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Household Appliances

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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

  • Inaugural year:


  • Updated:


  • Most recent data:


  • Companies:

    6 major companies, plus aggregate of smaller manufacturers

Satisfaction Benchmarks by Company

Household Appliances
Anchor Link Company 2022 2023 % CHANGE
Household Appliances 79 81 3%
#haier Haier* 79 82 4%
#lg LG 81 82 1%
#whirlpool Whirlpool 79 82 4%
#samsung Samsung 79 81 3%
#bosch Bosch 75 80 7%
All Others 79 79 0%
#exectrolux Electrolux 79 78 -1%

*Includes GE, Haier, and Hotpoint brands.

Customer Satisfaction by Appliance Type Best in Class

Household Appliances
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

Household Appliances
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


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