Appliance product reviews on the websites of leading retailers have become an important tool for consumers shopping for new items, a recent survey by J.D. Power revealed.
According to the survey of more than 3,000 individuals who said they intend to purchase a major appliance, while the web is now the go to place for shoppers, how they use the websites of manufacturers and retailers differs.
“Often, brand websites are considered a trusted place for consumers to begin their research process when shopping for an appliance; however, the sites don’t always emphasize the importance of product reviews,” said Dan Lawlor, director of research operations at J.D. Power. “Retailer websites focus less on features and add-ons but highlight product reviews”
Lawlor feels that brands are missing an opportunity to satisfy customers by highlighting relevant product reviews in addition to product, model and feature information.
In the J.D. Power survey, h.h. gregg was ranked as the top retailer website, with a score of 865 out of a possible 900. The home electronics chain improvement of 41 points over its 2013 ranking was attributed to a redesign of its website’s review section and an increase in the overall speed of the website.
Home Depot, Best Buy, Lowe’s and Costco were ranked two through five, respectively.
The website of GE Appliances was ranked number one in the survey. The websites of Frigidaire, Bosch, Whirlpool and LG were ranked two through five respectively on the manufacturer side.