Bath Business - October 2018 - Contents
Kitchen & Bath Business - October 2018 - 3
Kitchen & Bath Business - October 2018 - 4
Kitchen & Bath Business - October 2018 - 5
Kitchen & Bath Business - October 2018 - Editor’s Note
Kitchen & Bath Business - October 2018 - 7
Kitchen & Bath Business - October 2018 - Show Director’s Note
Kitchen & Bath Business - October 2018 - 9
Kitchen & Bath Business - October 2018 - Happenings
Kitchen & Bath Business - October 2018 - 11
Kitchen & Bath Business - October 2018 - 12
Kitchen & Bath Business - October 2018 - 13
Kitchen & Bath Business - October 2018 - Trends
Kitchen & Bath Business - October 2018 - 15
Kitchen & Bath Business - October 2018 - 16
Kitchen & Bath Business - October 2018 - 17
Kitchen & Bath Business - October 2018 - 18
Kitchen & Bath Business - October 2018 - KBIS 2019 Preview
Kitchen & Bath Business - October 2018 - 20
Kitchen & Bath Business - October 2018 - 21
Kitchen & Bath Business - October 2018 - 22
Kitchen & Bath Business - October 2018 - 23
Kitchen & Bath Business - October 2018 - 24
Kitchen & Bath Business - October 2018 - 25
Kitchen & Bath Business - October 2018 - 26
Kitchen & Bath Business - October 2018 - 27
Kitchen & Bath Business - October 2018 - 28
Kitchen & Bath Business - October 2018 - 29
Kitchen & Bath Business - October 2018 - Universal Design
Kitchen & Bath Business - October 2018 - 31
Kitchen & Bath Business - October 2018 - Research Roundup
Kitchen & Bath Business - October 2018 - 33
Kitchen & Bath Business - October 2018 - Small Spaces
Kitchen & Bath Business - October 2018 - 35
Kitchen & Bath Business - October 2018 - 36
Kitchen & Bath Business - October 2018 - 37
Kitchen & Bath Business - October 2018 - Balanced Budget
Kitchen & Bath Business - October 2018 - 39
Kitchen & Bath Business - October 2018 - What's Hot
Kitchen & Bath Business - October 2018 - 41
Kitchen & Bath Business - October 2018 - What's Cool
Kitchen & Bath Business - October 2018 - 43
Kitchen & Bath Business - October 2018 - 44
Kitchen & Bath Business - October 2018 - 45
Kitchen & Bath Business - October 2018 - A Daring Collaboration
Kitchen & Bath Business - October 2018 - 47
Kitchen & Bath Business - October 2018 - 48
Kitchen & Bath Business - October 2018 - 49
Kitchen & Bath Business - October 2018 - Vive la France
Kitchen & Bath Business - October 2018 - 51
Kitchen & Bath Business - October 2018 - 52
Kitchen & Bath Business - October 2018 - 53
Kitchen & Bath Business - October 2018 - 54
Kitchen & Bath Business - October 2018 - 2018 Product Innovator Award Winners
Kitchen & Bath Business - October 2018 - 56
Kitchen & Bath Business - October 2018 - 57
Kitchen & Bath Business - October 2018 - 58
Kitchen & Bath Business - October 2018 - 59
Kitchen & Bath Business - October 2018 - 60
Kitchen & Bath Business - October 2018 - 61
Kitchen & Bath Business - October 2018 - 62
Kitchen & Bath Business - October 2018 - 63
Kitchen & Bath Business - October 2018 - Last Word
Kitchen & Bath Business - October 2018 - Cover3
Kitchen & Bath Business - October 2018 - Cover4
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