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October 26, 2016 1:18 am
More and more homeowners are slashing their bills and making their life a little easier by using smart thermostats. Ease of installation and usage are key contributors to overall satisfaction with these remotely controlled thermostats, a rapidly growing market, according to the inaugural J.D. Power 2016 Smart Thermostat Satisfaction Report.
The primary benefit of smart thermostats is convenience—63 percent of customers indicate they adjust their thermostat remotely—followed by 53 percent indicating automated temperatures when not home, and saving money on monthly heating/air conditioning costs, with 51 percent citing this as a benefit.
While nearly two-thirds (64 percent) of customers installed the unit themselves vs. 36 percent who used a contractor/professional installer, the levels of overall satisfaction vary slightly between installation methods (873 among do-it-yourselfers vs. 883 among those using a contractor, on a 1,000-point scale). More than half (51 percent) of those who installed the smart thermostat themselves say it was easier than expected, while only 4 percent say it was more difficult than expected.
“Smart thermostat customers are taking a hands-on approach to researching, buying and installing a product that allows them to have, in effect, a hands-off experience,” says Jeff Conklin, vice president of utilities & infrastructure practice at J.D. Power. “The resulting satisfaction levels are promising, but manufacturers would be wise to focus on their customers’ ease of connectivity and the benefits of smart thermostats.”
Connectivity issues, while minimal, affect overall satisfaction. Among the 15 percent of customers having difficulty connecting their system to the internet and the 9 percent of those having difficulty connecting from their mobile app, overall satisfaction is 843. Among customers who indicate not experiencing any connectivity problems, overall satisfaction is 899.
The report also finds a high level of customer engagement before making a purchase. Nearly half (45 percent) of customers looked at consumer review websites, and 46 percent indicate those positive reviews were a reason they selected their smart thermostat.
Published with permission from RISMedia.
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