October 24, 2014

Tops in Customer Satisfaction

According to a new study by J.D.Powers and associates, Customer satisfaction was highest among owners of LG and Samsung washer and dryers than other brands.

This is LG’s third¬†consecutive year in the firm’s 2008 Laundry Appliances Study, while Samsung ranked highest among all clothes dryer manufacturers.

The study measured customer satisfaction with washers and dryers based on performance in six factors: ease of use; features (such as the number of settings available and appliance capacity); performance (including energy efficiency, noise level and how well the appliance functions); styling and feel; warranty; and value.

According to Twice.com, LG achieved a score of 831 on a 1,000-point scale, performing particularly well in four of six factors: performance, features, ease of use, and styling. Following closely in the washer rankings with a score of 829 was Samsung, which performed consistently well across all factors. Sears’ Kenmore Elite brand ranked third with a score of 819, performing well in the ease of use and features factors.

Samsung scored highest in customer satisfaction with clothes dryers (833), performing particularly well in the performance and warranty factors. LG followed Samsung in the rankings with a score of 829, scoring high in ease of use, styling and feel, and features. Kenmore Elite followed with a score of 815.

The study found that while effective cleaning or drying performance is the most important driver of overall satisfaction, energy efficiency is also critical to the majority of consumers (see story above). Laundry appliance owners also cited capacity and price as the two most important considerations in selecting a washer or dryer, J.D. Power reported.