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LBM Dealers: Are Your Customers as Loyal as You Think?

In a prior post, we explored the degree to which Builders and Contractors switch products or brands for several building material categories. Today, we will be further exploring this topic from the purview of our Lumberyard and Traditional One-Step dealer respondents.

Respondents were asked how often their customers switch from their intended products or brands due to factors like product availability, pricing, dealer recommendations, etc. Here’s a breakdown of the results:

Stacked bar chart of how often LBM dealer customers switched products in the last 12 months. Decking and railing lead: 5% frequently, 30% sometimes.
Share of LBM dealer customers who frequently or sometimes switched products in the last 12 months, by category. Source: Principia Voice of Customer Survey Data.

Decking and railing experience a slightly greater degree of product switching than other categories. However, while overall frequent switching is minimal (2-5%), product switching is a common occurrence across all categories (24-35%).

These statistics may change over time. As such, Principia will continue to monitor over time and share any trends in product switching that materialize.