Household Appliances
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HOUSEHOLD APPLIANCES
Fewer and fewer appliances are built to satisfy a single, straightforward need. There are seemingly endless options on the on the market that integrate well into the Internet of Things. How easily can you control your dryer from your phone? Does your fridge help with your shopping list? How intuitive is setup and the user experience? Competitive ACSI benchmarking cuts through the noise to find the key aspects of the customer experience that are really driving the purchasing decisions.
At a glance:
Household Appliances
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2023
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Companies:
6 major companies, plus aggregate of smaller manufacturers
Satisfaction Benchmarks by Company
| Company | 2022 | 2023 | % CHANGE |
|---|---|---|---|
| Household Appliances | 79 | 81 | 3% |
| Haier* | 79 | 82 | 4% |
| LG | 81 | 82 | 1% |
| Whirlpool | 79 | 82 | 4% |
| Samsung | 79 | 81 | 3% |
| Bosch | 75 | 80 | 7% |
| All Others | 79 | 79 | 0% |
| Electrolux | 79 | 78 | -1% |
*Includes GE, Haier, and Hotpoint brands.
Customer Satisfaction by Appliance Type Best in Class
| Appliance Type | Company | 2023 |
|---|---|---|
| Dryer | Whirlpool | 85 |
| Microwave | Samsung | 85 |
| Oven | Samsung | 85 |
| Washer | LG | 85 |
| Dishwasher | Whirlpool | 83 |
| Refrigerator** | Haier* | 82 |
| Refrigerator** | LG | 82 |
*Includes GE, Haier, and Hotpoint brands
** Indicates tie
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 84 |
| Capacity and layout | 75 | 83 |
| Durability | 82 | 83 |
| Exterior design (color, styling, finish) | 82 | 83 |
| Quality of mobile app | 82 | 83 |
| Ease of cleaning | 75 | 82 |
| Energy and/or water efficiency | 75 | 82 |
| Warranty coverage | 78 | 82 |
| Courtesy and helpfulness of service technician* | NM | 81 |
| Ease of arranging service * | NM | 81 |
| Outcome of the service repair* | NM | 81 |
| Timeliness of the service repair* | NM | 81 |
| Website satisfaction | 81 | 81 |
*Represents manufacturer-provided service only.
Industry averages are weighted by companies’ market shares.
2023 results based on data collected July 2022 – June 2023
NM – Not measured