Household Appliances and Electronics
Dive deeper into the appliance market with category-specific metrics
Benchmark against leaders across categories with data tailored to major household appliances.
HOUSEHOLD APPLIANCES
AND ELECTRONICS
The shift in consumer lifestyle and rise in spending power has created a need for reliable technology and premium quality when it comes to everyday appliances and electronics. ACSI offers robust, data-driven insights tailored to help category leaders get a deeper understanding of consumer needs and pain points.
At a glance:
Household Appliances
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2021
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Companies:
6 major companies, plus aggregate of smaller manufacturers
Benchmarks by Industry
2021 Customer Experience Benchmarks
| Benchmarks | 2021 |
|---|---|
| Durability | 81 |
| Exterior design (color, styling, finish) | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 79 |
| Website satisfaction | 79 |
| Quality of mobile app | 78 |
| Warranty coverage | 78 |
| Courtesy and helpfulness of service technician | 75 |
| Outcome of the service repair | 74 |
| Timeliness of the service repair | 74 |
| Ease of arranging service | 73 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Household Appliances
| Company | 2020 | 2021 | % Change |
|---|---|---|---|
| Household Appliances | 79 | 78 | -1.3% |
| Samsung | 78 | 80 | 3% |
| All Others | 79 | 79 | 0% |
| LG | 80 | 79 | -1% |
| Electrolux | 79 | 78 | -1% |
| GE Appliances (Haier) | 80 | 78 | -3% |
| Whirlpool | 79 | 77 | -3% |
| Bosch | 79 | 74 | -6% |
Satisfaction Benchmarks by Industry
Televisions and Media Players
| Industry | 2020 | 2021 | % Change |
|---|---|---|---|
| Televisions and Media Players | 80 | 78 | -2.5% |