Large Capacity And Multifunctional Washing Machines Are Favored By Users
The China Quality Association recently released the user satisfaction evaluation results for the electric water heater and washing machine industry in 2023. The results show that in 2023, the satisfaction rate of users in the electric water heater industry was 84 out of 100, an increase of 1 point year-on-year, reaching a historic high. The scores for industry brand image, product quality, and perceived value reached 84.5 points, 85 points, and 83.5 points respectively, with a year-on-year increase of 0.7 points, 1.6 points, and 1.7 points; The user loyalty score is 84 points, an increase of 1 point year-on-year. The user satisfaction score for the washing machine industry is 84 points, which is the same as last year. The brand image, perceived quality, and perceived value scores have all improved.
The China Quality Association pointed out that the electric water heater industry has strengthened the application of new technologies, promoted product upgrading and iteration, and developed products towards high-end, intelligent, and green development, meeting the growing needs of users and effectively improving user satisfaction and loyalty. The washing machine industry continuously meets the upgrading needs of users by increasing the added value of products. Large capacity and multifunctional washing machines are loved by users, but the experience in energy conservation, quietness, health, intelligence, and other aspects has not yet met user expectations. The user complaint rate has increased by 1 percentage point year-on-year.
The evaluation results show that electric water heater products with intelligent functions are more favored by users. In 2023, user satisfaction with smart electric water heaters increased by 1 point year-on-year, which is 2 points higher than that of non smart electric water heater users. Users have higher satisfaction ratings for products with intelligent functions such as automatic sterilization, self-cleaning of the inner tank, and voice control. In terms of product quality, satisfaction with power consumption increased by 2.5 points year-on-year, with the largest improvement among all product quality indicators. The China Quality Association stated that the improvement in electricity consumption satisfaction indicates the importance that electric water heater companies attach to low-energy products, reflecting the trend of energy conservation and environmental protection in the industry.
In the washing machine industry, multifunctional washing machines are highly recognized by users. The satisfaction score of the washing and drying set is 88 points, which is 4 points higher than the industry average. It has obvious advantages in washing, dehydration, sterilization, and clothing care. The satisfaction score of the washing and drying integrated machine is 85 points, which is 1 point higher than the industry average. It performs well in terms of washing effect, intelligent function, and appearance design. However, the user satisfaction of traditional single drum and wave wheel washing machines is lower than the industry average.
According to the evaluation results, in the electric water heater industry, poor health antibacterial effect has become a new pain point in user experience. The main reasons for user complaints are poor antibacterial effect, the presence of scale, unclean water quality, difficulty in internal cleaning, and the easy growth of bacteria. In the washing machine industry, energy-saving and silent effects, health and intelligent functions need to be improved. Users hope to intelligently adjust their water consumption based on their clothing situation, and can view power consumption, water consumption, etc. through their mobile phones.
It is reported that in 2023, the China Quality Association organized user satisfaction monitoring in the electric water heater and washing machine industries, monitoring 9 mainstream electric water heater brands and 10 mainstream washing machine brands, with market share of over 90%; The survey covers seven major regions: Northeast, North China, East China, Central China, South China, Southwest, and Northwest, involving 23 provinces and 53 cities.
