Beyond Measure jdpower.com Laundry and Kitchen Appliance Satisfaction Studies

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1 Beyond Measure jdpower.com 2017 Laundry and Kitchen Appliance Satisfaction Studies

2017 Laundry and Kitchen Satisfaction Studies Publish Date: July 26, 2017 The increasingly competitive home appliance industry has provided consumers with more options than ever before when shopping

2 2017 Laundry and Kitchen Satisfaction Studies Publish Date: July 26, 2017 The increasingly competitive home appliance industry has provided consumers with more options than ever before when shopping for a new appliance. The wide variety of models and features available, as well as a wide range of prices, makes it critical for appliance manufacturers to differentiate their brands and products in the marketplace. Manufacturers that understand their customers experiences, needs, and expectations are better positioned to target initiatives that may increase overall customer satisfaction, increase brand loyalty and advocacy, and grow market share. The Solution The J.D. Power 2017 Laundry Appliance Satisfaction Study SM and the J.D. Power 2017 Kitchen Appliance Satisfaction Study SM measure customer satisfaction in 11 segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; cooking appliances (cooktops, freestanding ranges and wall ovens are measured separately); over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately). The overall customer experience is examined across six key drivers of satisfaction: Ease of Use; Features; Performance and Reliability; Price; Styling/Appearance; and Warranty. The studies, which provide the home appliance industry with insights into the evolving needs and demands of customers, include the following objectives: Measures key drivers of satisfaction among customers who purchased a kitchen or laundry appliance Captures brand image and reputation The overall customer experience is examined across six key drivers of satisfaction: Ease of Use; Features; Performance and Reliability; Price; Styling/Appearance; and Warranty. Examine pathway to purchase: reasons for shopping; steps taken after decision to purchase (including first step); types of websites used for research and shopping (including most visited); number of shopping visits across retail locations; involvement of sales associate when first visiting retail location; preferred brand in mind at beginning of purchase process; and place of purchase Capture kitchen and laundry appliance usage patterns Measures problem occurrence, contact with manufacturer, and satisfaction with warranty service Delivers insight into what drives customer loyalty and advocacy How It Works Sampling The 2017 Laundry Appliance Satisfaction Study includes the largest laundry appliance manufacturers that represent at least 67% of market share. The 2017 study is based on the responses of more than 6,240 evaluations from customers who purchased a clothes washer and/or clothes dryer during the past 12 months. The study was fielded in February and March

The 2017 Kitchen Appliance Satisfaction Study includes the largest kitchen appliance manufacturers that represent at least 67% of market share.

than 2,225 evaluations from customers who purchased an over-therange microwave; and more than 5,875 evaluations from customers who purchased a refrigerator during the past 12 months.

Power Index Based on data obtained from the survey, an overall index is created that quantifies the impact that the factors and the attributes within them have on customer satisfaction.

3 The 2017 Kitchen Appliance Satisfaction Study includes the largest kitchen appliance manufacturers that represent at least 67% of market share. The 2017 study is based on the responses of more than 2,300 evaluations from customers who purchased a dishwasher; more than 4,300 evaluations from customers who purchased a cooking appliance; more than 2,225 evaluations from customers who purchased an over-therange microwave; and more than 5,875 evaluations from customers who purchased a refrigerator during the past 12 months. The study was fielded in February and March Refer to the Appendix to see a list of laundry and kitchen appliance manufacturers profiled in the respective study. J.D. Power Index Based on data obtained from the survey, an overall index is created that quantifies the impact that the factors and the attributes within them have on customer satisfaction. Specifically, the relative weight that each attribute contributes to the factor index is first calculated, followed by calculating the relative weight that each factor contributes to the overall satisfaction index. The results of those calculations are used to predict overall satisfaction based on a weighted sum of the factors, which constitutes the overall index. Index The Index is a calculated roll-up of performance scores, weighted relative to the importance of each factor to overall satisfaction. Factor Factor Factors are distinct parts of the customer experience that together encompass the entire experience. s are specific elements that comprise and drive satisfaction within a factor. Diagnostic Diagnostics are critical to quality elements that influence satisfaction within an attribute or factor. Financial ROI Index Explains OSAT and Loyalty Measures Factors Explain Index s Explain Factor Based on data obtained from the survey, an overall index is created that quantifies the impact that the factors and the attributes within them have on customer satisfaction. Award Criteria For a company to be award eligible, a minimum of 100 completed surveys must be received in their given segment: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; cooking appliances (cooktops, freestanding ranges and wall ovens are measured separately); over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately). The highestranked brand in each segment receives a trophy. Award recipients that subscribe to the study have the opportunity to publicly leverage this award through J.D. Power s award licensing program. 3

4 Leveraging J.D. Power Data to Better Understand Competitive Position Satisfaction Drivers The Laundry Appliance Satisfaction Index segments the customer experience into six factors and 17 attributes: Performance and Reliability Noise level during operation Energy efficiency Water efficiency (clothes washer only) Effectiveness of cleaning clothes (clothes washer only) Effectiveness of drying clothes (clothes dryer only) Durability Ease of Use Legibility of controls and displays Ease of using buttons, dials, or controlss Clarity of the owner/user manual/guide Ease of loading Features Usefulness of cycle programs available Usefulness of cycle options Capacity Cycle time Styling/Appearances Attractiveness of color and finish Exterior styling Price Overall rating of the price paid Warrenty Overall rating of warranty The Kitchen Appliance Satisfaction Index segments the customer experience into six factors and 17 attributes: Performance and Reliability Noise level during operation Consistency in heating food (cooking only) Energy efficiency Water efficiency (dishwasher only) Effectiveness of cleaning dishwasher load (dishwasher only) Evenness in cooling and freezing food (refrigerator only) Durability Drying performance (dishwasher only) Ease of Use Legibility of controls and displays Ease of using buttons, dials, or controls Clarity of the owner/user manual/guide Ease of loading dishwasher (dishwasher only) Features Usefulness of dishwashing cycle programs available (dishwasher only) Usefulness of cycle options (dishwasher only) Usefulness of temperature and timer setting available (cooking only) Ease of cleaning oven (freestanding range, wall oven, and over-the-range microwave only) Ease of cleaning cooktop (cooktop only) Range of temperature settings and cooling zones available (refrigerator only) Capacity Flexibility of rack/tines/basket configuration (dishwasher only) Flexibility of shelf/drawer/basket configuration (refrigerator only) Cycle time (dishwasher only) Styling/Appearance Attractiveness of color and finish Exterior styling Price Overall rating of the price paid Warrenty Overall rating of warranty 4

Pathway to Purchase The 2017 Laundry and Kitchen Appliance Satisfaction Studies also examine the consumer s pathway to purchase with full shopping and purchase funnel market data, which includes:

5 Pathway to Purchase The 2017 Laundry and Kitchen Appliance Satisfaction Studies also examine the consumer s pathway to purchase with full shopping and purchase funnel market data, which includes: Trigger reasons for beginning the purchase process Steps taken after decision to shop, including first step Types of websites used for research and shopping, including most visited type Number of shopping visits across all brick and mortar retail locations Outcome of initial visit to brick and mortar retail location purchased or continued shopping Involvement of sales associate when first visiting retail location Preferred brand in mind when beginning purchase process Oversampling J.D. Power offers a proprietary oversample opportunity allowing companies that are not currently profiled in the syndicated study to obtain competitive data sets in order to benchmark their performance against competitors that are profiled in the study. This opportunity is also available for profiled companies that want to dive deeper into a specific topic covered in the study. The same questionnaire used for the syndicated study is used for the proprietary oversample study. The study also examines consumer s pathway to purchase with full shopping and purchase funnel market data. Subscription Details The 2017 Laundry and Kitchen Appliance Satisfaction Studies, respectively, provide access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your company is performing and to identify key areas needing improvement. Study deliverables include: New online dashboard analytic tool Active dashboard: Data elements in the dashboard may include such items as key charts and tables that highlight rankings, verbatim reports, broadcast messages that have been shared, presentations, and other user-uploaded documents of interest. Dashboards can be customized to contain only the information that is critical for each user, and an expandable toolbar allows users to easily conduct ad hoc analyses and reports Performance analysis: Allows users to easily view key metrics against multiple points of reference, providing them with more control when performing rootcause analyses and benchmarking Verbatim comments: Full search functionality allows rapid access to verbatims of interest Industry detailed findings: Competitive performance overview by factor Access to a personalized competitive data set allows you to see how your company stacks up against your competitors, the industry, and the highest performers across factors and attributes at the national level Competitive data set in SPSS and Excel file format 5

An on-site executive presentation with management insights, which includes customized strategic recommendations, study results, ongoing best practices, and analyses of high-performing appliance

6 An on-site executive presentation with management insights, which includes customized strategic recommendations, study results, ongoing best practices, and analyses of high-performing appliance manufacturers Swoop gap analysis: Highlights improvement opportunities that have the greatest impact on customer satisfaction if improved Copy of the current questionnaire The studies provide access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your company is performing. About J.D. Power J.D. Power is a marketing, consumer intelligence, and data and analytics company that helps its clients measure, understand, and improve the key performance metrics that drive their growth and profitability. J.D. Power s industry benchmarks, unique data and analytics platform, and reputation for independence and credibility has established the company as one of the world s most well-known and trusted providers of Voice of the Customer insights. Established in 1968, J.D. Power is headquartered in Costa Mesa, California, and has offices in North/South America, Asia Pacific, and Europe. Beyond Measure jdpower.com For more information about J.D. Power products and services, please contact: Christina Cooley at or Christina.Cooley@jdpa.com Nicole Tapp Nicholson at or Nicole.Nicholson@jdpa.com 6

7 APPENDIX: Profiled Brands Brands profiled in the 2017 Laundry Appliance Satisfaction Study include (organized by segment): Front-Loading Clothes Washers: Electrolux Elite Top-Loading Clothes Washers: Elite Clothes Dryers Electrolux Elite Brands profiled in the 2017 Kitchen Appliance Satisfaction Study include (organized by segment): Dishwashers: Ascenta Electrolux Gallery Elite Freestanding Ranges: Gallery Elite Cooktops: Wall Ovens: Over-the-Range Microwaves: Gallery Elite Side-by-Side Refrigerators: Gallery Elite French Door Refrigerators: Gallery Elite Top-Mount Freezer Refrigerators: Gallery

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