Appliance Satisfaction Remains High as Customers Focus on Reliability, J.D. Power Finds
Samsung Wins 9 and LG Wins 2 Segment Awards; Best Buy Ranks Highest among Appliance Retailers
During the past year, there were similar amounts of appliance shoppers needing new appliances because their existing ones failed, as there were customers needing to service their appliance but opted to purchase a new one, according to the J.D. Power 2021 U.S. Appliance Satisfaction Study,SM released today. With total price paid for appliances increasing from 2020, customers are valuing good price points, sales and brand reviews when selecting a new appliance.
“Since the uncertainty that came from 2020, we continue to see appliance customers prioritize performance and reliability over features, styling,” said Christina Cooley, home intelligence lead at J.D. Power. “Even if a customer’s existing appliance could be fixed, many were opting to purchase a new one that could better meet the current demands of everyone being home 24/7 and not wanting to worry about long-term dependability. Customers are taking their time—around 10 days—to research and decide what appliance is right for them.”
The Appliance Satisfaction Study measures customer satisfaction in 12 segments of major home appliances: cooktops; freestanding ranges; wall ovens; over-the-range microwaves; dishwashers; French door refrigerators; side-by-side refrigerators; top-mount freezer, two-door refrigerators; front-load clothes washers; top-load clothes washers; clothes dryers; and appliance retailers.
Samsung (896) ranks highest in customer satisfaction among cooktops, followed by LG (893) and GE (868).
LG (898) ranks highest in customer satisfaction among freestanding ranges, followed by Samsung (881).
Samsung (901) ranks highest in customer satisfaction among wall ovens. KitchenAid (889) and LG (889) rank second in a tie, followed by Whirlpool (881).
Samsung (892) ranks highest in customer satisfaction among over-the-range microwaves.
Samsung (882) ranks highest in customer satisfaction among dishwashers, followed by KitchenAid (881) and LG (877).
French Door Refrigerator
Samsung (880) ranks highest in customer satisfaction among French door refrigerators and is followed by LG (875).
Samsung (887) ranks highest in customer satisfaction among side-by-side refrigerators and is followed by LG (876).
Top-Mount Freezer, Two-Door Refrigerator
LG (871) ranks highest in customer satisfaction among top-mount freezer refrigerators and is followed by Samsung (865).
Front-Load Clothes Washer
Samsung (887) ranks highest in customer satisfaction among front-load washers.
Top-Load Clothes Washer
Samsung (878) ranks highest in customer satisfaction among top-load washers, followed by LG (863).
Samsung (886) ranks highest in customer satisfaction among clothes dryers, followed by Maytag (876).
Best Buy (865) ranks highest in customer satisfaction among appliance retailers, followed by The Home Depot (852).
The 2021 Appliance Satisfaction Study is based on 21,477 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from January through April 2021.
For more information about the J.D. Power Appliance Satisfaction Study,visit https://www.jdpower.com/business/home/appliance-satisfaction-study.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
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