J.D. Power and Associates Reports: Among Kitchen Appliance Brands, Bosch, Kenmore Elite, LG, Samsung and Whirlpool Gold Lead Customer Satisfaction Rankings in Their Respective Segments
WESTLAKE VILLAGE, Calif., Oct. 1 /PRNewswire/ -- Bosch, Kenmore Elite, LG, Samsung and Whirlpool Gold rank highest in satisfying customers with major kitchen appliances in their respective segments, according to the J.D. Power and Associates 2008 Kitchen Appliances Study(SM) released today.
The study measures customer satisfaction in five segments of kitchen appliances: dishwashers; free-standing ranges; built-in cooktops and wall ovens; freezer-on-top style refrigerators; and side-by-side and French door style refrigerators. Customer satisfaction is measured based on performance in six factors: operational performance (including how well the appliance functions, noise level and energy efficiency); operational features (such as the number of settings available and appliance capacity); ease of use; styling and feel; price; and warranty.
For a third consecutive year, Bosch ranks highest in customer satisfaction with dishwashers, performing particularly well in the areas of operational performance (which includes dishwasher noise level and energy efficiency); ease of use; and styling. Following Bosch in the rankings are Kenmore Elite and LG, respectively.
Side-By-Side and French Door Style Refrigerators
For a fourth consecutive year, Samsung ranks highest in satisfying customers with side-by-side and French door style refrigerators. Samsung performs particularly well in four of six factors: operational performance; ease of use; styling and feel; and operational features. Sub-Zero and Kenmore Elite, respectively, follow Samsung in the segment rankings.
Freezer-On-Top Style Refrigerators
Kenmore Elite ranks highest in customer satisfaction with freezer-on-top style refrigerators and performs particularly well in the operational performance, ease of use and operational features factors. Following Kenmore Elite in the segment rankings are Whirlpool Gold and GE Profile, respectively.
Whirlpool Gold ranks highest among free-standing range brands (defined as units containing both a range and oven that are not built into a kitchen countertop), and performs particularly well in operational performance, ease of use and warranty. LG and Kenmore Elite follow Whirlpool Gold in the rankings, respectively.
Built-In Cooktops and Wall Ovens
LG ranks highest in satisfying consumers with built-in cooktops and wall ovens, performing well in operational features, price and warranty. KitchenAid and Kenmore Elite follow LG in the segment rankings, respectively.
"Kitchen appliances are extremely reliable and owners can typically expect
many years of solid performance with low incidences of problems from most
major brands," said
The study finds that, in previous years, price was one of the more important factors contributing to customer satisfaction with kitchen appliances. However, in 2008, price became less important and ease of use became more important in driving satisfaction, indicating that appliance brands that have controls and displays that are easy to use are increasingly distinguishing themselves from competitors.
"As kitchen appliance features, controls and displays become more sophisticated, it is particularly important for manufacturers to ensure that the appliances remain intuitive and simple to use, lest owners become frustrated and dissatisfied with their machines," said Haines. "The fact that price is becoming less important to consumers may reflect that owners are willing to purchase a more expensive appliance in order to obtain greater functionality and value over the life of their machines, which can span between 10 and 15 years."
The study results also include the following key findings:
-- Energy efficiency is a more important driver of satisfaction among dishwasher buyers than among owners of other types of kitchen appliances.
-- Owners of side-by-side and French door style refrigerators are more likely to report experiencing a problem with their appliance (with 13% reporting problems), compared with owners of freezer-on-top style refrigerators (8%). In addition, more than one in four (26%) of side-by-side and French door style refrigerator owners purchased an extended warranty, compared with 17 percent of freezer-on-top style refrigerator owners.
-- Approximately three in four new refrigerator and dishwasher owners report that their appliance is Energy Star(TM) certified. Approximately one-half of new free-standing range or built-in cooktop and wall oven owners say the same.
The 2008 Kitchen Appliances Study is based on responses from 14,782 consumers who purchased one or more new kitchen appliances through a retail store or their new-home builder, or received one through other means (such as a gift) during the previous 24 months. The study was fielded between June and July 2008. For more information and complete rankings on kitchen appliances, please visit JDPower.com.
Customer Satisfaction with Dishwashers J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers Bosch 829 5 Kenmore Elite 814 4 LG 809 4 KitchenAid 806 4 Whirlpool Gold 801 4 Fisher & Paykel 793 4 Jenn-Air 773 3 Maytag 771 3 GE Monogram 767 3 Industry Average 767 3 Frigidaire 765 3 Whirlpool 764 3 GE Profile 747 3 Kenmore 747 3 GE Appliances 728 2 Amana 721 2 Hotpoint 721 2 Customer Satisfaction with Side-by-Side and French Door Style Refrigerators J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers Samsung 819 5 Sub-Zero 813 5 Kenmore Elite 796 4 LG 795 4 GE Monogram 792 3 Jenn-Air 791 3 KitchenAid 791 3 Maytag 790 3 Whirlpool Gold 788 3 Industry Average 786 3 Frigidaire 783 3 Whirlpool 776 3 Hotpoint 774 3 GE Appliances 769 2 Amana 767 2 Kenmore 765 2 Bosch 758 2 GE Profile 757 2 Customer Satisfaction with Freezer-on-Top Style Refrigerators J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers Kenmore Elite 784 5 Whirlpool Gold 778 5 GE Profile 776 5 Whirlpool 761 4 Maytag 758 3 Kenmore 755 3 KitchenAid 754 3 Industry Average 749 3 Amana 741 3 Frigidaire 727 2 GE Appliances 715 2 Hotpoint 690 2 Customer Satisfaction with Free-Standing Ranges J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers Whirlpool Gold 815 5 LG 813 5 Kenmore Elite 801 4 Maytag 801 4 Frigidaire 798 4 GE Profile 788 3 Industry Average 788 3 GE Monogram 787 3 Jenn-Air 787 3 Bosch 785 3 Whirlpool 785 3 KitchenAid 783 3 GE Appliances 779 3 Kenmore 777 3 Amana 760 2 Hotpoint 750 2 Customer Satisfaction with Built-in Cooktops and Wall Ovens J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers LG 806 5 KitchenAid 799 4 Kenmore Elite 798 4 Frigidaire 789 4 Jenn-Air 788 4 Kenmore 784 3 Whirlpool Gold 783 3 GE Monogram 780 3 Industry Average 778 3 Whirlpool 769 3 Bosch 767 3 Maytag 761 2 GE Appliances 747 2 GE Profile 737 2 Power Circle Ratings Legend: 5 - Among the best 4 - Better than most 3 - About average 2 - The rest
About J.D. Power and Associates
Headquartered inWestlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on home building and home improvement, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw- Hill Companies.
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Sales in 2007 were
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