Appliance industry needs more online engagement with consumers: J.D. Power

TROY—Whether it be on Facebook, Instagram, YouTube or online retailer websites, kitchen and laundry appliance manufacturers must stay connected to their customer base online, according to the J.D. Power 2020 Kitchen and Laundry Appliance Satisfaction Studies.

“Unsatisfied kitchen and laundry appliance customers have a tendency to be more vocal about their experiences, especially online, than those who are satisfied,” said Christina Cooley, At Home intelligence lead at J.D. Power. “It is imperative that manufacturers are creating an ecosystem for their customers where shoppers and purchasers can access educational video tutorials and customer testimonials to offset the negative reviews online shoppers are seeing. The more customers are educated on product features, the easier it will be for them to use the products effectively and efficiently, therefore increasing satisfaction.”

The Kitchen Appliance Satisfaction Study and the Laundry Appliance Satisfaction Study, now in their 15th and 16th years, respectively, measure customer satisfaction in 11 segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; cooking appliances (cooktops, freestanding ranges, over-the-range microwaves, and wall ovens are measured separately); and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer two-door refrigerators are measured separately).

Kitchen Appliance Satisfaction Study

Dishwashers
Samsung (878) ranked highest in customer satisfaction among dishwashers, followed by Bosch (872) and LG (869).

Over-the-Range Microwaves
Samsung (863) ranked highest in customer satisfaction among over-the-range microwaves. LG (861) ranked second and Kenmore (860) ranks third.

Freestanding Ranges
Samsung (879) ranked highest in customer satisfaction among freestanding ranges, followed by Frigidaire (866).

Cooktops
LG (877) ranked highest in customer satisfaction among cooktops, followed by GE Appliances (864) and Frigidaire (860).

Wall Ovens
LG (892) ranked highest in customer satisfaction among wall ovens, followed by Samsung (887) and Bosch (876).

French Door Refrigerators
Samsung (884) ranked highest in customer satisfaction among French door refrigerators and is followed by LG (875).

Side-by-Side Refrigerators
LG (867) ranked highest in customer satisfaction among side-by-side refrigerators and is followed by Samsung (866) and Whirlpool (854).

Top-Mount Freezer, Two-Door Refrigerators
Samsung (859) ranked highest in customer satisfaction among top-mount freezer refrigerators and is followed by LG (842).

Laundry Appliance Satisfaction Study

Front-Load Washers
Samsung and Whirlpool (883) ranked highest in a tie in customer satisfaction among front-load washers.

Top-Load Washers
Samsung (872) ranked highest in customer satisfaction among top-load washers, followed by LG (850).

Clothes Dryers
Samsung (879) ranked highest in customer satisfaction among clothes dryers, followed by LG (867).

See the rank charts for each segment at http://www.jdpower.com/pr-id/2020085.

The 2020 Kitchen Appliance Satisfaction Study is based on 1,459 evaluations from customers who purchased cooktops; 1,518 evaluations from customers who purchased freestanding ranges; 1,301 evaluations from customers who purchased over-the-range microwaves; 1,347 evaluations from customers who purchased wall ovens; 1,482 evaluations from customers who purchased dishwashers; and 4,172 evaluations from customers who purchased refrigerators during the past 12 months. The study was fielded from January through April 2020.

The 2020 Laundry Appliance Satisfaction Study is based on 2,104 evaluations from customers who purchased clothes washers and 1,691 evaluations from customers who purchased clothes dryers during the past 12 months. The study was fielded from January through March 2020.

For more information about the J.D. Power Kitchen and Laundry Appliance Satisfaction Studies, visit https://www.jdpower.com/business/resource/us-kitchen-and-laundry-appliance-satisfaction-studies.

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