J.D. Power: Satisfaction with appliance retailer websites hits new high

TROY—Satisfaction with appliance retailer websites is at an all-time high, according to the recently J.D. Power 2020 U.S. Appliance Retailer Satisfaction Study. The record website satisfaction is due to appearance and ease of navigation, a timely achievement given the COVID-19 pandemic.

“Appliance shoppers often start their research online,” said Christina Cooley, director of the @home practice at J.D. Power. “Shoppers who visit an appliance retailer’s website are more satisfied, more loyal and are better advocates for the retailer. Once in store, timely assistance and thorough explanation of product features help the retailer make the sale. Additionally, delivery and installation are last-chance opportunities to increase customer satisfaction. Retailers should take advantage of this crucial touchpoint to ensure questions and concerns are addressed.”

Best Buy ranked highest for a fourth consecutive year, with a score of 873, followed by Lowe’s with a score of 858.

The 2020 U.S. Appliance Retailer Satisfaction Study is based on responses from 1,926 customers who purchased appliances from a major appliance retailer in the past 12 months. The study was fielded in January 2020.

For more information about the U.S. Appliance Retailer Satisfaction Study, visit https://www.jdpower.com/business/home/appliance-retailer-satisfaction-study.

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