JD Power has said that Best Buy has been ranked highest in customer satisfaction for the third consecutive year in its 2019 appliance retailer satisfaction study.
US multinational consumer electronics retailer Best Buy had a score of 864, while another US retail firm Lowe’s stood at second place with a score of 857.
The study, which was carried out in January, is based on responses from 2,028 customers who bought appliances from a major appliance retailer in the last 12 months.
It found that from store to home, appliance retailers must be consistent with customer service.
According to the study, from the moment the shopping experience starts on the store floor, appliance retailers should make a better impression with shoppers, beginning with the sales staff interaction till home delivery and installation.
JD Power director of the at-home practice Christina Cooley said: “Sales staff and service, and home delivery and installation are the most impactful factors on customer satisfaction for appliance retailers.
“If retailers can remain consistent from start to the final finish of installation, they will have the most satisfied customers and a leg up in such a competitive market.”
The study measures customer satisfaction with appliance retailers by focusing on seven factors such as sales staff and service, store facility, price, delivery service, promotions, merchandise, and installation.
JD Power provides consumer insights, advisory services and data and analytics to help its clients drive customer satisfaction, growth and profitability.
The company was established in 1968 with has offices serving North America, South America, Asia-Pacific, and Europe.