COSTA MESA, Calif.: 18 Oct. 2016 — Ease of installation and usage are key contributors to overall satisfaction with remotely controlled—or smart—thermostats, a rapidly growing market, according to the inaugural J.D. Power 2016 Smart Thermostat Satisfaction Report,SM released today.
The primary benefit of smart thermostats is convenience—63% of customers indicate they adjust their thermostat remotely—followed by 53% indicating automated temperatures when not home, and saving money on monthly heating/air conditioning costs, with 51% citing this as a benefit.
While nearly two-thirds (64%) of customers installed the unit themselves vs. 36% who used a contractor/professional installer, the levels of overall satisfaction vary slightly between installation methods (873 among do-it-yourselfers vs. 883 among those using a contractor, on a 1,000-point scale). More than half (51%) of those who installed the smart thermostat themselves say it was easier than expected, while only 4% say it was more difficult than expected.
“Smart thermostat customers are taking a hands-on approach to researching, buying and installing a product that allows them to have, in effect, a hands-off experience,” said Jeff Conklin, vice president of utilities & infrastructure practice at J.D. Power. “The resulting satisfaction levels are promising, but manufacturers would be wise to focus on their customers’ ease of connectivity and the benefits of smart thermostats.”
Connectivity issues, while minimal, affect overall satisfaction. Among the 15% of customers having difficulty connecting their system to the internet and the 9% of those having difficulty connecting from their mobile app, overall satisfaction is 843. Among customers who indicate not experiencing any connectivity problems, overall satisfaction is 899.
The report also finds a high level of customer engagement before making a purchase. Nearly half (45%) of customers looked at consumer review websites, and 46% indicate those positive reviews were a reason they selected their smart thermostat.
Following are some of the loyalty findings related to delighted customers:
- More than 9 in 10 (94%) delighted smart thermostat customers (overall satisfaction scores above 900) say they “definitely will” recommend the brand to others, compared with the report average of 82%.
- More than half (55%) of delighted customers say they “definitely will” purchase other products/devices from the same brand, compared with the report average of 44%.
- Delighted customers make an average of 6.8 recommendations to family and friends, compared with the report average of 5.4.
- Emerson White-Rodgers ranks highest in overall customer satisfaction (885), performing particularly well in five of the 10 factors: ease of install/setup; reliability; energy efficiency; price paid; and internet connectivity.
- Honeywell ranks second (882), performing particularly well in effectiveness of heating/cooling and customer service.
- Nest ranks third (878), performing particularly well in ease of use; usefulness of app; and variety of features.
- Overall satisfaction among smart thermostat customers is 877.
About the Report
The 2016 Smart Thermostat Satisfaction Report measures overall customer satisfaction with smart thermostat brands among those who purchased a smart thermostat system within the past 12 months. Satisfaction is examined across 10 factors (listed in order of importance): ease of use; ease of install/setup; reliability; energy efficiency; price paid; effectiveness of heating/cooling; internet connectivity; usefulness of app; variety of features; and customer service. Satisfaction is calculated on a 1,000-point scale.
The report is based on responses from 2,509 customers and was fielded in September 2016.
Media Relations Contact
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
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