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2009 Kitchen and Laundry Appliances Study

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Kitchen Appliances
The 2009 Kitchen Appliances Study measures customer satisfaction in three segments of kitchen appliances: dishwashers; refrigerators; and cooktops/ranges/ovens. Customer satisfaction is measured based on performance in six factors:

  • operational performance (including how well the appliance functions, noise level and energy efficiency)
  • operational features (such as the number of settings available and appliance capacity)
  • ease of use
  • styling and feel
  • price
  • warranty

Highlights of the 2009 Kitchen Appliances Study include:

Refrigerators
For a fifth consecutive year, Samsung ranks highest in satisfying customers with refrigerators. Samsung (822) performs particularly well in three of six factors: operational performance; operational features; and styling and feel. Whirlpool Gold follows Samsung in the rankings with a score of 815 and performs particularly well in the ease of use and price factors. LG (807) ranks third and performs particularly well in the warranty factor.

Dishwashers
Kenmore Elite ranks highest in customer satisfaction with dishwashers with a score of 810. Kenmore Elite ranks highest in two of six factors: ease of use and features. Bosch (802) and LG (799) follow Kenmore Elite in the rankings. Bosch performs particularly well in the operational performance factor, while LG performs particularly well in the warranty factor.

Cooktops/Ranges/Ovens
Among manufacturers of cooktops, ranges, and ovens, LG ranks highest with a score of 806, and performs particularly well in three of six factors: operational performance; styling and feel; and warranty. Following LG in the rankings are Frigidaire (801) and Kenmore Elite (800). Frigidaire ranks highest in the ease of use and price factors, while Kenmore Elite ranks highest in the features factor.

About the Studies
The 2009 Kitchen Appliances Study is based on responses from 3,387 consumers who purchased dishwashers, 4,067 consumers who purchased cooktops/ranges/ovens and 4,247 consumers who purchased refrigerators through a retail store or their new-home builder, or received one through other means (such as a gift) during the previous 24 months. The 2009 Laundry Appliances Study is based on responses from more than 4,000 consumers who purchased clothes washers and more than 3,800 consumers who purchased clothes dryers from a retail store, their new-home builder, or received one through other means (such as a gift) during the past 24 months. Both studies were fielded between March and April 2009.

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