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LG Ranks Highest in Customer Satisfaction in Multiple Kitchen and Laundry Segments, J.D. Power Finds


August 11, 2017

LG ranks highest in customer satisfaction in seven of the 11 kitchen and laundry appliance segments, according to the J.D. Power 2017 Kitchen Appliance Satisfaction Study and the J.D. Power 2017 Laundry Appliance Satisfaction Study.

According to the Association of Home Appliance Manufacturers (AHAM), the major appliance industry was up 3 percent in 2016 and is up 7 percent in June 2017 year to date. Aggressive pricing and promotions pushed this increase over the past 18 months as manufacturers and retailers battled for market share. Additionally, according to the Home Improvement Research Institute (HIRI), the consumer market for major household appliances is expected to reach $25.3billion in 2017 and $28.1 billion by 2021.

“Major appliance companies continue to be at the forefront of the industry with innovative products, features and styles,” said Greg Truex, senior director of the at-home practice at J.D.Power. “LG has clearly delivered on all these measures this year, delighting their customers. Competition in the market is extremely fierce, and LG and Samsung are really pushing the industry by adding features that appeal to the needs of consumers.”

In recognition of the omnichannel strategies being pursued by the top appliance manufacturers in conjunction with their retail partners, this year’s studies have been enhanced with pathway-to-purchase questions to better identify where consumers are shopping and how the customer experience is affected by the different paths they take to purchase.

Brand Rankings and Performance LG: Seven Awards

  • LG ranks highest in all three laundry segments—front-load washer (861 on a 1,000-point scale), top-load washer (845) and clothes dryer (868)—as well as highest in the dishwasher segment (850), freestanding range segment (864), French door refrigerator segment (850) and top-mount freezer refrigerator segment (809).
  • LG performs particularly well in four important factors: performance and reliability; ease of use; features; and styling/appearance.

Bosch: Three Awards

  • Bosch ranks highest in two of the cooking appliances—cooktops (838) and wall ovens (840)—and shares the top rank in over-the-range microwaves (833).
  • Bosch performs particularly well in the features, warranty and price factors across the three appliances.

Kitchen Appliance Satisfaction Study

Side-by-Side Refrigerators: Samsung (848) ranks highest in customer satisfaction with side-by-side refrigerators and performs particularly well in two factors: performance and reliability and styling/appearance. Samsung is followed in the rankings by KitchenAid and LG (839 each). KitchenAid performs particularly well in warranty while LG performs particularly well in features.

French Door Refrigerators: LG (850) ranks highest in customer satisfaction with French door refrigerators, performing particularly well in three factors: ease of use, performance and reliability and styling and appearance. Samsung (846) follows in the rankings and performs particularly well in features and warranty.

Top-Mount Freezer Refrigerators: LG (809) ranks highest in customer satisfaction with top-mount freezer refrigerators and performs particularly well in two factors: ease of use and performance and reliability. Following LG in the rankings is Maytag (804).

Dishwashers: LG (850) ranks highest in customer satisfaction with dishwashers and performs particularly well in two factors: features and styling/appearance. Maytag (849) follows in the rankings and performs particularly well in performance and reliability and styling and appearance.

Freestanding Ranges: LG (864) ranks highest in customer satisfaction with freestanding ranges and performs particularly well in four factors: features; performance and reliability; price; and styling and appearance. Following LG in the rankings is Maytag (855).

Cooktops: Bosch (838) ranks highest in customer satisfaction with cooktops for a third consecutive year and performs particularly well in two factors: features and warranty. Following Bosch in the rankings is GE Appliances and Kenmore (832 each).

Wall Ovens: Bosch (840) ranks highest in customer satisfaction with wall ovens and performs particularly well in three factors: performance and reliability, price and warranty. KitchenAid (834) follows in the rankings and performs particularly well in ease of use and styling and appearance.

Over-the-Range Microwaves

Bosch and KitchenAid (833 each) rank highest in customer satisfaction with over-the-range microwaves. Bosch performs particularly well in two factors—price and warranty—while KitchenAid performs particularly well in three factors: ease of use, features and performance and reliability. Following Bosch and KitchenAid in the rankings is Kenmore (832).

Laundry Appliance Satisfaction Study Top-Load Washers

LG (845) ranks highest in customer satisfaction with top-load washers, performing particularly well in three factors: features, performance and reliability and styling and appearance. LG is followed in the rankings by Samsung (841).

Front-Load Washers: LG (861) ranks highest in customer satisfaction with front-load washers, performing particularly well in four factors: ease of use, features, performance and reliability and styling and appearance. LG is followed in the rankings by Samsung (851).

Clothes Dryers: LG (868) ranks highest in customer satisfaction with clothes dryers, performing particularly well in ease of use, features and performance and reliability. Following LG in the rankings is Samsung (857).

About the Studies

The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their 12th and 13th 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 and wall ovens are measured separately), over-the-range microwaves and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately).

The 2017 Laundry Appliance Satisfaction Study is based on more than 6,240 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 12 months. The study was fielded in February through March 2017.

The 2017 Kitchen Appliance Satisfaction Study is based on more than 2,300 evaluations from customers who purchased dishwashers, more than 4,300 evaluations from customers who purchased cooking appliances, more than 2,225 evaluations from customers who purchased over-the-range microwaves and more than 5,875 evaluations from customers who purchased refrigerators during the past 12 months. The study was fielded in February through March 2017.

For more information about J.D. Power solutions for the home improvement industry, visit http://www.jdpower.com/industry/home-improvement.