Brick and Mortar Dominates Home Appliance Sales, J.D. Power Finds

Three-Quarters of Purchases Occur on First Store Visit

Nearly three-fourths (71%) of home appliance purchases happen in-store and 75% of appliance purchases occur on the first visit to the store, according to the J.D. Power 2023 U.S. Appliance Satisfaction Study,^SM released today. Though 29% of purchases take place online, most shoppers still want to see the appliance in person.

“This year’s data shows us that 56% of home appliance shoppers are doing their research online before heading in store to purchase,” said Christina Cooley, home intelligence lead at J.D. Power. “Though price is almost always going to be the main driver of whether someone decides to purchase an appliance or not, one-third of buyers did not purchase because they were seeking specific options and features and one-fifth indicated they couldn’t purchase, as their desired appliance wasn’t in stock.”

The study measures customer satisfaction in 12 segments of major home appliances: cooktops; freestanding ranges; wall ovens; over-the-range microwaves; dishwashers; French door refrigerators; side-by-side refrigerators; top-mount freezer, two-door refrigerators; front-load clothes washers; top-load clothes washers; clothes dryers; and appliance retailers.

Study Rankings

Cooktop

Samsung (892) ranks highest in customer satisfaction among cooktops, followed by Whirlpool (887).

Freestanding Range

Samsung (897) ranks highest in customer satisfaction among freestanding ranges, followed by LG (894) and Whirlpool (891).

Wall Oven

KitchenAid (897) ranks highest in customer satisfaction among wall ovens, followed by Whirlpool (883).

Over-the-Range Microwave

LG and Samsung (885) rank highest in a tie in customer satisfaction among over-the-range microwaves, followed by Whirlpool (877).

Dishwasher

KitchenAid (880) ranks highest in customer satisfaction among dishwashers, followed by Samsung (877) and Bosch (874).

French Door Refrigerator

Samsung (895) ranks highest in customer satisfaction among French door refrigerators. LG (887) ranks second.

Side-by-Side Refrigerator

LG (898) ranks highest in customer satisfaction among side-by-side refrigerators and is followed by Samsung (889).

Top-Mount Freezer, Two-Door Refrigerator

Samsung (860) ranks highest in customer satisfaction among top-mount freezer refrigerators, followed by LG (856) and Frigidaire and Whirlpool (854) rank third in a tie.

Front-Load Clothes Washer

Samsung (892) ranks highest in customer satisfaction among front-load washers.

Top-Load Clothes Washer

Samsung (889) ranks highest in customer satisfaction among top-load washers, followed by LG (884) and Whirlpool (881).

Clothes Dryer

Samsung (893) ranks highest in customer satisfaction among clothes dryers, followed by Whirlpool (884).

Appliance Retailer

Menards (887) ranks highest in customer satisfaction among appliance retailers, followed by The Home Depot (867) and Best Buy (865).

The 2023 Appliance Satisfaction Study is based on 21,062 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from December 2022 through March 2023.

For more information about the J.D. Power Appliance Satisfaction Study, visit https://www.jdpower.com/business/home/appliance-satisfaction-study.

To see the rank charts for each segment, visit: http://www.jdpower.com/pr-id/2023076.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

View source version on businesswire.com: https://www.businesswire.com/news/home/20230720077300/en/