People who purchase a new appliance primarily because of the price are far less satisfied than those who purchase for long-term benefits such as energy savings or a product guarantee/warranty.
That’s according to the J.D. Power 2024 U.S. Appliance Satisfaction Study which found that consumers who purchased for short-term savings because of a sale have an overall satisfaction of 714 (on a 1,000-point scale) and those who purchased because the product was environmentally friendly or had a warranty or guarantee have an overall satisfaction of 777 and 770, respectively.
Additionally, only 38% of those who purchased for price say they “definitely will” purchase the same brand again compared to 56% for those who purchased because the appliance was environmentally friendly.
When it comes to retailers, Costco (718) ranks highest in customer satisfaction among appliance retailers, followed by The Home Depot (716) and P.C. Richard & Son (709).
“Buying a home appliance based on price is similar to purchasing a plane ticket,” said Michael Taylor, senior managing director of retail intelligence practice at J.D. Power. “When people purchase on a discount or at low-end prices, it does not guarantee high satisfaction. Saving a buck on a durable good purchase today often comes at the expense of long-term satisfaction when buying a home appliance.”
Samsung led all other brands in the appliance categories, including cooktops, freestanding range; wall over-the-range microwave, front-load as well as top-load clothes washers; clothes dryers and refrigerators. KitchenAid ranked highest in customer satisfaction among dishwashers.
The 2024 Appliance Satisfaction Study is based on 15,917 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from January through March 2024.