The 2019 J.D. Power Appliance Retailer Satisfaction study found that Best Buy beats its competitors in customer satisfaction.
The study also found that clients rely on first impressions and have a high expectation for good customer support all the way through the purchasing and installation process.
“Sales staff and service, and home delivery and installation are the most impactful factors on customer satisfaction for appliance retailers,” says Christina Cooley, director of the At-Home Practice at J.D. Power. “If retailers can remain consistent from start to the final finish of installation, they will have the most satisfied customers and a leg up in such a competitive market.”
In the 2019 study, Best Buy ranked highest in customer satisfaction with a score of 864 out of 1,000. It was followed by Lowe’s (857), Home Depot (854), and Sears (842).
The J.D. Power 2019 Appliance Retailer Satisfaction Study, fielded in January 2019, saw responses from 2,028 customers who had purchased appliances from a major appliance retailer in the last 12 months. It measures customer satisfaction based on seven factors, including sales staff and service; store facility; price; delivery service; sales and promotions; merchandise; and installation service.
J.D. Power says the survey is designed to provide “the appliance retailer industry with insights into the evolving needs and demands of customers.” It does this by examining shopping patterns and habits and consumer perceptions.