Appliance Satisfaction Remains High as Customers Focus on Reliability, J.D. Power Finds
July 22 2021 - 8:00AM
Business Wire
Samsung Wins 9 and LG Wins 2 Segment
Awards; Best Buy Ranks Highest among Appliance Retailers
During the past year, there were similar amounts of appliance
shoppers needing new appliances because their existing ones failed,
as there were customers needing to service their appliance but
opted to purchase a new one, according to the J.D. Power 2021
Appliance Satisfaction Study,℠ released today. With total price
paid for appliances increasing from 2020, customers are valuing
good price points, sales and brand reviews when selecting a new
appliance.
“Since the uncertainty that came from 2020, we continue to see
appliance customers prioritize performance and reliability over
features, styling,” said Christina Cooley, home
intelligence lead at J.D. Power. “Even if a customer’s existing
appliance could be fixed, many were opting to purchase a new one
that could better meet the current demands of everyone being home
24/7 and not wanting to worry about long-term dependability.
Customers are taking their time—around 10 days—to research and
decide what appliance is right for them.”
The Appliance Satisfaction Study measures customer satisfaction
in 12 segments of major home appliances: cooktops; freestanding
ranges; wall ovens; over-the-range microwaves; dishwashers; French
door refrigerators; side-by-side refrigerators; top-mount freezer,
two-door refrigerators; front-load clothes washers; top-load
clothes washers; clothes dryers; and appliance retailers.
Study Rankings
Cooktop Samsung (896) ranks highest in customer
satisfaction among cooktops, followed by LG (893) and
GE (868).
Freestanding Range LG (898) ranks highest in customer
satisfaction among freestanding ranges, followed by Samsung
(881).
Wall Oven Samsung (901) ranks highest in customer
satisfaction among wall ovens. KitchenAid (889) and LG (889)
rank second in a tie, followed by Whirlpool (881).
Over-the-Range Microwave Samsung (892) ranks highest in
customer satisfaction among over-the-range microwaves.
Dishwasher Samsung (882) ranks highest in customer
satisfaction among dishwashers, followed by KitchenAid (881) and LG
(877).
French Door Refrigerator Samsung (880) ranks highest in
customer satisfaction among French door refrigerators and is
followed by LG (875).
Side-by-Side Refrigerator Samsung (887) ranks highest in
customer satisfaction among side-by-side refrigerators and is
followed by LG (876).
Top-Mount Freezer, Two-Door Refrigerator LG (871) ranks
highest in customer satisfaction among top-mount freezer
refrigerators and is followed by Samsung (865).
Front-Load Clothes Washer Samsung (887) ranks highest in
customer satisfaction among front-load washers.
Top-Load Clothes Washer Samsung (878) ranks highest in
customer satisfaction among top-load washers, followed by LG
(863).
Clothes Dryer Samsung (886) ranks highest in customer
satisfaction among clothes dryers, followed by Maytag
(876).
Appliance Retailer Best Buy (865) ranks highest in
customer satisfaction among appliance retailers, followed by The
Home Depot (852).
See the rank charts for each segment at
http://www.jdpower.com/pr-id/2021080.
The 2021 Appliance Satisfaction Study is based on 21,477
evaluations from customers who purchased home appliances during the
past 12 months. The study was fielded from January through April
2021.
For more information about the J.D. Power Appliance Satisfaction
Study, visit
https://www.jdpower.com/business/home/appliance-satisfaction-study.
About J.D. Power
J.D. Power is a global leader in consumer insights,
advisory services and data and analytics. A pioneer in the use of
big data, artificial intelligence (AI) and algorithmic modeling
capabilities to understand consumer behavior, J.D. Power has been
delivering incisive industry intelligence on customer interactions
with brands and products for more than 50 years. The world's
leading businesses across major industries rely on J.D. Power to
guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia
Pacific. To learn more about the company’s business offerings,
visit JDPower.com/business. The J.D. Power auto shopping tool can
be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules:
www.jdpower.com/business/about-us/press-release-info
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version on businesswire.com: https://www.businesswire.com/news/home/20210722005147/en/
Geno Effler, J.D. Power; West Coast; 714-621-6224;
media.relations@jdpa.com John Roderick; East Coast; 631-584-2200;
john@jroderick.com