J.D. Power: Lowe's is No. 1 in Appliance Retailer Customer Satisfaction
Aug 7, 2013
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Data from a 2013 J.D. Power study ranks Lowe's as the top appliance retailer when it comes to customer satisfaction in the United States. It was the fourth year that Lowe's ranked No. 1.
Sears ranked No. 2 and The Home Depot ranked No. 3. The top three retailers all ranked above the studies Industry Average score.
It was the sixth year for the Appliance Retailer Satisfaction Study, which measures customer satisfaction with the largest appliance retailers based on performance in six factors:
* sales staff and service
* store facility
* delivery service
* installation service
Lowe's scored particularly well in factors of store facility, merchandise, price, delivery service, and installation service. Sears shared the highest score in merchandise with Lowe's. Sears also performed well in sales staff and service.
The study also found that a retailer's large selection and competitive pricing are not enough to satisfy consumers.
The study found that first impressions of sales staff are lasting impressions, and it begins when customers enter the retail store. 76% of surveyed shoppers said they were greeted promptly upon entering the store.
Staff also need to assess customer needs with specific questions, to narrow recommendations to a specific product. On average, 85% of customers said sales staff listened carefully to questions or concerns. Mystery shopping in the second quarter of 2013 found that needs assessment typically took an average of six questions.
The study also identified the primary reasons that shoppers were buying a new appliance:
* 42% were replacing a broken or defective appliance
* 32% were upgrading existing appliances or remodeling
* 20% were buying a new appliance because they moved to a new home
The 2013 study was based on responses from 3,000+ customers who bought laundry or kitchen appliances in the previous 12 months from a major appliance retailer. The study was conducted in January and February 2013.
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