Westlake Village, Calif. – J.D. Power and Associates has
released the results of the 2011 Laundry
and Kitchen Appliance and
Appliance Retailer Studies.
Samsung took the top spot in two of the five product
category rankings while Lowe’s was No. 1 in consumer satisfaction for appliance
retailers.
The product category studies measure performance in six
factors: ease of use, features, performance and reliability, styling and
appearance, warranty, and price. The study is based on responses from
consumers who purchased major appliances in those categories during the past 24
months, J.D. Power said.
The retailer
study, now in its third year, measures
customer
satisfaction with the largest appliance retailers
based on performance in
six factors: delivery service, installation service, merchandise, price, sales
staff and service, and store facility.
The consumer rankings based on a 1,000-point scale.
In clothes washers the top five were Samsung, with an 834
rating, followed by LG (827), Kenmore Elite (825) and Electrolux (822). The
industry average was 783. Last year Samsung was No. 1 in the category,
with a rating of 832.
In clothes dryers Samsung
was No. 1 again, with an 830 rating, followed by Whirlpool Duet (829), LG
(823), Kenmore Elite (818) and Electrolux (808). The industry average was again
783, and Samsung was tops last year, with an 833 rating.
In refrigerators
Sub-Zero was No. 1 with 834, followed by Samsung (820), LG (790), Maytag (785)
and Whirlpool Gold (777). The industry average was 759, and last year Samsung
was No. 1, with an 803 rating.
Miele was tops again
in dishwashers this year, with an 814 rating, followed by Fisher & Paykel
(805), Kenmore Elite (802), Bosch (798) and Kitchen Aid (784). The industry
average was 760.
In
LG tied with Wolf, 2010’s leader, with an 804 ranking, followed by GE Monogram
(801), Electrolux (800) and Whirlpool Gold (799). Wolf had a score of 812 last
year and this year’s industry average was 774.
National chains dominated in home appliance retailers.
Lowe’s was No. 1 (807) again this year, followed by hhgregg (779), Sears.com
(793), Home Depot (783) and Best Buy (772). The industry average was 790.
