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J.D. Power and Associates Reports:
LG Ranks Highest in Customer Satisfaction with Washing Machines,
While Samsung Ranks Highest in Satisfying Customers with Clothes Dryers
WESTLAKE VILLAGE, Calif.: 27 August 2008 — 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 StudySM released today.
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 1,000-point scale, LG performs particularly well in four of six factors: performance; features; ease of use; and styling. Following LG closely in the rankings is Samsung (829), which performs consistently 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 particularly well in the performance and warranty factors. LG achieves a score of 829 and follows Samsung in the rankings, performing particularly 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.
“Consumers expect major appliances such as washers and dryers to be extremely reliable, so the fact that both LG and Samsung stand out in terms of operational performance is particularly impressive,” said Dale Haines, senior director of the real estate and construction industries practice at J.D. Power and Associates.
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 percent in 2008, compared with 53 percent in 2007. In addition, approximately two-thirds of respondents report that their new laundry appliance is Energy StarTM certified.
The study includes the following key findings:- Laundry appliance owners cite capacity and price as the two most important considerations in selecting a washer or dryer.
- Owners report experiencing very few problems with their laundry appliances. Approximately 9 percent 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 3,300 consumers who purchased clothes washers and more than 3,600 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. The study was fielded between June and July 2008. For more information and complete rankings on major home appliances, please visit JDPower.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate
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2008 Laundry Appliances Study - Interview The 2008 Laundry Appliances 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.  Enlarge Video Player
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