Appliance retailers and brands are facing supply chain and labor shortage challenges head-on by focusing on the customer experience, setting expectations and following through, according to the J.D. Power 2022 U.S. Appliance Satisfaction Study,℠ released today. The study also shows that 94% of appliances were delivered on the date and time promised.
“Across the majority of appliance segments, there is a greater consideration of multiple brands,” said Christina Cooley, home intelligence lead at J.D. Power. “Given inventory challenges, brands have a greater opportunity to capture new customers and the same opportunity exists for appliance retailers. Overall satisfaction is up in all areas for appliance retailers, which is impressive despite the labor and supply chain issues. Brands and retailers that continue to focus on supporting the customer through the shopping, purchase, and life cycle of the product will be able to establish a loyal and growing customer base.”
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
KitchenAid (880) ranks highest in customer satisfaction among cooktops, followed by Samsung (877) and GE (874).
Freestanding Range
Samsung (899) ranks highest in customer satisfaction among freestanding ranges, followed by LG (884).
Wall Oven
Samsung (900) ranks highest in customer satisfaction among wall ovens, followed by Whirlpool (885) and LG (884).
Over-the-Range Microwave
Frigidaire (886) ranks highest in customer satisfaction among over-the-range microwaves, followed by Samsung (879) and Whirlpool (876).
Dishwasher
KitchenAid (880) ranks highest in customer satisfaction among dishwashers. Samsung (873) ranks second, while Bosch (870) and LG (870) rank third in a tie.
French Door Refrigerator
LG (901) ranks highest in customer satisfaction among French door refrigerators. Frigidaire (879) ranks second.
Side-by-Side Refrigerator
Samsung (895) ranks highest in customer satisfaction among side-by-side refrigerators and is followed by LG (887).
Top-Mount Freezer, Two-Door Refrigerator
Samsung (869) ranks highest in customer satisfaction among top-mount freezer refrigerators, followed by LG (852) and GE (842).
Front-Load Clothes Washer
Maytag and Whirlpool rank highest in a tie in customer satisfaction among front-load washers with a score of 884. LG (883) ranks third.
Top-Load Clothes Washer
Samsung (881) ranks highest in customer satisfaction among top-load washers, followed by Whirlpool (869).
Clothes Dryer
Maytag (889) ranks highest in customer satisfaction among clothes dryers, followed by Samsung (886) and Whirlpool (882).
Appliance Retailer
Costco (870) ranks highest in customer satisfaction among appliance retailers, followed by Best Buy (869) and The Home Depot (867). This is the first time Costco is included in the study.
See the rank charts for each segment at http://www.jdpower.com/pr-id/2022086.
The 2022 Appliance Satisfaction Study is based on 21,095 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from December 2021 through March 2022.
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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Contacts
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
