J.D. Power: Despite Pandemic, Paint Customers Continued In-Store Shopping

Nearly 4 of 10 U.S. consumers (37%) have a current or planned home improvement project in the next three months as COVID-19 has not stopped shoppers from visiting paint retailers in person. 

According to the J.D. Power 2021 Paint Satisfaction Study, the proportion of in-store buyers is consistent with the pre-pandemic rate of 92%. 

Ninety-eight percent of paint and stain buyers say they felt safe and comfortable while shopping in the store.

“The effort put forth by paint retailers and staff to ensure the safety of their customers has undoubtedly paid off,” said Christina Cooley, director of the Home Intelligence practice at J.D. Power. “Though we’ve seen a slight increase with exterior paint and stain being purchased online, interior paint shoppers still heavily rely on the consultative in-store experience.”

Benjamin Moore ranks highest in the interior paint segment with a score of 863. BEHR (862) ranks second.

Sherwin-Williams ranks highest in the exterior paint segment with a score of 869. Benjamin Moore (858) ranks second and BEHR (853) ranks third.

Sherwin-Williams ranks highest in the exterior stain segment with a score of 850. Glidden (844) ranks second and Valspar (836) ranks third.

Sherwin-Williams ranks highest in the paint retailer segment with a score of 882. Benjamin Moore independent retailer (871) ranks second.

The 2021 Paint Satisfaction Study is based on responses from 5,804 customers who purchased and applied interior paint, exterior paint and/or exterior stain in the past 12 months. The study was fielded in January 2021.