Medium quality coordination check five types of home appliance user satisfaction: the lowest mobile phone

A survey of 59 brands of refrigerators, air conditioners, washing machines, televisions, and mobile phones in five major categories of household appliances and 14 provinces and cities nationwide showed that user satisfaction of home appliances is at a satisfactory level, and refrigerators, air conditioners, and washing machines are three white. The user satisfaction level of electric products is higher than that of TV, and the satisfaction of mobile phone users is the lowest.


The survey conducted by the China Quality Association is aimed at brands with high market share from 2014 to 2015, including 12 brands of refrigerators, air conditioners, washing machines and mobile phones, 11 brands of TVs, and a total of 59 brands. The market share of selected brands is about 90%. The survey selected users covered 14 provinces and cities such as Beijing, Shanghai and Guangdong. The survey indicator system covers brand image, perceived quality, perceived value, satisfaction, complaints and loyalty, including product quality, service quality, failure rate, and fault resolution rate.

According to the survey results, in the five major categories of refrigerators, air conditioners, washing machines, televisions and mobile phones in 2015, the user satisfaction index scores were 82.8, 82.4, 81.3, 79.4, and 76.4 points (out of 100 points), respectively. Upgrade. Among them, the satisfaction of the three white-light markets of refrigerators, air conditioners and washing machines is higher than 80 points, which is a high level. The TV satisfaction level is not as good as the white electricity market, and the mobile phone satisfaction is relatively low.

From the perspective of user loyalty, users' loyalty to white goods is relatively high, and loyalty to TV is relatively low, while mobile phones have higher replacement frequency and lower user loyalty than other home appliances.

The survey also showed that users generally satisfied the delivery and installation services of home appliances and the overall hotline service of the manufacturers, but the satisfaction with after-sales service was low, especially the reasonableness of maintenance charges and the timeliness of on-site maintenance. In the after-sales service of mobile phones, users are most dissatisfied with the convenience of after-sales maintenance. The standardization of mobile phone after-sales channels and the transparency of charging are far from meeting the needs of existing customers.