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 MESA, Calif.: 26 July 2017 ranks highest in customer satisfaction in seven of the 11 kitchen and laundry appliance segments, according to the J.D. Power and the J.D. Power 2017 Laundry Appliance Satisfaction Study, SM both released today. According to the Association of Home Appliance Manufacturers (AHAM), the major appliance industry was up 3% in 2016 and is up 7% in June 2017 year to date. Aggressive pricing and promotions pushed this increase over the past 18 months as manufacturers and retailers battled for market share. Additionally, according to the Home Improvement Research Institute (HIRI), the consumer market for major household appliances is expected to reach $25.3billion in 2017 and $28.1 billion by 2021. Major appliance companies continue to be at the forefront of the industry with innovative products, features and styles. has clearly delivered on all these measures this year, delighting their customers, said Greg Truex, senior director of the at-home practice at J.D. Power. Competition in the market is extremely fierce, and and are really pushing the industry by adding features that appeal to the needs of consumers. In recognition of the omnichannel strategies being pursued by the top appliance manufacturers in conjunction with their retail partners, this year s studies have been enhanced with pathway-to-purchase questions to better identify where consumers are shopping and how the customer experience is affected by the different paths they take to purchase. Brand Rankings and Performance : Seven Awards ranks highest in all three laundry segments front-load washer (861 on a 1,000-point scale), top-load washer (845) and clothes dryer (868) as well as highest in the dishwasher segment (850), freestanding range segment (864), French door refrigerator segment (850) and top-mount freezer refrigerator segment (809). performs particularly well in four important factors: performance and reliability; ease of use; features; and styling/appearance. Bosch: Three Awards Bosch ranks highest in two of the cooking appliances cooktops (838) and wall ovens (840) and shares the top rank in over-the-range microwaves (833). Bosch performs particularly well in the features, warranty and price factors across the three appliances. Kitchen Appliance Satisfaction Study
Side-by-Side Refrigerators (848) ranks highest in customer satisfaction with side-by-side refrigerators and performs particularly well in two factors: performance and reliability and styling/appearance. is followed in the rankings by KitchenAid and (839 each). KitchenAid performs particularly well in warranty while performs particularly well in features. French Door Refrigerators (850) ranks highest in customer satisfaction with French door refrigerators, performing particularly well in three factors: ease of use; performance and reliability; and styling and appearance. (846) follows in the rankings and performs particularly well in features and warranty. Top-Mount Freezer Refrigerators (809) ranks highest in customer satisfaction with top-mount freezer refrigerators and performs particularly well in two factors: ease of use and performance and reliability. Following in the rankings is (804). Dishwashers (850) ranks highest in customer satisfaction with dishwashers and performs particularly well in two factors: features and styling/appearance. (849) follows in the rankings and performs particularly well in performance and reliability and styling and appearance. Freestanding Ranges (864) ranks highest in customer satisfaction with freestanding ranges and performs particularly well in four factors: features; performance and reliability; price; and styling and appearance. Following in the rankings is (855). Cooktops Bosch (838) ranks highest in customer satisfaction with cooktops for a third consecutive year and performs particularly well in two factors: features and warranty. Following Bosch in the rankings is and (832 each). Wall Ovens Bosch (840) ranks highest in customer satisfaction with wall ovens and performs particularly well in three factors: performance and reliability; price; and warranty. KitchenAid (834) follows in the rankings and performs particularly well in ease of use and styling and appearance. Over-the-Range Microwaves Bosch and KitchenAid (833 each) rank highest in customer satisfaction with over-the-range microwaves. Bosch performs particularly well in two factors price and warranty while KitchenAid performs particularly well in three factors: ease of use; features; and performance and reliability. Following Bosch and KitchenAid in the rankings is (832). Laundry Appliance Satisfaction Study Top-Load Washers (845) ranks highest in customer satisfaction with top-load washers, performing particularly well in three factors: features; performance and reliability; and styling and appearance. is followed in the rankings by (841).
Front-Load Washers (861) ranks highest in customer satisfaction with front-load washers, performing particularly well in four factors: ease of use; features; performance and reliability; and styling and appearance. is followed in the rankings by (851). Clothes Dryers (868) ranks highest in customer satisfaction with clothes dryers, performing particularly well in ease of use; features; and performance and reliability. Following in the rankings is (857). About the Studies The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their 12th and 13th years, respectively, 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 2017 Laundry Appliance Satisfaction Study is based on more than 6,240 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 12 months. The study was fielded in February through March 2017. The 2017 Kitchen Appliance Satisfaction Study is based on more than 2,300 evaluations from customers who purchased dishwashers; more than 4,300 evaluations from customers who purchased cooking appliances; more than 2,225 evaluations from customers who purchased over-the-range microwaves; and more than 5,875 evaluations from customers who purchased refrigerators during the past 12 months. The study was fielded in February through March 2017. For more information about J.D. Power solutions for the home improvement industry, visit http://www.jdpower.com/industry/home-improvement. See the online press release at http://www.jdpower.com/pr-id/2017109. J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Media Relations Contacts Jillian Breska; Costa Mesa, Calif.; 714-481-9115; media.relations@jdpa.com John Roderick; St. James, N.Y.; 631-584-2200; john@jroderick.com About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info # # # Note: Twelve charts follow.
Dishwashers Segment KitchenAid Electrolux Elite Bosch 850 849 846 842 838 837 836 Dishwashers Average Bosch Ascenta Amana Gallery 825 822 822 815 811 811 804 795 760 780 800 820 840 860 Source: J.D. Power
Freestanding Ranges Segment 864 Elite 848 845 855 Bosch Freestanding Ranges Average KitchenAid Gallery 833 833 830 830 828 828 822 821 Amana 805 770 790 810 830 850 870 Source: J.D. Power
Cooktops Segment Bosch 838 832 832 KitchenAid 831 831 Cooktops Average 830 810 780 800 820 840 Source: J.D. Power
Wall Ovens Segment Bosch 840 KitchenAid 834 830 Wall Ovens Average 825 820 819 799 770 790 810 830 850 Source: J.D. Power
Over-the-Range Microwaves Segment Bosch KitchenAid Gallery 833 833 832 831 830 830 828 Over-the-Range Microwaves Average 822 821 819 Amana 810 808 Elite 792 780 800 820 840 Source: J.D. Power
Side-by-Side Refrigerators Segment 848 KitchenAid 839 839 834 827 Elite 825 Amana 823 Side-by-Side Refrigerators Average 823 823 Gallery 810 808 806 770 790 810 830 850 Source: J.D. Power
French Door Refrigerators Segment 850 846 842 840 French Door Refrigerators Average 839 Elite 838 835 KitchenAid 833 825 Gallery 812 790 810 830 850 Source: J.D. Power
Top-Mount Freezer Refrigerators Segment 809 804 Gallery 802 Top-Mount Freezer Refrigerators Average 775 774 773 768 765 730 750 770 790 810 Source: J.D. Power
2017 Laundry Appliance Satisfaction Study SM Front-Load Washers Segment 861 851 Elite 849 849 Front-Load Washers Average 846 Electrolux 844 840 825 824 Amana 818 750 770 790 810 830 850 870 Source: J.D. Power 2017 Laundry Appliance Satisfaction Study SM
2017 Laundry Appliance Satisfaction Study SM Top-Load Washers Segment 845 841 Elite 840 831 Top-Load Washers Average 825 822 817 Amana 808 804 803 750 770 790 810 830 850 Source: J.D. Power 2017 Laundry Appliance Satisfaction Study SM
2017 Laundry Appliance Satisfaction Study SM Clothes Dryers Segment 868 857 853 Elite 848 847 Clothes Dryers Average 845 Electrolux 841 832 821 Amana 814 812 750 770 790 810 830 850 870 Source: J.D. Power 2017 Laundry Appliance Satisfaction Study SM
2017 Kitchen and Laundry Appliance Satisfaction Study SM Award-Eligible Kitchen and Laundry Appliance Brands Included in the Study Company President Name Company Location Amana Jeff Fettig Benton Harbor, Mich. Bosch Christofer von Nagel Irvine, Calif. Bosch Ascenta Christofer von Nagel Irvine, Calif. Electrolux Alan Shaw Charlotte, N.C. Alan Shaw Charlotte, N.C. Gallery Alan Shaw Charlotte, N.C. Kevin Nolan Louisville, Ky. Edward Lampert Hoffman Estates, Ill. Elite Edward Lampert Hoffman Estates, Ill. KitchenAid Jeff Fettig Benton Harbor, Mich. William Cho Englewood Cliffs, N.J. Jeff Fettig Benton Harbor, Mich. Tim Baxter Ridgefield Park, N.J. Jeff Fettig Benton Harbor, Mich.