Pristine? Vacuum Customer Satisfaction Improves Again, J.D. Power Finds
Shark, Dyson and Miele Rank Highest in Respective Segments
COSTA MESA, Calif.: 27 June 2018 — Vacuum manufacturers continue to achieve significant year-over-year improvements in customer satisfaction, according to the J.D. Power 2018 Vacuum Satisfaction Study.SM Overall satisfaction among upright vacuum customers increases to 832 (on a 1,000-point scale) from 816 in 2017; among canister vacuum customers, satisfaction increases to 826 from 811 in 2017; and among stick vacuum customers, satisfaction increases to 820 from 807 in 2017.
Following are some key findings of the 2018 study:
- Driving satisfaction: Overall satisfaction gains are driven by increases in performance and features for all vacuum segments. By segment, performance satisfaction significantly increases for upright vacuums to 849 from 836 in 2017; to 849 from 837 for canister vacuums; and to 824 from 810 for stick vacuums. Features satisfaction significantly increases for upright to 831 from 814 in 2017; to 823 from 810 for canister; and to 795 from 776 for stick vacuums.
- Satisfaction drives loyalty: Among delighted customers (overall satisfaction scores of 900 and above), 61% say they “definitely will” repurchase the brand, compared with the study average of 31%. Additionally, 75% of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 43%.
- Delight equals recommendations: Among delighted customers, the average number of positive recommendations is 4.1, compared with the study average of 2.7.
Upright Vacuum Ranking
Shark (857) ranks highest in customer satisfaction among upright vacuum brands, performing particularly well in three of the five factors: ease of use, performance, and price. Dyson (844) ranks second, performing highest in features and warranty. Bissell ranks third with 814.
Canister Vacuum Ranking
Miele (853) ranks highest in customer satisfaction among canister vacuum brands, performing particularly well in two of the five factors: ease of use and performance. Electrolux (848) ranks second, performing highest in features. Shark ranks third with 846.
Stick Vacuum Ranking
Dyson (835) ranks highest in customer satisfaction among stick vacuum brands, performing particularly well in four of the five factors: ease of use; features; performance; and warranty. Shark (826) ranks second and Bissell (801) ranks third.
The 2018 Vacuum Satisfaction Study measures satisfaction with upright, canister and stick vacuums by examining five key factors of the experience (in alphabetical order): ease of use; features; performance; price; and warranty. The study is based on responses from 7,933 customers who purchased an upright, canister or stick vacuum within the previous 12 months. The study was fielded in March-April 2018.
For more information about the J.D. Power Vacuum Satisfaction Study,visit http://www.jdpower.com/business/resource/us-vacuum-customer-satisfaction-study.
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. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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