COSTA MESA, Calif.: 17 May 2017 — Vacuum manufacturers have achieved significant year-over-year improvements in customer satisfaction, according to the J.D. Power 2017 Vacuum Satisfaction StudySM released today. Overall satisfaction among upright vacuum customers increases to 816 (on a 1,000-point scale) from 802 in 2016 and, among canister vacuum customers, satisfaction increases to 811 from 787 in 2016.
“We’re seeing significant year-over-year satisfaction increases in performance, ease of use and features,” said Greg Truex, senior director of the at-home practice at J.D. Power. “Vacuum manufacturers are being proactive in designing products that meet the ever-changing expectations of consumers. The challenge for manufacturers lies in their commitment to maintain that business strategy and to be vigilant in identifying consumers’ expectations.”
Following are some of the findings of the 2017 study.
- Driving satisfaction: Overall satisfaction gains are driven by increases in performance; ease of use; and features for both upright and canister vacuums. By segment, performance satisfaction significantly increases for upright vacuums to 836 from 821 in 2016, and to 837 from 810 for canister vacuums. Ease of use satisfaction significantly increases for upright to 842 from 829 in 2016, and to 832 from 809 for canister. Features satisfaction significantly increases for upright to 814 from 788 in 2016 and to 810 from 781 for canister.
- Satisfaction drives loyalty: Among delighted customers (overall satisfaction scores of 900 and above), 75% say they “definitely will” repurchase the brand, compared with the study average of 36%. Additionally, 78% of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 41%.
- Delight equals recommendations: Among delighted customers, the average number of positive recommendations is 4.7, compared with the study average of 3.1.
Upright Vacuum Rankings
Shark (834) ranks highest in customer satisfaction among upright vacuum brands, performing particularly well in two of the six factors: ease of use and price. Dyson (832) ranks second, performing highest in performance and styling/appearance. Miele ranks third with 817.
Canister Vacuum Rankings
Dyson (844) ranks highest in customer satisfaction among canister vacuum brands, performing particularly well in four of the six factors: ease of use; features; styling/appearance; and warranty. Miele (837) ranks second, performing highest in performance. Shark ranks third with 822.
Stick Vacuum Rankings
Dyson (831) ranks highest in customer satisfaction among stick vacuum brands, performing particularly well in three of the six factors: ease of use; performance; and styling/appearance. Samsung and Shark (824 each) rank second in a tie. Samsung performs highest in features; price; and warranty. Electrolux ranks fourth with 823.
The 2017 Vacuum Satisfaction Study measures satisfaction with upright, canister and stick vacuums by examining six key factors of the experience (in alphabetical order): ease of use; features; performance; price; styling/appearance; and warranty. The study is based on responses from 6,965 customers who purchased an upright, canister or stick vacuum within the previous 12 months. The study was fielded in February-March 2017.
For more information about the J.D. Power Vacuum Satisfaction Study,visit http://www.jdpower.com/resource/us-vacuum-customer-satisfaction-study
See the online press release at http://www.jdpower.com/pr-id/2017059
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.
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