In the past year, Sears has looked to broaden its appeal, expanding into toys, books and now cosmetics. But it is appliances, in particular the Kenmore refrigerators, washers and dryers, that remain at the heart of its business.
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The home appliance business accounted for about 15 percent, or $7 billion, of Sears Holdings Corp.’s total fiscal 2008 revenue of $46.77 billion. Sales have fallen in recent years as the housing market declined and rivals Best Buy, Home Depot and Lowe’s grabbed market share.
A report this week highlighted another aspect of the competition: In J.D. Power and Associates’ annual appliance retailer customer satisfaction ranking, Best Buy topped the list with a score of 797 on a scale of 1,000, the only retailer to reach an “among the best” rating.
Sears ranked fourth at 783, below the industry average of 786 and behind No. 2 hhgregg at 794 and No. 3 Lowe’s at 792. Home Depot ranked fifth at 775.
Last year, Lowe’s topped the list with a score of 804. Sears and Home Depot again ranked in the two last spots.