J.D. Power and Associates Reports: Samsung Ranks Highest in Customer Satisfaction With Clothes Washers and Dryers, While Kenmore Elite, LG and Samsung
Price is Increasingly Important to Selection and Satisfaction with Laundry and Kitchen Appliances.
WESTLAKE VILLAGE, Calif., -- Among washing machine and clothes dryer manufacturers, Samsung ranks highest in customer satisfaction, while among kitchen appliance manufacturers, Samsung ranks highest for refrigerators, Kenmore Elite ranks highest in satisfaction with dishwashers and LG ranks highest for ranges/cooktops/ovens, according to the J.D. Power and Associates 2009 Laundry Appliances Study(SM) and the J.D. Power and Associates 2009 Kitchen Appliances Study(SM), both released today.
Laundry Appliances Study
The Laundry Appliances Study measures customer satisfaction with clothes washers and dryers based on performance in six factors: ease of use; features (such as the number of settings available and appliance capacity); operational performance (including energy efficiency, noise level and how well the appliance functions); styling and feel; warranty; and price.
Clothes Washers
Samsung ranks highest in satisfying customers with clothes washers, achieving a score of 834 on a 1,000-point scale, Samsung performs particularly well in four of six factors: operational performance; ease of use; features; and styling and feel. Following Samsung in the rankings are LG (818) and Kenmore Elite (812).
Clothes Dryers
Samsung ranks highest in customer satisfaction with clothes dryers for a second consecutive year with a score of 842, and performs particularly well in five of six factors: operational performance; ease of use; price; styling and feel; and features. LG (826) and Kenmore Elite (823) follow Samsung in the rankings. Kenmore Elite performs particularly well in the features factor.
Kitchen Appliances Study
The Kitchen Appliances Study measures customer satisfaction in three segments of kitchen appliances: dishwashers; refrigerators; and cooktops/ranges/ovens. Customer satisfaction is measured based on performance in six factors: operational performance (including how well the appliance functions, noise level and energy efficiency); operational features (such as the number of settings available and appliance capacity); ease of use; styling and feel; price; and warranty.
Refrigerators
For a fifth consecutive year, Samsung ranks highest in satisfying customers with refrigerators. Samsung (822) performs particularly well in three of six factors: operational performance; operational features; and styling and feel. Whirlpool Gold follows Samsung in the rankings with a score of 815 and performs particularly well in the ease of use and price factors. LG (807) ranks third and performs particularly well in the warranty factor.
Dishwashers
Kenmore Elite ranks highest in customer satisfaction with dishwashers with a score of 810. Kenmore Elite ranks highest in two of six factors: ease of use and features. Bosch (802) and LG (799) follow Kenmore Elite in the rankings. Bosch performs particularly well in the operational performance factor, while LG performs particularly well in the warranty factor.
Cooktops/Ranges/Ovens
Among manufacturers of cooktops, ranges, and ovens, LG ranks highest with a score of 806, and performs particularly well in three of six factors: operational performance; styling and feel; and warranty. Following LG in the rankings are Frigidaire (801) and Kenmore Elite (800). Frigidaire ranks highest in the ease of use and price factors, while Kenmore Elite ranks highest in the features factor.
Other Industry Findings
In all appliance segments included in the two studies, the importance of price in the appliance purchase decision and as a driver of customer satisfaction has increased notably from 2008.
"Consumers are scrutinizing the value of new appliance purchases much more carefully than in recent years," said Dale Haines, senior director of the real estate and construction industries practice at J.D. Power and Associates. "Fortunately for consumers, most major appliance brands produce highly reliable products, so good values can be found at a wide range of price points."
The 2009 Laundry Appliances Study is based on responses from more than 4,000 consumers who purchased clothes washers and more than 3,800 consumers who purchased clothes dryers from a retail store, their new-home builder, or received one through other means (such as a gift) during the past 24 months. The study was fielded between March and April 2009.
The 2009 Kitchen Appliances Study is based on responses from 3,387 consumers who purchased dishwashers, 4,067 consumers who purchased cooktops/ranges/ovens and 4,247 consumers who purchased refrigerators through a retail store or their new-home builder, or received one through other means (such as a gift) during the previous 24 months. The study was fielded between March and April 2009.
Overall Customer Satisfaction with
Clothes Washers J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Samsung 834 5
LG 818 4
Kenmore Elite 812 4
Fisher & Paykel 807 4
Bosch 799 4
Maytag 776 3
Whirlpool 776 3
Industry Average 775 3
Frigidaire 773 3
GE Profile 766 3
GE Appliances 763 3
Kenmore 755 3
Amana 748 2
Roper 729 2
Admiral 707 2
Overall Customer Satisfaction with
Clothes Dryers J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Samsung 842 5
LG 826 4
Kenmore Elite 823 4
Bosch 815 4
GE Profile 794 4
Industry Average 781 3
Maytag 780 3
Whirlpool 775 3
Kenmore 770 3
GE Appliances 768 3
Frigidaire 764 3
Amana 741 2
Roper 737 2
Admiral 731 2
Overall Customer Satisfaction with
Refrigerators J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Samsung 822 5
Whirlpool Gold 815 5
LG 807 4
Kenmore Elite 799 4
KitchenAid 798 4
Maytag 791 4
Whirlpool 780 3
GE Profile 778 3
Industry Average 778 3
Amana 766 3
Kenmore 765 3
GE Appliances 763 3
Frigidaire 759 2
Hotpoint 731 2
Overall Customer Satisfaction with
Dishwashers J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Kenmore Elite 810 5
Bosch 802 5
LG 799 4
KitchenAid 793 4
Maytag 778 4
Industry Average 768 3
Whirlpool Gold 767 3
Kenmore 762 3
GE Profile 757 3
Whirlpool 757 3
Frigidaire 754 3
GE Appliances 748 2
Amana 717 2
Overall Customer Satisfaction
With Ranges/Cooktops/Ovens J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
LG 806 5
Frigidaire 801 5
Kenmore Elite 800 5
GE Profile 791 4
KitchenAid 786 3
Whirlpool 786 3
Industry Average 780 3
Kenmore 779 3
Maytag 779 3
Jenn-Air 772 3
GE Appliances 769 3
Hotpoint 765 2
Amana 744 2
Power Circle Ratings Legend:
5 - Among the best
4 - Better than most
3 - About average
2 - The rest
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
J.D. Power and Associates Media Relations Contacts:
Jeff Perlman; Brandware Public Relations; Malibu, Calif.; (818) 317-3070; jperlman@brandwaregroup.com
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; media.relations@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate
WESTLAKE VILLAGE, Calif., -- Among washing machine and clothes dryer manufacturers, Samsung ranks highest in customer satisfaction, while among kitchen appliance manufacturers, Samsung ranks highest for refrigerators, Kenmore Elite ranks highest in satisfaction with dishwashers and LG ranks highest for ranges/cooktops/ovens, according to the J.D. Power and Associates 2009 Laundry Appliances Study(SM) and the J.D. Power and Associates 2009 Kitchen Appliances Study(SM), both released today.
Laundry Appliances Study
The Laundry Appliances Study measures customer satisfaction with clothes washers and dryers based on performance in six factors: ease of use; features (such as the number of settings available and appliance capacity); operational performance (including energy efficiency, noise level and how well the appliance functions); styling and feel; warranty; and price.
Clothes Washers
Samsung ranks highest in satisfying customers with clothes washers, achieving a score of 834 on a 1,000-point scale, Samsung performs particularly well in four of six factors: operational performance; ease of use; features; and styling and feel. Following Samsung in the rankings are LG (818) and Kenmore Elite (812).
Clothes Dryers
Samsung ranks highest in customer satisfaction with clothes dryers for a second consecutive year with a score of 842, and performs particularly well in five of six factors: operational performance; ease of use; price; styling and feel; and features. LG (826) and Kenmore Elite (823) follow Samsung in the rankings. Kenmore Elite performs particularly well in the features factor.
Kitchen Appliances Study
The Kitchen Appliances Study measures customer satisfaction in three segments of kitchen appliances: dishwashers; refrigerators; and cooktops/ranges/ovens. Customer satisfaction is measured based on performance in six factors: operational performance (including how well the appliance functions, noise level and energy efficiency); operational features (such as the number of settings available and appliance capacity); ease of use; styling and feel; price; and warranty.
Refrigerators
For a fifth consecutive year, Samsung ranks highest in satisfying customers with refrigerators. Samsung (822) performs particularly well in three of six factors: operational performance; operational features; and styling and feel. Whirlpool Gold follows Samsung in the rankings with a score of 815 and performs particularly well in the ease of use and price factors. LG (807) ranks third and performs particularly well in the warranty factor.
Dishwashers
Kenmore Elite ranks highest in customer satisfaction with dishwashers with a score of 810. Kenmore Elite ranks highest in two of six factors: ease of use and features. Bosch (802) and LG (799) follow Kenmore Elite in the rankings. Bosch performs particularly well in the operational performance factor, while LG performs particularly well in the warranty factor.
Cooktops/Ranges/Ovens
Among manufacturers of cooktops, ranges, and ovens, LG ranks highest with a score of 806, and performs particularly well in three of six factors: operational performance; styling and feel; and warranty. Following LG in the rankings are Frigidaire (801) and Kenmore Elite (800). Frigidaire ranks highest in the ease of use and price factors, while Kenmore Elite ranks highest in the features factor.
Other Industry Findings
In all appliance segments included in the two studies, the importance of price in the appliance purchase decision and as a driver of customer satisfaction has increased notably from 2008.
"Consumers are scrutinizing the value of new appliance purchases much more carefully than in recent years," said Dale Haines, senior director of the real estate and construction industries practice at J.D. Power and Associates. "Fortunately for consumers, most major appliance brands produce highly reliable products, so good values can be found at a wide range of price points."
The 2009 Laundry Appliances Study is based on responses from more than 4,000 consumers who purchased clothes washers and more than 3,800 consumers who purchased clothes dryers from a retail store, their new-home builder, or received one through other means (such as a gift) during the past 24 months. The study was fielded between March and April 2009.
The 2009 Kitchen Appliances Study is based on responses from 3,387 consumers who purchased dishwashers, 4,067 consumers who purchased cooktops/ranges/ovens and 4,247 consumers who purchased refrigerators through a retail store or their new-home builder, or received one through other means (such as a gift) during the previous 24 months. The study was fielded between March and April 2009.
Overall Customer Satisfaction with
Clothes Washers J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Samsung 834 5
LG 818 4
Kenmore Elite 812 4
Fisher & Paykel 807 4
Bosch 799 4
Maytag 776 3
Whirlpool 776 3
Industry Average 775 3
Frigidaire 773 3
GE Profile 766 3
GE Appliances 763 3
Kenmore 755 3
Amana 748 2
Roper 729 2
Admiral 707 2
Overall Customer Satisfaction with
Clothes Dryers J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Samsung 842 5
LG 826 4
Kenmore Elite 823 4
Bosch 815 4
GE Profile 794 4
Industry Average 781 3
Maytag 780 3
Whirlpool 775 3
Kenmore 770 3
GE Appliances 768 3
Frigidaire 764 3
Amana 741 2
Roper 737 2
Admiral 731 2
Overall Customer Satisfaction with
Refrigerators J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Samsung 822 5
Whirlpool Gold 815 5
LG 807 4
Kenmore Elite 799 4
KitchenAid 798 4
Maytag 791 4
Whirlpool 780 3
GE Profile 778 3
Industry Average 778 3
Amana 766 3
Kenmore 765 3
GE Appliances 763 3
Frigidaire 759 2
Hotpoint 731 2
Overall Customer Satisfaction with
Dishwashers J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Kenmore Elite 810 5
Bosch 802 5
LG 799 4
KitchenAid 793 4
Maytag 778 4
Industry Average 768 3
Whirlpool Gold 767 3
Kenmore 762 3
GE Profile 757 3
Whirlpool 757 3
Frigidaire 754 3
GE Appliances 748 2
Amana 717 2
Overall Customer Satisfaction
With Ranges/Cooktops/Ovens J.D. Power.com
Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
LG 806 5
Frigidaire 801 5
Kenmore Elite 800 5
GE Profile 791 4
KitchenAid 786 3
Whirlpool 786 3
Industry Average 780 3
Kenmore 779 3
Maytag 779 3
Jenn-Air 772 3
GE Appliances 769 3
Hotpoint 765 2
Amana 744 2
Power Circle Ratings Legend:
5 - Among the best
4 - Better than most
3 - About average
2 - The rest
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
J.D. Power and Associates Media Relations Contacts:
Jeff Perlman; Brandware Public Relations; Malibu, Calif.; (818) 317-3070; jperlman@brandwaregroup.com
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; media.relations@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate
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