An Increase in Home Appliance Technology Brings Decrease in Satisfaction, J.D. Power Finds

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TROY, Mich.--(BUSINESS WIRE)--Jul 17, 2025--

With home appliances becoming more connected with increased technologies, customer concerns about durability, functionality and performance have increased, according to the J.D. Power 2025 U.S. Appliance Satisfaction Study, SM released today. Overall satisfaction has dropped 11 points (on a 1,000-point scale) to 699 from 710 in 2024. Additionally, durability satisfaction decreased 11 points to 695; features and settings satisfaction decreased 13 points to 668; and ease of use satisfaction decreased 9 points to 730.

“Increased connectivity often leads to increased confusion,” said Michael Taylor, senior managing director of retail intelligence practice at J.D. Power. “Our data shows that younger generations—particularly Gen Y 1 and Gen Z—tend to expect a more intuitive user experience, yet they report more issues. We've also found that customers with Wi-Fi-connected appliances encounter more problems overall. Regardless of age, the takeaway is clear: simplicity in design and functionality can be an advantage.”

The study measures customer satisfaction in 12 segments of major home appliances: cooktops; freestanding ranges; wall ovens; over-the-range microwaves; dishwashers; French door refrigerators; side-by-side refrigerators; top-mount freezer, two-door refrigerators; front-load clothes washers; top-load clothes washers; clothes dryers; and appliance retailers.

Study Rankings

Cooktop
Whirlpool (718) ranks highest in customer satisfaction among cooktops. Samsung (717) ranks second and Bosch (704) ranks third.

Freestanding Range
LG (691) and Samsung (691) rank highest in a tie in customer satisfaction among freestanding ranges. Frigidaire (687) ranks third.

Wall Oven
Bosch (749) ranks highest in customer satisfaction among wall ovens. Whirlpool (705) ranks second and Frigidaire (697) ranks third.

Over-the-Range Microwave
Frigidaire (736) ranks highest in customer satisfaction among over-the-range microwaves. Whirlpool (707) ranks second and Samsung (704) ranks third.

Dishwasher
Bosch (711) ranks highest in customer satisfaction among dishwashers. Samsung (699) ranks second and Whirlpool (696) ranks third.

French Door Refrigerator
LG (724) ranks highest in customer satisfaction among French door refrigerators. Samsung (718) ranks second.

Side-by-Side Refrigerator
LG (713) ranks highest in customer satisfaction among side-by-side refrigerators. GE (709) ranks second and Samsung (707) ranks third.

Top-Mount Freezer, Two-Door Refrigerator
Samsung (686) ranks highest in customer satisfaction among top-mount freezer refrigerators. Whirlpool (672) ranks second.

Front-Load Clothes Washer
GE (725) ranks highest in customer satisfaction among front-load washers. LG (721) ranks second and Samsung (713) ranks third.

Top-Load Clothes Washer
Samsung (724) ranks highest in customer satisfaction among top-load washers. Maytag (700) ranks second.

Clothes Dryer
LG (709) ranks highest in customer satisfaction among clothes dryers. Samsung (705) ranks second.

Appliance Retailer
The Home Depot (700) ranks highest in customer satisfaction among appliance retailers. Best Buy (689) ranks second.

See the rank charts for each segment http://www.jdpower.com/pr-id/2025071.

The 2025 U.S. Appliance Satisfaction Study is based on 15,884 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from July 2024 through April 2025.

For more information about the U.S. Appliance Satisfaction Study, visit https://www.jdpower.com/business/home/appliance-satisfaction-study.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info

1 J.D. Power defines Pre-Boomers as born before 1946; Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); Gen Z (1995-2009). Millennials (1982-1994) are a subset of Gen Y.

View source version on businesswire.com:https://www.businesswire.com/news/home/20250717221869/en/

CONTACT: Media Relations Contacts

Geno Effler, J.D. Power; West Coast; 714-621-6224; [email protected]

John Roderick; East Coast; 631-584-2200; [email protected]

KEYWORD: UNITED STATES NORTH AMERICA MICHIGAN

INDUSTRY KEYWORD: RETAIL HOME GOODS DATA ANALYTICS PROFESSIONAL SERVICES

SOURCE: J.D. Power

Copyright Business Wire 2025.

PUB: 07/17/2025 07:00 AM/DISC: 07/17/2025 07:00 AM

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