Samsung Ranks Highest in Customer Satisfaction with HDTVs

Shoppers Seek Good Value when Purchasing a High-Definition TV

News provided by

J.D. Power

Jun 25, 2015, 08:00 ET

WESTLAKE VILLAGE, Calif., June 25, 2015 /PRNewswire/ -- Samsung ranks highest in customer satisfaction with both smaller than 50-inch and 50-inch or larger HDTVs, according to the J.D. Power 2015 High-Definition Television (HDTV) Satisfaction ReportSM released today.

Regardless of the size of the HDTV they purchase, shoppers focus on finding value. Among customers who recently purchased a high-definition television, 69 percent of those with an HDTV smaller than 50 inches and 63 percent of those with an HDTV larger than 50 inches cite price as the primary reason for their selection.

"Getting good value for their budget is top of mind for customers as they shop for a high-definition TV," said Christina Cooley, director in the diversified services industries practice at J.D. Power. "However, it is incredibly important that customers also consider other value-added aspects of the TV to match their personal preferences beyond price, such as picture resolution, sound quality or whether it has a smart TV feature. Ultimately, those aspects can also have a large impact on customers' satisfaction with their HDTV."

Samsung ranks highest in the 50-inch or larger HDTV segment with a score of 871. Samsung also ranks highest in the smaller than 50-inch HDTV segment with a score of 856.

The report measures satisfaction with HDTVs among customers who purchased one in the past 12 months. Satisfaction is evaluated across seven factors: performance; reliability; features; price; ease of operation; style/appearance; and warranty. Satisfaction is calculated on a 1,000-point scale.

KEY FINDINGS

  • Overall satisfaction is higher among customers who purchased an HDTV 50 inches or larger (859) than among those who purchased an HDTV smaller than 50 inches (839).
  • Both groups of customers indicate that the in-store display was their primary source of information during the shopping process, with approximately half saying they relied primarily on the in-store displays.
  • The report finds that 75 percent of customers with HDTVs 50 inches or larger and 51 percent of those with HDTVs smaller than 50 inches have a smart TV.
  • Customers with an HDTV 50 inches or larger are more likely to access video on demand and social media than are those with an HDTV smaller than 50 inches.
  • More customers with an HDTV 50 inches or larger indicate that they purchased one with a curved screen or 4K Ultra HD compared to those with an HDTV smaller than 50 inches (16% vs 8%, respectively, for curved screens and 22% vs. 9% for 4K Ultra HD).

The 2015 High-Definition Television (HDTV) Satisfaction Report is based on responses from more than 3,750 customers who purchased an HDTV in the past 12 months. The study was fielded in May 2015.

Overall Customer Satisfaction Index Rankings




J.D. Power.com Power Circle RatingsTM

(Based on a 1,000-point scale)




For Consumers





50-Inch or Larger HDTV





Samsung

871


5

Vizio

867


5

Report Average

859


3

LG Electronics

857


3

Sharp

847


2

Emerson

818


2






Smaller than 50-Inch HDTV





Samsung

856


5

LG Electronics

846


4

Report Average

839


3

Vizio

834


3

Emerson

821


2

RCA

818


2

Element

809


2

Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]

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SOURCE J.D. Power

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