Lowe’s received the highest customer satisfaction rating among major appliance retailers, according to the J.D. Power and Associates 2008 Appliance Retailers Study released today.
The inaugural study measured customer satisfaction with the largest appliance retailers based on performance in six areas: sales staff, installation service, delivery service, store facility, merchandise and price.
Lowe’s scored 804 on a 1,000-point scale and performed especially well in these areas: installation service, delivery service and store facility.
H.H. Gregg and Best Buy followed Lowe’s in the rankings with scores of 799 and 788, respectively. Sears, at 780 points, fell just below the industry average of 786. Home Depot came in at 769.
“Although many appliance owners typically select a retailer based on the prices of appliances and having appliances in stock and available for delivery,” said Dale Haines of J.D. Power and Associates, “the factors that are most important to overall satisfaction are those related to the retailer’s staff and not the appliance itself. Both Lowe’s and H.H. Gregg demonstrate particular strength in providing reliable and professional sales, delivery and installation personnel.”
Read about the study here.