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Customers most satisfied with these appliance retailers

BY Marianne Wilson

Best Buy ranks highest in customer satisfaction in the $24 billion-plus appliance market.

That's according to the J.D. Power 2017 Appliance Retailer Satisfaction Study. With a score of 857, Best Buy came out on top, ahead of Lowe's (840), The Home Depot (839), Hhgregg (831) and Sears (828). Overall satisfaction with appliance retailers in 2017 is 838 points, up from 821 in 2016.

The study found that having sales staff greets customers promptly has the greatest impact on customer satisfaction. The other key performance indicators (in order of importance) are having the salesperson thank a customer for the purchase; and a neatly arranged appliance display. When each of these top three indicators are met, 50% of customers say they "definitely will" repurchase from the retailer. When only two are met, that percentage drops to 29%. When just one KPI is met, the percentage drops even further to 17%.

“Staying true to such sales basics as customer greeting, appreciation and clean displays are proving to be important aspects related to increased customer satisfaction," said Greg Truex, senior director of the at-home practice at J.D. Power. "By training staff to be attentive to both customer and visual details, retailers may be able to keep those loyal customers and increase sales as the market increases over the next few years."

From the initial in-store greeting to receiving assistance from a store employee, timeliness is the key to customer satisfaction, as the expectation for these interactions to occur is two minutes or less. Customer satisfaction drops significantly from 881 (on a 1,000-point scale) to 834 when the initial greeting takes more than two minutes.

It is also critical for store employees to respond in a timely manner when a customer asks for help. Similarly, overall satisfaction declines significantly when a customer waits more than two minutes to be assisted, compared with waiting less than two minutes (830 vs. 870, respectively).

Following are some loyalty findings of the study:

• Among delighted customers (overall satisfaction scores of 901 and above), 69% say they "definitely will" repurchase from the retailer, compared with the overall study average of 39%.

• Nearly three-fourths (74%) of delighted appliance retailer customers say they "definitely will" recommend the retailer to others, compared with the overall study average of 43%.

• Among delighted customers, the average number of positive recommendations is 4.0, compared with the overall study average of 2.7.

Now in its 10th year, the Appliance Retailer Satisfaction Study measures customer satisfaction with appliance retailers by examining seven factors (in order of importance): sales staff and service; store facility; price; delivery service; sales and promotions; merchandise; and installation service. The study is based on responses from 2,822 customers who purchased major home appliances from a multiregional appliance retailer within the previous 12 months. 

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Readers Respond: On housing affordability

BY HBSDealer Staff

The U.S. as a whole has been grappling with issues of housing affordability, but especially in expensive coastal areas like California.

Everyone has an idea of what it'll take to increase the homeownership rate in America, and the opinions were varied among our readers.

The most popular option, at 36%, was to impose fewer regulations on builders.

But another 32% seemed to think there was another answer beyond the obvious ones.

Only 18% seemed to think the solution was to increase the housing supply, and 14% voted for "more regulations to strengthen affordable housing."

What do you think? There's still time to take the poll.

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D.Canardo says:
Jul-14-2017 02:19 pm

was trying to take the poll
was trying to take the poll and I got sent to this page.

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Marketing Magic: There’s a water park coming to the city

BY HBSDealer Staff

LG is doing something kind of different with its marketing this summer.

In order to promote the new LG QuadWash dishwasher, LG will be participating in the 10th Annual "Citi Summer Streets" program, which will basically turn New York City into a water park exhibit.

The "LG QuadWash Water Park" will span 6,750 square feet (two and a half times bigger than a tennis court) and will immerse visitors in water to evoke the new LG QuadWash dishwashers' advanced four spray arm technology.

The water park will be located at the corner of 71st Street and Park Avenue during Citi Summer Streets 2017.

Citi Summer Streets has been presented by the Department of Transportation since 2008 along nearly seven miles of Manhattan streets, closing them to vehicular traffic and opening them to the public for outdoor recreation.

"Citi Summer Streets is the ideal venue to make a splash with our newest dishwasher innovation with the first-ever water park modeled after a massive dishwasher," said Peggy Ang, head of home appliance brand marketing at LG Electronics USA. "This summer, we're launching a brand-new line of LG dishwashers with our industry-first LG QuadWash technology that stands apart from the competition because it harnesses the power of four spray arms instead of two, getting dirty dishes clean the first time without ever having to prewash or rewash."

New York City Department of Transportation Commissioner Polly Trottenberg applauded LG's role as a sponsor of the 2017 Citi Summer Streets festival. "Offering New Yorkers a unique and fun way to cool off in the dog days of summer over three weekends in August, the LG QuadWash Water Park is sure to be a prime attraction at this year's event and an exciting enhancement for our milestone 10th anniversary," she said.

The water park will feature a giant inflatable water attraction modeled after both the exterior and interior elements of the LG QuadWash dishwasher, as well as obstacle courses soaked by powerful jet streams, massive slides in the shape of cutlery, and hanging glide rails for kids of all ages to zoom down into pools of water.

Visitors will also be able to hang from the "3rd Rack" or use the "Glide Rail" slide, zones that were modeled after the LG QuadWash EasyRack Plus system, which adjusts to just about any load of dishes.

The exhibit will be 30 feet wide by 50 feet long and hold up to 25-30 people at a time.

There will also be cabanas where people can sit and relax.

Citi Summer Streets takes place over three consecutive Saturdays on August 5, 12 and 19, from 7 a.m. to 1 p.m. The route starts at Lafayette and Chamber Streets by the Brooklyn Bridge, travels up Lafayette Street and Park Avenue to 72nd Street and ends at East 72nd Street and Central Park. 

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