Smart thermostats that are energy efficient vastly increase customer satisfaction, as well as ease of installation/setup and pricing, according to the J.D. Power 2018 Smart Thermostat Satisfaction Report.
“The boost in customer satisfaction based on energy efficiency shows that consumers are looking for long-term savings and environmentally friendly options when it comes to smart thermostats,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. “If manufacturers can continue to turn out products that can satisfy beyond the purchasing and installation process, they will see an increase in customer loyalty, as we found that 94% of satisfied customers are likely to recommend their product to others and 59% are likely to repurchase the product down the road.”
The 2018 Smart Thermostat Satisfaction Report measures overall customer satisfaction with smart thermostat brands among those who purchased a smart thermostat system within the past 12 months. Satisfaction is examined across 10 factors (listed in order of importance): ease of use; ease of install/setup; reliability; energy efficiency; price paid; effectiveness of heating/cooling; internet connectivity; usefulness of app; variety of features; and customer service. Satisfaction is calculated on a 1,000-point scale. The report is based on responses from 952 customers and was fielded in July-August 2018.
Study Rankings
Nest ranks highest in overall customer satisfaction (883), performing particularly well in six of the 10 factors: internet connectivity; variety of features; ease of use; energy efficiency; usefulness of app and ease of install/setup. Honeywell ranks second (877) and Carrier ranks third (861).
Overall satisfaction among smart thermostat customers is 877, up 12 points from 2017.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
