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:
2024
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Companies:
6 major companies, plus aggregate of smaller manufacturers
Satisfaction Benchmarks by Company
| Anchor Link | Company | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Household Appliances | 81 | 80 | -1% | |
| #whirlpool | Whirlpool | 82 | 83 | 1% |
| #lg | LG | 82 | 82 | 0% |
| #samsung | Samsung | 81 | 81 | 0% |
| All Others | 79 | 80 | 1% | |
| #electrolux | Electrolux | 78 | 79 | 1% |
| #haier | Haier* | 82 | 79 | -4% |
| #bosch | Bosch | 80 | 78 | -3% |
*Includes GE, Haier, and Hotpoint brands.
Customer Satisfaction by Appliance Type Best in Class
| Appliance Type | Company | 2024 |
|---|---|---|
| Dishwasher | Whirlpool | 83 |
| Dryer | LG | 85 |
| Microwave | Whirlpool | 86 |
| Oven | Haier* | 81 |
| Refrigerator** | Samsung | 83 |
| Refrigerator** | Whirlpool | 83 |
| Washer | Samsung | 84 |
*Includes GE, Haier, and Hotpoint brands
** Indicates tie
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Durability | 83 | 83 |
| Exterior design (color, styling, finish) | 83 | 83 |
| Capacity and layout | 83 | 82 |
| Ease of cleaning | 82 | 82 |
| Energy and/or water efficiency | 82 | 82 |
| Quality of mobile app | 83 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 84 | 81 |
| Warranty coverage | 82 | 81 |
| Website satisfaction | 81 | 80 |
| Ease of arranging service * | 81 | 77 |
| Outcome of the service repair* | 81 | 76 |
| Courtesy and helpfulness of service technician* | 81 | 75 |
| Timeliness of the service repair* | 81 | 74 |
| Call Center Satisfaction** | NM | 73 |
*Represents manufacturer-provided service only.
**Metric added in 2024
NM – Not Measured
Industry average are weighted by companies’ market shares
Data collected between July 2023 and June 2024