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High-Ranking Brands Differentiate with Key Performance Indicators to Drive Satisfaction

COSTA MESA, Calif.: 19 July 2016 — LG and Samsung rank highest in customer satisfaction in multiple laundry and kitchen appliance segments, according to the J.D. Power 2016 Kitchen Appliance Satisfaction StudySM and the J.D. Power 2016 Laundry Appliance Satisfaction Study,SM both released today.

According to the Home Improvement Research Institute, the market for major household appliances in 2016 is $23.9 billion, and is expected to reach $27.1 billion by 2020.

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,” said Greg Truex, senior director of the at-home practice at J.D. Power.

“With consumer expectations continually changing, appliance manufacturers must be proactive in product design and produce appliances that are durable, energy efficient and easy to use,” Truex added. “Manufacturers can further differentiate by providing unique and accessible product information that attracts consumers who research a brand prior to purchase. Customer satisfaction significantly rises as a result.”

Brand Rankings and Performance

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).

Following are some of the loyalty findings related to delighted customers:

  • More than two-thirds (67%) of delighted customers (overall satisfaction scores of 901 and above) say they “definitely will” repurchase the brand, compared with the study average of 30%.
  • Nearly three-fourths (73%) of delighted appliance customers say they “definitely will” recommend the brand to others, compared with the study average of 37%.
  • Delighted customers make an average of 6.1 recommendations to family and friends, compared with the study average of 4.0.

About the Studies

The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their 11th and 12th years, respectively, measure customer satisfaction in 11 segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; cooking appliances (cooktops, ranges and ovens are measured separately); over-the-range microwaves; and refrigerators (French-door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately).

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. The study was fielded in January through March 2016.

The 2016 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. The study was fielded in January through March 2016.

For additional information regarding J.D. Power solutions for the home improvement industry visit http://www.jdpower.com/industry/home-improvement.

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media.relations@jdpa.com