Hhgregg ranks highest among appliance retailer websites

Westlake Village, Calif. -- Hhgregg ranks highest among appliance retailer websites, with a score of 865, up by a significant 41 points from 2013, according to the J.D. Power 2014 Appliance Shopper Website Evaluation Study. The improvement is attributed to an increase in the speed of the website, up 63 points to 875, and a redesign of the website review section to include the highest and lowest customer appliance ratings at the top of the site. Following Hhgregg in the rankings are The Home Depot (842) and Best Buy and Lowe's in a tie (839).



Now in its second year, the study evaluates the usability of appliance brand and retailer websites based on four factors that comprise the overall service experience (in order of importance): information/content; navigation; appearance; speed. Satisfaction is calculated on a 1,000-point scale.



Overall satisfaction with appliance brand websites is higher when shoppers access a website using a desktop/laptop (809) vs. a smartphone (796) or tablet (799). In contrast, satisfaction with retailer websites is higher when accessed using a tablet (831), compared with a desktop/laptop (827) or smartphone (810).



In other findings:



• The incidence of using a smartphone or tablet to research information online has increased to 26%, up from 20% in 2013.



• More than three-fourths (76%) of shoppers indicate retailer websites are highly useful when shopping for appliances.



• Among smartphone/tablet owners, 57% access online content while at a physical store location.



• Seven-in-eight retailer websites employ a dedicated mobile website for smartphone users, while tablet users are directed primarily to the desktop/laptop website. Only one retailer, The Home Depot, directs tablet users to a tablet-specific site.



"Often, brand websites are considered a trusted place for consumers to begin their research process when shopping for an appliance; however, the sites don't always emphasize the importance of product reviews," said Dan Lawlor, director of research operations at J.D. Power. "Retailer websites focus less on features and add-ons but highlight product reviews. Brands are missing a great opportunity to satisfy customers by highlighting the relevant product reviews in addition to product, model and feature information.