Positive Experience Also Can Lead Shoppers to Consider Brand, Retailer for Other Purchases

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Shawn Stanley
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1 Ease of Use in Appliance Websites is Critical to Drive Retail Store Traffic Positive Experience Also Can Lead Shoppers to Consider Brand, Retailer for Other Purchases COSTA MESA, Calif.: 23 Sept Home appliance shoppers who find brand and retailer websites less complicated to use than expected are nearly three times as likely to visit a store location, according to the 2016 Appliance Shopper Website Evaluation Study, SM released today. While only 25% of shoppers who find brand websites to be more complicated or about what they expected, 63% or nearly three times more of those who find the brand websites less complicated are likely to visit an appliance retailer. Shoppers perceiving a retailer website to be less complicated also are more likely to consider the same retailer for other purchases than those who perceive a retailer website to be more complicated or what they expected (71% vs. 53%, respectively). For shoppers who have an informative, uncomplicated website experience, it s highly likely their next step is to grab their car keys and drive to a retail location, said Greg Truex, senior director at. Companies that grasp the relationship between their website s usefulness and increased brand consideration are more apt to increase customer satisfaction. In addition to measuring website experiences via a desktop, the study also measures experiences on mobile devices this year. While information is the most important factor for all shoppers, those using a mobile website tend to value ease of navigation and website speed more than desktop shoppers, Truex said. The volume of mobile shoppers will likely increase exponentially in the coming years, and companies need to constantly adapt to their customers shopping habits. Following are additional findings of the 2016 study: Opportunity for Consistency: Samsung and GE Appliances brands excel on both a desktop and mobile device, ranking among the top three in each segment, with the performance of other appliance brand websites varying. Among retailer websites, Lowe s performs consistently in both desktop and mobile, ranking second in both segments. Retailer Sites Outperform Brand Sites: Across the device types, appliance retailer websites achieve higher scores than appliance brand websites (840 vs. 826 averages on desktop; 836 vs. 828 averages on mobile device). Appliances Beat Autos: On a desktop, appliance brand (826) and appliance retailer (840) websites score higher than automotive manufacturer websites (807). 1 The same is true on a mobile device, as appliance brand (828) and appliance retailer (836) websites score higher than automotive manufacturer websites (783) Manufacturer Website Evaluation Study Summer Automotive Mobile Site Study

2 Study Rankings Among appliance brand websites viewed on a desktop, GE Appliances (846) and LG (846) rank highest in a tie on a 1,000-point scale. GE Appliances performs particularly well in the information/content, navigation, speed and appearance measures, while LG performs particularly well in information/content and appearance. Samsung (839) ranks third and KitchenAid (834) ranks fourth. Among appliance brand websites viewed on a mobile device, Samsung (863) ranks highest, performing particularly well in information/content, navigation, speed and appearance. Maytag (843) ranks second and GE Appliances (842) ranks third. Among retailer websites viewed on a desktop, Best Buy (846) ranks highest. Lowe s (845) ranks second and The Home Depot (842) ranks third. Among retailer websites viewed on a mobile device, h.h. gregg (852) ranks highest, performing particularly well in information/content, navigation, speed and appearance. Lowe s (842) ranks second. About the Study Now in its fourth year, the 2016 Appliance Shopper Website Evaluation Study evaluates the usefulness of desktop and mobile websites for appliance brands and retailers based on four measures that comprise the overall website experience: information/content; navigation; appearance; and speed. The study is based on responses from more than 7,500 major appliance purchase intenders who evaluated both brand and retailer websites. The study was fielded in June and July For more information about the 2016 Appliance Shopper Website Evaluation Study, visit See the online press release at Media Relations Contacts John Tews; ; Troy, Mich.; ; media.relations@jdpa.com Geno Effler; ; Costa Mesa, Calif.; ; media.relations@jdpa.com About and Advertising/Promotional Rules # # # NOTE: Five charts to follow.

3 Appliance Brand Desktop Website Ranking Power Circle Ratings TM GE Appliances 846 LG 846 Samsung 839 KitchenAid Bosch 823 Amana 822 Frigidaire 822 Whirlpool 814 Kenmore 807 Maytag 806 Source: as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, this release or survey results without the express prior written consent of. (Page 2 of 3)

4 Appliance Brand Mobile Website Ranking Power Circle Ratings TM Samsung 863 Maytag 843 GE Appliances 842 Frigidaire Whirlpool 824 KitchenAid 823 Amana 815 LG 815 Kenmore 811 Bosch 805 Source: as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, this release or survey results without the express prior written consent of.

5 Appliance Retailer Desktop Website Ranking Power Circle Ratings TM Best Buy 846 Lowe's 845 The Home Depot h.h. gregg 839 Sears 829 Source: as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, this release or survey results without the express prior written consent of. (Page 2 of 3)

6 Appliance Retailer Mobile Website Ranking Power Circle Ratings TM h.h. gregg 852 Lowe's The Home Depot 834 Sears 832 Best Buy 822 Source: as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, this release or survey results without the express prior written consent of.

7 Year / Project / Study Name Award-Eligible Appliance Brand and Retail Firms Included in the Study Appliance Brands Executive Name Company Location GE Appliances Chip Blankenship Louisville, Ky. LG William Cho Englewood Cliffs, N.J. Samsung Gregory Lee Ridgefield Park, N.J. KitchenAid Jeff Fettig Benton Harbor, Mich. Bosch Christofer von Nagel Irvine, Calif. Amana Jeff Fettig Benton Harbor, Mich. Frigidaire Alan Shaw Charlotte, N.C. Whirlpool Jeff Fettig Benton Harbor, Mich. Kenmore Edward Lampert Hoffman Estates, Ill. Maytag Jeff Fettig Benton Harbor, Mich. Retailers Executive Name Company Location Best Buy Hubert Joly Richfield, Mich. h.h. gregg Robert Riesbeck Indianapolis, Ind. Lowe s Robert Niblock Mooresville, N.C. Sears Edward Lampert Hoffman Estates, Ill. The Home Depot Craig Menear Atlanta, Ga. as the publisher and the report from which it originated as the source. Rankings are based on numerical scores, th is release or survey results without the express prior written consent of. (Page 2 of 3)

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

LG Ranks Highest in Customer Satisfaction in Multiple Kitchen and Laundry Segments, J.D. Power Finds Ranks Highest in Customer Satisfaction in Multiple Kitchen and Laundry Segments, J.D. Power Finds High-Ranking Brands Differentiate with Updated Features and Competitive Pricing to Drive Satisfaction COSTA