User satisfaction in China’s electric water heater industry reaches record high

China News Service, Beijing, December 14th The China Quality Association recently released the user satisfaction monitoring results of the electric water heater industry: In 2023, the user satisfaction of the electric water heater industry was 84 points (out of 100 points), an increase of 1 point year-on-year, reaching a record high level.

At the same time, the industry brand image, product quality and perceived value scores were 84.5 points, 85 points and 83.5 points respectively, a year-on-year increase of 0.7 points, 1.6 points and 1.7 points. User loyalty was 84 points, an increase of 1 point year-on-year.

Analysis by the China Quality Association pointed out that the electric water heater industry has strengthened the application of new technologies and promoted product upgrades and iterations. Products have developed towards high-end, intelligent, and green products to meet the growing needs of users and effectively improve user satisfaction and loyalty.

Monitoring shows that the functions of products priced above 3,000 yuan are more recognized. In 2023, user satisfaction for electric water heaters priced above 4,000 yuan will be 86 points, and user satisfaction for electric water heaters priced between 3,001-4,000 yuan will be 85 points, respectively 2 points and 1 point higher than the industry average. Users are more aware of the hot water output speed, heat preservation effect, safety and smart functions of high-priced electric water heaters.

In addition, products with smart functions are more popular among users. In 2023, the user satisfaction of smart electric water heaters will be 85 points, an increase of 1 point year-on-year, and 2 points higher than the user satisfaction of non-smart electric water heaters. Users have higher satisfaction ratings for products with intelligent functions such as automatic sterilization, self-cleaning liner, and voice control.

In terms of product quality, satisfaction with electricity consumption increased the most year-on-year. In 2023, satisfaction with electric water heater power consumption increased by 2.5 points year-on-year, the largest increase among all product quality indicators. The increase in satisfaction with electricity consumption shows that electric water heater companies attach great importance to low-energy consumption products, reflecting the industry’s upward trend in energy conservation and environmental protection.

The user satisfaction index in the electric water heater industry continues to improve, but there are still pain points in product and service experience. Among them, after-sales service needs to be improved. In 2023, the scores of various after-sales service indicators have declined year-on-year. Among them, service hotline smoothness, service professionalism and service timeliness have declined significantly.