From the moment shoppers enter the store floor, appliance retailers must make a great impression. According to the J.D. Power 2019 Appliance Retailer Satisfaction Study, the shopping experience starts with the sales staff interaction and follows through to home delivery and installation.
“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.”
Best Buy ranks highest in customer satisfaction with a score of 864, followed by Lowe’s (857).
The 2019 Appliance Retailer Satisfaction Study is based on responses from 2,028 customers who purchased appliances from a major appliance retailer in the last 12 months. The study was fielded in January 2019.