Ann Arbor, Mich. – Major appliances continue to earn kudos from consumers a new report shows, with Electrolux challenging Whirlpool for the top slot in customer satisfaction.
According to the American Customer Satisfaction Index (ACSI), an annual report compiling consumer evaluations of products and services, white goods have, since 1994, maintained a consistently high score of 80 to 82 on a scale of 0 to 100.
This year is no different, with majaps scoring an 81, ahead of personal computers (80) but behind TV/video (86).
Whirlpool, which has remained consistently on top in market share and customer satisfaction, rose 1.2 percent this year to nab an ACSI score of 83. But the manufacturer only narrowly topped Electrolux, whose score rose 5.1 percent to 82.
GE also made progress, raising its score by 1 percent to 80, while the aggregate of manufacturers with lesser share, including LG, Samsung and Bosch, fell 5 percent to 79 after topping the list last year. ACSI believes the downturn may reflect additional price hikes caused by increased import fees for these brands.
ACSI, founded at the University of Michigan’s Ross School of Business, uses data from interviews with roughly 70,000 customers annually to derive its satisfaction scores for more than 230 companies in 47 industries and 10 economic sectors, as well as more than 100 services, programs and websites of federal government agencies. For more information, visit TheACSI.org.
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