Whirlpool and Samsung Earn Top Customer Experience Ratings for Major Appliances

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Of the 10 major appliance companies we looked at, Whirlpool earned the highest score with a rating of 60%, putting it in 153rd place overall out of 294 companies across 20 industries. This is Whirlpool’s third win in the five years since appliances were first included in the Ratings, and this year, it is the only major appliance maker to earn a score above a “poor” rating (above 60%).

Samsung, meanwhile, came in second place in the industry with a rating of 59% and a rank of 166th overall. At the other end of the spectrum, Fujitsu not only received the lowest score of any major appliance maker for the second year in a row, it also received the lowest score of any company in the entire Ratings. Its rating of 29% put it in 294th place overall out of the 294 companies we looked at.

1605_Appliances_Rank

All of the appliance company’s scores declined in the past year, with the exception of GE who was not included in the Ratings last year. Fujitsu, however, declined most dramatically, going down 16 percentage points, while Haier decreased by 13 points, and Electrolux went down by 11.

Overall, the major appliance industry averaged a 55% rating in the 2016 Temkin Experience Ratings and came in 16th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 60% to 55%.

1605_Appliances_IndustryAv 1605_Appliances_Overall

 

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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