U.S. Appliance Reliability Service Study
Measure Appliance Reliability and Service Excellence
The Appliance Reliability & Service Study provides benchmarking insights on the reliability of major household appliances purchased in the past one to three years, plus the service experience for customers who had an in-home technician visit. It evaluates technician quality across six core service dimensions.
What the Study Measures
A Complete View of Appliance Reliability and Service
Service experience is measured across six core technician performance metrics:
• Ease of scheduling the technician visit
• Timeliness of completing the work
• Quality of the work performed
• Courtesy of the technician
• Knowledge of the technician
• Professionalism of the service technician
Includes:
• Reliability benchmarking for appliances owned one to three years
• Segments across dishwashers, cooking, refrigerators, laundry
• PowerSource benchmark reporting
• Performance Report eligibility
How It Works
How the Appliance Reliability & Service Study Works
• Surveys customers who bought appliances in past 1-3 years
• Measures appliance reliability data across major product categories
• Evaluates in-home technician service performance on six dimensions
• Fielding begins May 2026 for 2026 study
• Publish date October 29, 2026
• Subscribers access PowerSource for benchmarking
Core Strengths
Win on Reliability and Service
• Benchmark reliability across major appliance categories
• Identify gaps in in-home service and customer experiences
• Track technician performance metrics across six core dimensions
• Analyze competitive strengths and weaknesses by segment
• Improve product quality, warranty strategy, and service operations
Business Impact
Improve Appliance Reliability Scores and Service Experience
• Reduces product returns through appliance reliability improvements over 1-3 years
• Improves technician performance across six core service dimensions
• Strengthens brand reputation through award recognition
• Aligns service investment with customer-valued quality and timeliness
• Differentiates across dishwashers, cooking, refrigerators, and laundry
Key Dates
2025
Fielding Begins: June 2025
Publish: September 25, 2025
Press release: September 25, 2025
2026
Fielding Begins: May 2026
Publish: October 29, 2026
Press release: October 29, 2026
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the Appliance Reliability & Service Study as a prerequisite.
2026 Brands Targeted to be Profiled
Profiled Brands
Dishwashers
Bosch
Frigidaire
GE Appliances
KitchenAid
LG
Samsung
Whirlpool
Cooking Appliances
Bosch
Frigidaire
GE Appliances
KitchenAid
LG
Samsung
Whirlpool
Refrigerators
Frigidaire
GE Appliances
LG
Samsung
Whirlpool
Clothes Washers
GE Appliances
LG
Maytag
Samsung
Whirlpool
Clothes Dryers
GE Appliances
LG
Maytag
Samsung
Whirlpool
Clothes Dryers
GE Appliances
LG
Maytag
Samsung
Whirlpool
Service
Bosch
Frigidaire
GE Appliances
KitchenAid
LG
Maytag
Samsung
Whirlpool
Designed for Appliance Brand Leaders
• Product quality and reliability executives
• After-sales service and warranty leaders
• Customer experience and contact center heads
• Field service operations managers
• Brand and marketing strategy leaders
• Competitive intelligence teams
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
