Yesterday, market research firm J. D. Power published its annual High Definition Television Satisfaction Report surveying customers who recently purchased an HDTV. Samsung won the top spot for both HDTV categories- under 50-inch screens as well 50-inch and larger models. Vizio, which held the overall top spot in 2012 and 2013 (with a 1st place tie in the under 50-inch category) plummeted to 3rd place in the latest under 50-inch survey, being bested by LG (2nd) and Samsung (1st).
Vizio tumbled down to 5th place in the large screen category, from 4th place in 2013 and 1st place with all screen sizes in 2012.
The details after the break.
Dan Lawlor, J.D. Power Director, Global Research Operations told HD Guru in a phone interview about the seven criteria used to determine customer satisfaction with the results being weighed in the following order: Performance; Reliability; Ease of Operation; Style/Appearance ; Features; Price; and Warranty.
We asked which criteria caused the number two US seller of HDTVs, Vizio to drop so abruptly, his response was J.D. Power does not provide that specific information within its survey.
However, at HD Guru we know in late 2012 Vizio recalled a number of its 60 and 70-inch TVs citing the loss of video “due to premature failure of a chip assembly sourced from a supplier ” according to the Vizio website. In addition, Vizio continues to receive a high number of consumer complaints regarding product reliability, as seen at consumeraffairs.com
They list 1,000 Vizio complaints with 79% of owners giving Vizio its lowest “satisfaction” rating.
Below are the key findings and methodology as provided by J.D. Power
“Customers purchasing a smaller HDTV tend to be more price conscious than those purchasing a larger HDTV,” said Christina Cooley, director in the diversified services industries practice at J.D. Power. “Yet, we find that customers who buy larger HDTVs are more likely to research brands and features before making their purchase compared with customers purchasing smaller HDTVs.”
The report measures satisfaction with HDTVs among customers who purchased one in the past 12 months. Satisfaction is evaluated across seven factors: performance; reliability; ease of operation; style/appearance; features; price; and warranty.
Overall customer satisfaction with an HDTV smaller than 50 inches is 844 (on a 1,000-point scale).
Overall customer satisfaction with an HDTV 50 inches or larger is 870.
Among customers who purchased an HDTV that is 50 inches or larger, picture quality and price are cited most often as the reasons for their selection (62%). Among customers who purchased an HDTV smaller than 50 inches, price (73%) is the leading reason, followed by screen size (53%).
The report finds that among customers who purchased a 50-inch or larger HDTV, 32 percent visited the retailer’s website, compared with 26 percent among those who purchased an HDTV smaller than 50 inches.
Both groups of customers indicate that the in-store display was their primary source of information during the shopping process, with approximately half indicating they relied primarily on the in-store displays.
The report finds that 72 percent of customers with HDTVs 50 inches or larger and 37 percent of those with HDTVs smaller than 50 inches have a smart TV. In comparison, 35 percent of customers with HDTVs 50 inches or larger and 11 percent of those with HDTVs smaller than 50 inches have a 3D TV.
The 2014 High-Definition Television (HDTV) Satisfaction Report is based on the responses of more than 4,000 customers who purchased an HDTV in the past 12 months. The study was fielded in June 2014. ”
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