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Household Appliances

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HOUSEHOLD APPLIANCES

Fewer and fewer appliances are built to satisfy a single, straightforward need. There are seemingly endless options on the on the market that integrate well into the Internet of Things. How easily can you control your dryer from your phone? Does your fridge help with your shopping list? How intuitive is setup and the user experience? Competitive ACSI benchmarking cuts through the noise to find the key aspects of the customer experience that are really driving the purchasing decisions.

At a glance:

Household Appliances

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2025

  • Companies:

    6 major companies, plus aggregate of smaller manufacturers

Satisfaction Benchmarks by Company

Household Appliances
Anchor Link Company 2024 2025 % CHANGE
Household Appliances 80 81 1%
#samsung Samsung 81 82 1%
#whirlpool Whirlpool 83 82 -1%
#lg LG 82 81 -1%
All Others 80 80 0%
#bosch Bosch 78 80 3%
#electrolux Electrolux 79 80 1%
#haier Haier* 79 80 1%

*Includes GE, Haier, and Hotpoint brands.

Customer Satisfaction by Appliance Type Best in Class

Household Appliances
Appliance Type Company 2025
Dishwasher* Bosch 82
Dishwasher* LG 82
Dryer* Samsung 82
Dryer* Whirlpool 82
Over-the-Range Microwave Whirlpool 85
Range/Cooktop/Oven Haier** 83
Refrigerator Whirlpool 84
Washer LG 84

* Indicates tie
**Includes GE, Haier, and Hotpoint brands

Customer Experience Benchmarks Year-Over-Year Industry Trends

Household Appliances
Benchmarks 2024 2025
Reliability of mobile app (minimal down time, crashes, lags) 81 84
Capacity and layout 82 83
Durability 83 83
Exterior design (color, styling, finish) 83 83
Ease of cleaning the appliance 82 82
Energy and/or water efficiency 82 82
Quality of mobile app 82 82
Warranty coverage 81 82
Website satisfaction 80 82
Outcome of the service repair* 76 79
Courtesy and helpfulness of service technician* 75 76
Ease of arranging service* 77 76
Timeliness of the service repair* 74 76
Call center satisfaction 73 74

*Represents manufacturer-provided service only.

 

Industry average are weighted by companies’ market shares
Data collected between July 2024 and June 2025

 

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