Samsung and Sony Rule the Roost in Consumer Satisfaction for TV’s

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By J.D. Power, Special for USDR

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 J.D. Power 2016 Television (TV) Satisfaction Report,^SM released today.

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.