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J.D. Power Reports: Customer Satisfaction Drives Brand Loyalty That Can Translate to More Same-Brand Packages Sold Kenmore Elite, LG and Samsung Lead in Multiple Segments; Whirlpool Ranks Highest In One Segment WESTLAKE VILLAGE, Calif.: 16 July 2014 — Performance and reliability of laundry and kitchen appliances continues to drive customer satisfaction and ultimately brand loyalty, which can influence whether a customer selects the same brand for a package purchase or multiple appliances from the same brand, according to the J.D. Power 2014 Laundry Appliance Satisfaction StudySM and the J.D. Power 2014 Kitchen Appliance Satisfaction StudySM released today. The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their ninth and 10th years, respectively, measure customer satisfaction in nine segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately in this year’s study); clothes dryers; dishwashers; cooktops/ranges/ovens; over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately in this year’s study). Overall customer satisfaction is measured in six factors: ease of use; features (such as the usefulness of settings available and capacity); performance and reliability (including how well the appliance functions, noise level and energy efficiency); price; styling and appearance; and warranty. “Performance and reliability is the most decisive factor in customer satisfaction,” said Christina Cooley, director of the home improvement industries practice at J.D. Power. “Because appliances are often purchased in a packaged set, such as a clothes washer and dryer, there is increased importance in delivering an outstanding customer experience across appliances to maintain a positive brand image and drive additional appliance purchases of that same brand.”
KEY FINDINGS
Performance and reliability remains the single most important factor driving customer satisfaction with a kitchen or laundry appliance across all product segments.
More than three-fourths (79%) of clothes washers and dryers are purchased in a packaged set. Across all segments, among satisfied customers in aggregate, 30 percent say they “definitely will”
recommend their appliance brand to others and 23 percent say they “definitely will” repurchase the same appliance brand in the future.
Ease of use is the second most important factor for clothes washers, clothes dryers, dishwashers, refrigerators and over-the-range microwaves. The importance of ease of use in the clothes washers and dryers segments has increased during the past four years to 22 percent in 2014 from 19 percent in 2011 in both. Features is the second most important factor with the ranges/cooktops/ovens segment and ties in importance with ease of use in refrigerators.
Laundry Appliance Satisfaction Study Top-Load Washers Kenmore Elite ranks highest in customer satisfaction with top-load washers, achieving a score of 816 on a 1,000-point scale. Kenmore Elite performs particularly well in three factors: performance and reliability; features; and warranty. Kenmore Elite is followed in the rankings by LG (813) and Samsung (800). Front-Load Washers Samsung ranks highest in customer satisfaction with front-load washers, achieving a score of 828. Samsung performs particularly well in five factors: performance and reliability; ease of use; styling and appearance; features; and price. Samsung is followed in the rankings by LG (820). Clothes Dryers LG ranks highest in customer satisfaction with clothes dryers (817) for a second consecutive year. LG performs particularly well in ease of use; styling and appearance; features; and price. Following LG in the rankings is Samsung (810). Kitchen Appliance Satisfaction Study Side-by-Side Refrigerators Kenmore Elite ranks highest in customer satisfaction with side-by-side refrigerators, achieving a score of 804. Kenmore Elite performs particularly well in four factors: performance and reliability; ease of use; features; and warranty. Kenmore Elite is followed in the rankings by Kenmore (799) and LG (795). Kenmore performs particularly well in price. French Door Refrigerators Samsung, Whirlpool and LG rank highest (in a tie) in customer satisfaction with French door refrigerators, achieving a score of 817. Samsung performs particularly well in two factors: styling and appearance and features. Whirlpool performs particularly well in ease of use. Kenmore Elite (815) follows in the rankings and performs particularly well in performance and reliability. Top-Mount Freezer Refrigerators LG ranks highest in customer satisfaction with top-mount refrigerators, achieving a score of 808. LG performs particularly well in all six factors. Following LG in the rankings is Whirlpool (761). Dishwashers Kenmore Elite ranks highest in customer satisfaction with dishwashers for a second consecutive year, with a score of 811, and achieves particularly high scores in performance and reliability; ease of use; features; and price. Kenmore Elite is followed by LG (793). Ranges/Cooktops/Ovens Samsung ranks highest in customer satisfaction with ranges, cooktops and ovens, achieving a score of 831. The brand performs particularly well in performance and reliability; features; and price. Samsung is followed in the rankings by Viking (825).
Over-the-Range Microwaves Samsung (815) ranks highest in customer satisfaction with over-the-range microwaves. The brand performs particularly well in performance and reliability; styling and appearance; features; and price. Samsung is followed in the rankings by Kenmore Elite (808). The 2014 Laundry Appliance Satisfaction Study is based on more than 6,600 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 24 months. The study was fielded from January through March 2014. The 2014 Kitchen Appliance Satisfaction Study is based on more than 3,600 evaluations from customers who purchased dishwashers; more than 3,200 evaluations from customers who purchased cooktops/ranges/ovens; more than 2,100 evaluations from customers who purchased over-the-range microwaves; and more than 6,400 evaluations from customers who purchased refrigerators during the past 24 months. The study was fielded from January through March 2014. Media Relations Contacts Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected] About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info About McGraw Hill Financial www.mhfi.com
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NOTE: Nine charts follow.
Source: J.D. Power 2014 Laundry Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
828
820
808
807
807
806
803
797
794
782
743
700 720 740 760 780 800 820
Samsung
LG
Front-LoadWashers Average
Maytag
Whirlpool
Kenmore Elite
Electrolux
GE Profile
GE Appliances
Kenmore
Amana
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Laundry Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsFront-Load Washers
Source: J.D. Power 2014 Laundry Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
816
813
800
789
789
788
787
785
778
759
758
720 740 760 780 800 820
Kenmore Elite
LG
Samsung
Kenmore
Top-Load WashersAverage
Maytag
Whirlpool
GE Appliances
GE Profile
Frigidaire
Amana
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Laundry Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsTop-Load Washers
Source: J.D. Power 2014 Laundry Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
817
810
798
792
789
786
786
770
767
762
757
723
700 720 740 760 780 800 820
LG
Samsung
Whirlpool
Kenmore Elite
Electrolux
Maytag
Clothes DryersAverage
GE Profile
Kenmore
Frigidaire
GE Appliances
Amana
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Laundry Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsClothes Dryers
Source: J.D. Power 2014 Kitchen Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
811
793
791
783
777
776
776
775
772
770
764
763
753
742
739
739
722
700 720 740 760 780 800 820
Kenmore Elite
LG
Bosch
Samsung
Bosch Ascenta
KitchenAid
Whirlpool
Fisher & Paykel
Maytag
Dishwashers Average
Kenmore
Frigidaire Gallery
GE Profile
Frigidaire
Electrolux
GE Appliances
Amana
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Kitchen Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsDishwashers
Source: J.D. Power 2014 Kitchen Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
831
825
812
808
802
793
786
785
785
784
781
779
778
772
770
765
758
743
720 770 820
Samsung
Viking
LG
Kenmore Elite
Whirlpool
Frigidaire Gallery
Ranges/Cooktops/Ovens Average
Electrolux
GE Profile
Bosch
Kenmore
KitchenAid
Maytag
Frigidaire
GE Appliances
Jenn-Air
GE Monogram
Amana
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Kitchen Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsRanges/Cooktops/Ovens
Source: J.D. Power 2014 Kitchen Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
817
817
817
815
809
805
804
800
797
787
778
700 720 740 760 780 800 820
LG
Samsung
Whirlpool
Kenmore Elite
French DoorRefrigerators Average
GE Profile
Kenmore
GE Appliances
Maytag
Frigidaire Gallery
KitchenAid
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Kitchen Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsFrench Door Refrigerators
Source: J.D. Power 2014 Kitchen Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
804
799
795
793
790
789
787
785
783
775
774
773
754
700 720 740 760 780 800
Kenmore Elite
Kenmore
LG
Whirlpool
Samsung
Frigidaire
Side-by-SideRefrigerators Average
GE Profile
Maytag
GE Appliances
KitchenAid
Frigidaire Gallery
Amana
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Kitchen Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsSide-by-Side Refrigerators
Source: J.D. Power 2014 Kitchen Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
808
761
758
755
747
739
726
723
680 730 780
LG
Whirlpool
Frigidaire Gallery
Kenmore
Top-Mount FreezerRefrigerators Average
Frigidaire
Maytag
GE Appliances
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Kitchen Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsTop-Mount Freezer Refrigerators
Source: J.D. Power 2014 Kitchen Appliance Satisfaction StudySM
(Based on a 1,000-point scale)
815
808
802
800
799
799
792
790
787
784
782
780
775
764
750
725
700 750 800
Samsung
Kenmore Elite
LG
GE Appliances
GE Monogram
GE Profile
Maytag
Over-the-Range Microwaves Average
Whirlpool
Kenmore
KitchenAid
Frigidaire Gallery
Frigidaire
Bosch
Amana
Electrolux
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power2014 Kitchen Appliance Satisfaction StudySM
JDPower.comPower Circle RatingsTM
for consumers:
Power Circle Ratings LegendAmong the bestBetter than mostAbout averageThe rest
Overall Customer Satisfaction Index RankingsOver-the-Range Microwaves
