Those Who Purchase Appliances Based on Price Are Less Satisfied and Less Loyal, J.D. Power Finds
2024年7月18日 - 9:00PM
ビジネスワイヤ(英語)
Samsung Ranks Highest in 10 Segments;
Costco and KitchenAid Rank Highest in One Segment Each
People who purchase a new appliance primarily because of the
price are far less satisfied than those who purchase for long-term
benefits such as energy savings or a product guarantee/warranty,
according to the J.D. Power 2024 U.S. Appliance Satisfaction
Study,SM released today. Those who purchased for short-term savings
because of a sale have an overall satisfaction of 714 (on a
1,000-point scale) and those who purchased because the product was
environmentally friendly or had a warranty or guarantee have an
overall satisfaction of 777 and 770, respectively. Additionally,
only 38% of those who purchased for price say they “definitely
will” purchase the same brand again compared to 56% for those who
purchased because the appliance was environmentally friendly.
“Buying a home appliance based on price is similar to purchasing
a plane ticket,” said Michael Taylor, senior managing director
of retail intelligence practice at J.D. Power. “When people
purchase on a discount or at low-end prices, it does not guarantee
high satisfaction. Saving a buck on a durable good purchase today
often comes at the expense of long-term satisfaction when buying a
home appliance.”
The 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.
Study Rankings
Cooktop
Samsung (745) ranks highest in customer satisfaction
among cooktops. Whirlpool (740) ranks second, followed by
LG (723).
Freestanding Range
Samsung (722) ranks highest in customer satisfaction among
freestanding ranges. The segment average is 698.
Wall Oven
Samsung (785) ranks highest in customer satisfaction among wall
ovens. KitchenAid and Whirlpool rank second in a tie with a
score of 744.
Over-the-Range Microwave
Samsung (729) ranks highest in customer satisfaction among
over-the-range microwaves. LG (726) ranks second and KitchenAid
(724) ranks third.
Dishwasher
KitchenAid (738) ranks highest in customer satisfaction among
dishwashers, followed by Samsung (736) and Bosch (719).
French Door Refrigerator
Samsung (753) ranks highest in customer satisfaction among
French door refrigerators, followed by Whirlpool (720).
Side-by-Side Refrigerator
Samsung (762) ranks highest in customer satisfaction among
side-by-side refrigerators. LG (727) ranks second and GE
(714) ranks third.
Top-Mount Freezer, Two-Door Refrigerator
Samsung (762) ranks highest in customer satisfaction among
top-mount freezer refrigerators, followed by LG (703).
Front-Load Clothes Washer
Samsung (753) ranks highest in customer satisfaction among
front-load washers. Maytag (751) ranks second and Whirlpool
(735) ranks third.
Top-Load Clothes Washer
Samsung (723) ranks highest in customer satisfaction among
top-load washers, followed by LG (717).
Clothes Dryer
Samsung (732) ranks highest in customer satisfaction among
clothes dryers, followed by LG (721).
Appliance Retailer
Costco (718) ranks highest in customer satisfaction among
appliance retailers, followed by The Home Depot (716) and
P.C. Richard & Son (709).
See the charts for each segment at
http://www.jdpower.com/pr-id/2024069.
The 2024 Appliance Satisfaction Study is based on 15,917
evaluations from customers who purchased home appliances during the
past 12 months. The study was fielded from January through March
2024.
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 55 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.
About J.D. Power and Advertising/Promotional Rules:
www.jdpower.com/business/about-us/press-release-info
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240718710108/en/
Media Relations Geno Effler, J.D. Power; West Coast;
714-621-6224; media.relations@jdpa.com John Roderick; East Coast;
631-584-2200; john@jroderick.com