LG, IFB and Daikin have the most satisfied users in refrigerator, washing machine and air conditioner categories

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National, August 7, 2019: Pricebaba, India’s largest appliance research site, with a monthly traffic of over 5 million, recently conducted a survey to gauge user satisfaction in three major home appliances – i.e., refrigerators, washing machines and air-conditioners

The pan-India survey, which saw participation from over 10,000+ respondents, gleaned specific insights covering areas such as product performance, after-sales support and brand loyalty, among others. Some of the key insights are highlighted below:

User Satisfaction with Current Home Appliance Brands

  • In the refrigerator category, LG users are the most satisfied with their current refrigerator.
  • In the washing machine category, IFB users are the most satisfied with their current washing machine.
  • In the air conditioner category, Daikin users are the most satisfied with their current air-conditioner.

Frequency of Issues Faced by Users

  • In the refrigerator category, LG users have faced the least issues with their refrigerator.
  • In the washing machine category, Samsung users have faced the least issues with their washing machine.
  • In the air conditioner category, Blue Star users have faced the least issues with their air-conditioner.

Ease of Lodging a Service Compliant

  • In the refrigerator category, Haier (with 62.7%) and Godrej (with 62.6%) have the highest percentage of users saying it’s easy to lodge a service complaint with the respective brands.
  • In the washing machine category, 7 in 10 Godrej users have said it’s easy to lodge a complaint with the brand, which is the highest percentage among top brands.
  • In the air conditioner category, 7 in 10 Daikin users have said it’s easy to lodge a complaint with the brand, which is the highest percentage among top brands.

Service Technician Response Time

  • In the refrigerator category, Haier has the best response time with 46.8% Haier users saying service technicians visit within 24 hours of raising a complaint.
  • In the washing machine category, LG has the best response time with 36.4% LG users saying service technicians visit within 24 hours of raising a complaint.
  • In the air conditioner category, Blue Star and Voltas have the best response time with 26.9% Blue Star users and 26.2% Voltas users saying service technicians visit within 24 hours of raising a complaint.

Competency of Service Technicians 

  • In the refrigerator category, LG has the highest percentage of users (46.3%) saying that its service technicians are competent in fixing the problem.
  • In the washing machine category, LG (with 51.8%) and IFB (with 51.7%) have the highest percentage of users saying that their service technicians are competent in fixing the problem.
  • In the air conditioner category, Blue Star, followed very closely by LG, have the highest percentage of users saying service technicians are competent in fixing the problem.

After-Sales Service and Support

  • In the refrigerator category, Haier has the highest percentage of users who are happy with its after-sales service and support.
  • In the washing machine category, LG has the highest percentage of users (6 in 10) who are happy with its after-sales service and support
  • In the air conditioner category, Blue Star has the highest percentage of users (55.6%) who are happy with its after-sales service and support.

Customer Loyalty

  • In the refrigerator category, LG has the highest customer loyalty with 46.5% LG users saying they will buy from the brand again.
  • In the washing machine category, IFB has the highest customer loyalty with 59.5% IFB users saying they will buy from the brand again
  • In the air conditioner category, Blue Star has the highest customer loyalty with 56.1% Blue Star users saying they will buy from the brand again.

Annkur Agarwal, Co-founder, Pricebaba said, “With so much competition in the market, and brands crowding to gauge interest of the users in home appliances, user satisfaction is the extensive factor on which most consumers choose and stay with the brand.”

“Being an authority in this space, we decided to conduct a first-of-its-kind Home Appliance Satisfaction Study, to find out the best brands in the washing machinerefrigerator and air conditioner categories, according to users. The results were interesting, to say the least. We plan to conduct such studies more regularly to help the industry check the pulse of the Indian home appliance consumer” he added.