J.D. Power Reports: Good Picture Quality at the Right Price Is Top
Consideration When Purchasing a High-Definition Television
Sony and Vizio Rank Highest in Customer Satisfaction with Smaller than 50-Inch
Televisions; Samsung Ranks Highest in Satisfaction with 50-Inch or Larger
WESTLAKE VILLAGE, Calif., July 9, 2013
WESTLAKE VILLAGE, Calif., July 9,2013 /PRNewswire/ -- Customers who recently
purchased a high-definition television cite picture quality and price as the
two primary reasons for selecting their TV, according to the J.D. Power 2013
High-Definition Television (HDTV) Satisfaction Report^SM released today.
The report measures satisfaction with HDTVs among customers who purchased one
in the past 12 months. Satisfaction is evaluated across seven factors:
performance; reliability; ease of operation; style/appearance; features;
price; and warranty.
Among customers who purchased an HDTV that is 50 inches or larger, picture
quality is cited most often as the reason for their selection (66%), followed
closely by price (62%). Among customers who purchased an HDTV smaller than 50
inches, price (68%) is the leading reason, followed by picture quality (58%).
"Customers purchasing a smaller HDTV tend to be more price conscious than
those purchasing a larger HDTV," said Christina Cooley, director in the
diversified services industries practice at J.D. Power. "Yet, we find that
customers who buy larger HDTVs are more likely to research brands and features
before making their purchase."
The report finds that among customers who purchased a 50-inch or larger HDTV,
27 percent visited the manufacturer's website, compared with 21 percent among
those who purchased an HDTV smaller than 50 inches. Both groups of customers
indicate that the in-store display was their primary source of information
during the shopping process, with approximately one-half indicating that they
relied primarily on the in-store displays.
"Consumers are doing their homework before visiting a retailer; however, it's
not until they actually see the TVs side by side that they ultimately decide
which brand, size and type to buy," said Cooley. "It's vital that consumers
are able to clearly see and experience the various benefits provided across
the manufacturers' offerings and have access to knowledgeable salespeople to
help them decide which TV will best suit their needs."
According to the report, there is a notable shift in customers' selections of
HDTV technology year over year. In 2013, a larger percentage of customers have
purchased LED televisions (44%) vs. LCD (39%) or plasma (17%) televisions,
compared with LCD (41%), LED (33%) and plasma (19%) in 2012.
"LED televisions have traditionally been more expensive than LCDs, but we're
seeing the price points of the two technologies converge, allowing more
consumers the option to cross-shop both technologies," said Cooley.
Among the latest television technologies in the market are Smart TV and 3D
TV. Smart TV—sometimes referred to as connected TV or hybrid TV—allows web
viewing from the television, while 3D TV provides depth perception to the
The report finds that 67 percent of customers with HDTVs 50 inches or larger
and 43 percent of those with HDTVs smaller than 50 inches have a Smart TV. In
comparison, 36 percent of customers with HDTVs 50 inches or larger and 16
percent of those with HDTVs smaller than 50 inches have a 3D TV.
"While 3D HDTV technology may not be as popular as manufacturers had hoped,
Smart TV is resonating well with consumers, who like its focus on online
interactive media, Internet TV and streaming media," said Cooley.
Sony and Vizio rank highest in a tie in customer satisfaction with HDTV brands
in the under 50 inches segment with a score of 858 (on a 1,000-point scale).
LG Electronics and Samsung, follow Sony and Vizio in a tie at 854. Overall
customer satisfaction in this segment averages 851.
Samsung ranks highest in the 50 or more inches segment with a score of 879.
Overall customer satisfaction in this segment averages 872.
J.D. Power offers the following tips to consumers shopping for an HDTV:
oResearch TV brands before shopping at a retailer in order to gauge which
brands should be considered given the size requirements, type of TV and
the specific features you are looking for.
oSpend time at the retailer looking closely at the TVs, paying particular
attention to the picture quality. You want to make sure you are getting
the best picture quality for your budget.
oFind knowledgeable retail staff to talk to regarding the differences
between the types of TVs and new technologies, such as 3D and Smart TVs,
and the benefits of each.
The 2013 High-Definition Television (HDTV) Satisfaction Report is based on
responses of more than 6,000 customers who purchased an HDTV in the past 12
months. The study was fielded in May and June 2013.
Overall Customer Satisfaction Index Scores J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Under 50 Inches
Sony 858 5
Vizio 858 5
LG Electronics 854 4
Samsung 854 4
Segment Average 851 3
Panasonic 843 2
Toshiba 836 2
Sanyo 834 2
Philips 829 2
50 or More Inches
Samsung 879 5
Segment Average 872 3
LG Electronics 871 3
Sharp 871 3
Vizio 868 3
Panasonic 864 2
Sanyo 863 2
Sony 861 2
Toshiba 855 2
Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
About J.D. Power
J.D. Power is a global marketing information services company providing
performance improvement, social media and customer satisfaction insights and
solutions. The company's quality and satisfaction measurements are based on
responses from millions of consumers annually. Headquartered in Westlake
Village, Calif., J.D. Power has offices in North/South America, Europe and
Asia Pacific. For more information on car reviews and ratings, car insurance,
health insurance, cell phone ratings, and more, please visit JDPower.com. J.D.
Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a
leader in credit ratings, benchmarks and analytics for the global capital and
commodity markets. Iconic brands include Standard & Poor's Ratings Services,
S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, McGraw-Hill
Construction and Aviation Week. The Company has approximately 17,000 employees
in 27 countries. Additional information is available at http://www.mhfi.com.
J.D. Power Media Relations Contacts
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103;
No advertising or other promotional use can be made of the information in this
release without the express prior written consent of J.D. Power.
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SOURCE J.D. Power and Associates
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