Among washing machine manufacturers, LG ranks highest in customer satisfaction for a third consecutive year, while Samsung ranks highest among clothes dryer manufacturers, according to the J.D. Power and Associates 2008 Laundry Appliances Study.
The study measures customer satisfaction with clothes washers and dryers based on performance in six factors: ease of use; features (such as the number of settings available and appliance capacity); performance (including energy efficiency, noise level and how well the appliance functions); styling and feel; warranty; and value.
For a third consecutive year, LG ranks highest in satisfying customers with clothes washers. Achieving a score of 831 on a 1000-point scale, LG performs well in four of six factors: performance; features; ease of use; and styling. Following LG closely in the rankings is Samsung (829), which performs well across all factors. Kenmore Elite ranks third (819), performing well in the ease of use and features factors.
Samsung ranks highest in customer satisfaction with clothes dryers with a score of 833, performing well in the performance and warranty factors. LG achieves a score of 829 and follows Samsung in the rankings, performing well in ease of use; styling and feel; and features. Kenmore Elite follows both Samsung and LG in the rankings with a score of 815.
The study finds that while effective cleaning or drying performance is the most important driver of overall satisfaction, energy efficiency is also critical to the majority of consumers. The percentage of consumers who purchased high-efficiency washing machines -- which use less water, energy and detergent than traditional washers -- has increased to 60% in 2008, compared with 53% in 2007. In addition, approximately two-thirds of respondents report that their new laundry appliance is Energy Star certified.
The study also found that laundry appliance owners cite capacity and price as the two most important considerations in selecting a washer or dryer; and owners report experiencing very few problems with their laundry appliances. Approximately 9% of washing machine owners and 6 percent of dryer owners say they experienced a problem. One in four laundry appliance owners (26% for washers and 23% for dryers) say they purchased an extended warranty or supplemental service agreement.
The 2008 Laundry Appliances Study is based on responses from more than 3300 consumers who purchased clothes washers and more than 3600 consumers who purchased clothes dryers from a retail store, their new-home builder, or received one through other means (such as a gift) during the past 24 months.
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