Date posted: 26th January 2019

Which? rates double glazing companies

Which? magazine asked thousands of double glazing customers to rate the company they used, including brands Anglian, Everest and Safestyle, as well as independent traders.  Their answers from 2,152 double glazing customers, reveal a big difference between the customer score for top and bottom-rated companies. They rated each company in October 2018 for a number of important factors:

  • Customer service
  • Quality of products and installation
  • Knowledge and helpfulness of staff
  • Mess made during the installation.

Which double glazing company is best?

The Which? survey shows that customers were more satisfied with the service offered by independents, more likely to recommend them to a friend and more frequently rated them as excellent.

The good news for independent glazing companies was that the overall score given to them was 84%, whilst the nationals came as much as 30% points lower. Safestyle fared best out of the three with 65%, Anglian came just behind it with 63%, while Everest came bottom with 54%.

The company ratings took both the buying and installation process into account. Which? asked its members about their experiences with the company they bought and got double glazing installed by in the last 10 years. The customer score was derived from a combination of asking customers how satisfied they were with a company and whether they would recommend it. They also asked them to rate a number of aspects of the sales and installation process – including clarity of documentation (contract etc) how well the installers communicated and after sales support. This was on a seven-point scale from very poor to excellent. 

The Which? Magazine reported

"As well as achieving a high customer score of 84%, the independents got a maximum of five stars for a number of factors, while none of the brands achieved five stars for anything.  For most other elements independents got four stars. The only element they were rated slightly less highly for - three stars - was complaints handling. None of the big-name brands achieved more than two stars for this measure. The vast majority of the double glazing owners we spoke to (83%) used an independent company. This includes independent double glazing companies local to them and independents not in their local area.  It may also include local builders and joiners, who you're more likely to use if you're having a home renovation, such as a new extension. Even though most customers answering our survey were happy with the experience of using independents, we can’t ensure that every independent company will deliver a good service. But this hopefully gives you a good gauge of how people felt, on average, about using independents."

Mark Pearce KJM's Managing Director said "These results come as no surprise to me, obviously independents are not always perfect, but customers like the fact that if they have problems, they can if need be, visit the trader to try and resolve them, as opposed to being routed through call centres" He continued "Warranty issues can arise during the ten year gurantee period and KJM like to repond to these, as good after-sales service will always result in a recommendation. We feel that our honest pricing policy, combined with excellent products and a good installation will always win the customer over to us as opposed to the hard-sell with big needless discounts"

The Which? magazine recommended that you know what questions to ask and what to push for, they listed the five most common.

  1. The company was slow in giving me any paper work about the purchase or product (e.g. quote, contract, product details, guarantee) 
  2. The company didn’t explain things very clearly when we bought the double glazing
  3. I don’t feel that the company sold me the best double glazing for my home
  4. I felt rushed to make a decision
  5. I didn’t get any product information 

Mark Pearce said "So the Which? magazine recommends that you make sure you understand everything you're being sold, that you get clear and detailed information and that you don't feel under pressure to make a purchase quickly. Never sign a contract on the day, ask for a full written quotation and look for customer recommendations" He continued "You do get what you pay for, but the national companies generally start with a vastly inflated price, so beware"

Editors Note: The KJM Group Ltd are Which? Trusted Traders    https://trustedtraders.which.co.uk/businesses/kjm-windows-and-conservatories/