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.


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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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