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Appliance brands LG and Samsung rank highest in J.D. Power’s new 2016 kitchen and laundry appliance customer satisfaction surveys.
The Kitchen Appliance Satisfaction Study and the Laundry Appliance Satisfaction Study measure customer satisfaction in 11 appliance segments across six factors (in order of importance): performance and reliability; ease of use; features; styling/appearance; price; and warranty. Satisfaction is measured on a 1,000-point scale.
“High-performing brands continue to deliver on key performance measures of the customer experience such as performance and reliability, ease of use, features, and styling/appearance to drive satisfaction and loyalty,” Greg Truex, senior director of the at-home practice at J.D. Power, said in a statement announcing the findings.
According to Truex, consumer expectations are continually changing, so appliance manufacturers must be proactive in product design and produce appliances that are durable, energy efficient, and easy to use. “Manufacturers can further differentiate by providing unique and accessible product information that attracts consumers who research a brand prior to purchase,” he says. “Customer satisfaction significantly rises as a result.”
The 2016 Laundry Appliance Satisfaction Study is based on more than 6,450 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 12 months, while the Kitchen Appliance Satisfaction Study is based on more than 2,500 evaluations from customers who purchased dishwashers; more than 4,250 evaluations from customers who purchased cooking appliances; more than 2,500 evaluations from customers who purchased over-the-range microwaves; and more than 6,550 evaluations from customers who purchased refrigerators during the past 12 months.
Results
Samsung: Six Awards
Samsung ranks highest in all three laundry segments—front-load washer (857), top-load washer (845), and clothes dryer (857)—as well as highest in the dishwasher segment (837), freestanding range segment (841), and side-by-side refrigerator segment (826).
Samsung performs consistently at or near the top in all six factors and performs particularly well in styling/appearance.
LG: Two Awards
LG ranks highest in two kitchen appliance segments: over-the-range microwave (827) and top-mount-freezer refrigerator (809).
LG performs particularly well in ease of use, features, performance and reliability, and styling/appearance across both aforementioned segments. In the top-mount-freezer refrigerator segment, LG performs particularly well in all six factors; in the over-the-range microwave segment, LG performs particularly well in four factors.
Kitchen Appliance Satisfaction Study
Side-by-Side Refrigerators
Samsung (826) ranks highest in customer satisfaction with side-by-side refrigerators and performs particularly well in three factors: features, styling/appearance, and warranty. Samsung is followed in the rankings by LG (825), which performs particularly well in performance and reliability and price.
French Door Refrigerators
Electrolux (844) ranks highest in customer satisfaction with French door refrigerators, performing particularly well in two factors: price and warranty. Samsung (843) follows in the rankings and performs particularly well in performance and reliability and styling/appearance.
Top-Mount-Freezer Refrigerators
LG (809) ranks highest in customer satisfaction with top-mount freezer refrigerators and performs particularly well in all six factors. Following LG in the rankings is GE Appliances (776).
Dishwashers
Samsung (837) ranks highest in customer satisfaction with dishwashers and performs particularly well in ease of use, features, and styling/appearance. Samsung is followed by Maytag (828).
Freestanding Ranges
Samsung (841) ranks highest in customer satisfaction with freestanding ranges and performs particularly well in price and styling/appearance. Maytag (839) follows in the rankings and performs particularly well in performance and reliability.
Cooktops
Bosch (845) ranks highest in customer satisfaction with cooktops for a second consecutive year and performs particularly well in ease of use, features, performance and reliability, price, and warranty. LG (832) follows in the rankings and performs particularly well in styling/appearance.
Wall Ovens
Frigidaire (823) ranks highest in customer satisfaction with wall ovens and performs particularly well in ease of use and performance and reliability. Frigidaire is followed in the rankings by Bosch and Whirlpool in a tie (816 each).
Over-the-Range Microwaves
LG (827) ranks highest in customer satisfaction with over-the-range microwaves, performing particularly well in ease of use, features, performance and reliability, and styling/appearance. Samsung (822) follows in the rankings and performs particularly well in price.
Laundry Appliance Satisfaction Study
Top-Load Washers
Samsung (845) ranks highest in customer satisfaction with top-load washers for a second consecutive year, performing particularly well in all six factors. Samsung is followed in the rankings by LG (831).
Front-Load Washers
Samsung (857) ranks highest in customer satisfaction with front-load washers for a second consecutive year and performs particularly well in five factors: performance and reliability, ease of use, styling/ appearance, features, and price. Samsung is followed in the rankings by LG (835).
Clothes Dryers
Samsung (857) ranks highest in customer satisfaction with clothes dryers for a second consecutive year, performing particularly well in ease of use, performance and reliability, styling/appearance, features, and price. Following Samsung in the rankings is LG (846).
For additional information regarding J.D. Power solutions for the home improvement industry, visit jdpower.com/industry/home-improvement.
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