Samsung Tops Customer Satisfaction with 50-Inch or Larger TVs

Samsung 75-inch Smart LED TV.

Samsung 75-inch Smart LED TV.

COSTA MESA, CA — Samsung ranks highest in customer satisfaction with 50-inch or larger TVs, while Sony ranks highest in satisfaction with TVs smaller than 50 inches, according to the newly released J.D. Power 2016 Television (TV) Satisfaction Report.

Regardless of the size of the TV they purchase, shoppers focus on finding value. Among customers who recently purchased a television, 67% of those with a TV smaller than 50 inches and 55% of those with a TV 50 inches or larger cite price as the primary reason for their selection.

“Price is always a factor when selecting a television, but consumers should also consider how they plan to use the TV and select a model that will meet their needs, whether it is watching sports, playing video games or enjoying movies,” said Greg Truex, senior director of service industries at J.D. Power. “There are several TV technologies available, each with their own pros and cons. Picture resolution, processor speed and sound quality all affect satisfaction with the TV.”

Samsung ranks highest in the 50-inch or larger TV segment with a score of 859. Sony ranks highest in the smaller than 50-inch TV segment with a score of 843.

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

KEY FINDINGS

  • Overall satisfaction is higher among customers who purchased a TV 50 inches or larger (845) than among those who purchased a TV smaller than 50 inches (812).
  • Both groups of customers indicate that the in-store display was their primary source of information during the shopping process, with 22% saying they relied primarily on the in-store displays.
  • The report finds that 80% of customers with TVs 50 inches or larger and 59% of those with TVs smaller than 50 inches have a smart TV.
  • Customers with a TV 50 inches or larger are more likely to access video on demand, social media, cloud storage and Web browsers than are those with a TV smaller than 50 inches.
  • More customers with a TV 50 inches or larger indicate they purchased one with a curved screen or 4K Ultra HD, compared to those with a TV smaller than 50 inches (27% vs. 17%, respectively, for curved screens and 52% vs. 25% for 4K Ultra HD).
  • The most common problems customers report with their TV are glare and/or reflection (25%); the TV doesn’t connect to Wi-Fi (18%); the remote control does not work properly (13%); and the sound is distorted, low or missing (13%).

The 2016 Television (TV) Satisfaction Report is based on responses from more than 3,733 customers who purchased a TV in the past 12 months. The study was fielded in June 2016.

Study Rankings

50-Inch or Larger TV Segment

Overall Customer Satisfaction Index Scores 

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)                          

For Consumers 

Samsung

859

5

LG Electronics

856

5

Sony

856

5

Report Average

845

3

Emerson

829

2

Sharp

824

2

Vizio

824

2

 

Smaller than 50-Inch TV

Overall Customer Satisfaction Index Scores 

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)                           

For Consumers

Sony

843

5

Samsung

838

5

LG Electronics

823

4

Report Average

812

3

Hisense

805

3

Vizio

803

3

Emerson

802

3

Element

746

2

 

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

Award-Eligible Television (TV) Brands Included in the Study

Company Name

President Name

Company Address

Element Electronics

Mike O’Shaughnessy

Eden Prairie, Minn.

Emerson

Hon, Tak Kwong

Hackensack, N.J.

Hisense

Shumin, Yu

Qingdao, China

LG Electronics

Jung, Do-Hyun

Seoul, South Korea

Samsung

Jong-Kyun Shin

Gyeonggi-do, South Korea

Sharp

Takahashi, Kozo

Osaka, Japan

Sony

Hirai, Kazuo

Tokyo, Japan

Vizio

Wong, Ben

Irvine, Calif.