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Samsung Tops In Majap Satisfaction: Survey

Westlake Village, Calif. – Samsung Electronics ranked highest in the most product categories in a J.D. Power appliance survey of customer satisfaction.

Respondents gave Samsung a big thumbs up for its front-load washers and cooking products, including ranges, cooktops, ovens and over-the-range (OTR) microwave ovens.

But LG Electronics and Sears’ Kenmore Elite private-label brand both tied for a close second, getting top grades in three product categories each. LG led in clothes dryers for a second consecutive year, as well as top-mount refrigerators, and tied for first place with Samsung and Whirlpool in French door refrigerators.

Meanwhile, Kenmore’s ultra-premium badge got kudos for its dishwashers, top-load washers and side-by-side refrigerators.

The Kitchen Appliance Satisfaction Study, fielded between January and March, is based on thousands of customer evaluations of majaps purchased within the past two years. Respondents were asked to rate their products based on 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.

Among the study’s findings: Performance and reliability remain the single most important factors driving customer satisfaction with a kitchen or laundry appliance, while ease of use is the second most important factor for clothes washers, clothes dryers, dishwashers, refrigerators and over-the-range microwaves.

The survey also showed that fully 79 percent of washers and dryers are purchased in a packaged set. Said Christina Cooley, J.D. Power’s home improvement industries practice director, “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.”

A recent companion study of majap retailers named hhgregg No. 1 in customer satisfaction for the performance and quality of its sales staff and delivery and installation services.

J.D. Power’s complete majap brand rankings are available here.