For the third year in a row, LG takes top marks in customer satisfaction for washing machines; Samsung wins for dryers in the just-released study.
Based on responses from more than 3,300 consumers who purchased clothes washers and more than 3,600 consumers who purchased clothes dryers during the past 24 months, the study measures customer satisfaction based on six parameters: ease of use; features like available settings and capacity; performance parameters such as energy efficiency, noise level and how well the appliance functions; styling and feel; warranty, and value.
In the study, LG gets 831 on a 1,000-point scale for washers. The industry average score was 781. The firm says LG fared particularly well in performance, features, ease of use, and styling. Samsung comes second, followed by Kenmore Elite, Bosch, Fisher and Paykel, Frigidaire and GE Profile, all of which scored above the industry average. Below average were Maytag, Whirlpool, Kenmore, GE, Amana, Estate Hotpoint and Roper.
Among dryers, Samsung tapped out at 833, performing particularly well in the performance and warranty factors. LG was second with 829, with Kenmore Elite third.
"Consumers expect major appliances such as washers and dryers to be extremely reliable, so the fact that both LG and Samsung stand out in terms of operational performance is particularly impressive," said Dale Haines, senior director of the real estate and construction industries practice at J.D. Power and Associates, in a prepared statement.
J.D. Power says that the percentage of consumers who purchased energy-efficient washers that also use less water and detergent has increased 60% this year, versus 53% last year. Two-thirds of survey respondents say their new laundry appliance is certified by Energy Star.
Study respondents said capacity and price were the two most important considerations when they were shopping for the machines. After purchase, only 9% of washing machine owners and 6% of owners of dryers said they experienced a problem.
One in four laundry appliance owners said they purchased an extended warranty or supplemental service agreement.