This year’s reliability survey tapped into 17,261 purchases made by 6851 members across 12 different product types. We crunched the data to find which products go the distance, which create highly satisfied owners and which represent exceptional value for money.
We asked our members about appliances they’d bought new since January, 2012 (for electric blankets and ventilation systems we extended the question to cover purchases made back to 2007). We wanted to know the brand, the year it was bought and whether it had needed repair. We also asked respondents if they were satisfied with their appliance and whether they’d recommend this brand to family and friends. This year we also asked if the product represented value for money.
Our thanks to all who participated.
We only analyse brands that got 30 or more responses in a category. For each brand, we calculate our reliability score as the percentage of its appliances that have never needed repair. We report on other measures only if they are statistically significant results.
Earlier surveys
Where we haven’t re-surveyed a particular product, we’ve included the reliability data from our 2016 survey. In 2016 we asked members about appliances they’d bought new since January 2011.
Guides
GUIDE TO THE CHARTS The number in brackets is the number of responses. Brands with fewer than 30 responses are not shown. Brands marked in green have above-average reliability, red brands below-average reliability and the remaining brands average reliability. Above- or below-average results are statistically significant. MEASURING SATISFACTION Survey respondents were asked to rate their satisfaction with products and the value for money they represented on a scale from 0 to 10. “Excellent satisfaction” or “excellent value for money” respondents gave a rating of 8, 9 or 10.
2016 SURVEY Brands with fewer than 50 responses are not shown. Very satisfied shows percentage of respondents who marked 8-10 on a 0-10 scale.
Food mixing, blending and processing appliances are some of the most reliable we’ve seen. No more than 10% of any brand needed repair.
Clothes dryers are a reliable appliance: 92% of dryers in our survey had never needed repair, the same as the last time we surveyed them in 2014.
Cooktops in our survey are evenly split between gas, ceramic and induction models. Induction cooktops have slightly better-than-average reliability (93% didn’t need repair), while gas cooktops are less reliable (88% didn’t need repair).
We saw a significant improvement in reliability from Haier in 2015, which continued this year too. In 2014, the brand had below-average reliability, with just 74% of products not needing repair. This was up to 90% this year.
Almost half of electric blankets reported are from Sunbeam. In 2012, it had a major safety problem with controllers, which resulted in a large recall due to fire risk. This is reflected in our results. But controller failures are reported for Sunbeam blankets of all vintages — bought between 2007 and 2017. These faults weren’t subject to a safety recall. However, despite the controller problems, Sunbeam blanket owners are satisfied: 72% said “excellent” (more than for any other brand).
Electric heaters are reliable products, 94% of the 1927 in our survey didn’t need repair. Of the different types of heater, oil column models are the most reliable, with only 2% needing repair.
We give capsule espresso machines a hard time. None we’ve tested makes great coffee and we’ve got a beef about the waste packaging produced. However, one possible upside is their reliability: in our survey they are slightly more reliable than any other type of espresso machine. But, while they are marginally more dependable, that doesn’t seem to translate to overly happy owners. Their satisfaction score is only average and fewer-than-average owners rate them as “excellent” value for money. Perhaps the ongoing cost of capsules has something to do with that?
Fridges and fridge-freezers, the “always-on” appliance, remain reliable — the overall figure of 91% not needing repair remains consistent with our last survey. But you are more likely to encounter problems if you have a french-door fridge-freezer, with 18% of this type needing repair or replacement. The problem arises from their increased complexity. Doors account for almost a third of complaints, significantly more than for other types of fridge-freezer. Water and ice makers/dispensers account for a further 44%. The ice dispenser is also a troublemaker in side-by-side fridge-freezers.
Toasters and kettles have become steadily more complex — our latest test includes kettles that brew to different temperatures and toasters that automatically lower and raise your bread. But despite any added complexity, reliability for these appliance is still high. Only 5% of the 3130 toasters and 8% of the 4237 kettles bought in the past five years have needed repair.
Lawnmowers are the least reliable product we’ve surveyed, with almost one in five needing repair. Mains-electric models are most reliable with 88% never needing repair, while almost two in five ride-on mowers needed some repair. Ozito and Ryobi, of which most models in our survey were battery- or mains-electric, stood out as the only brands with reliability higher than 90%.
Line trimmers were beaten only by 
More than half of the microwaves in our survey are Panasonic. So it’s good news for respondents that they are also the most reliable with 95% not needing repair.
Built-in ovens remain reliable at 89% overall, similar to their performance in previous surveys. Last year’s results show cooktops are also reliable with just 8% needing repair. However, put them together into a freestanding stove and dependability plummets. They then become the least reliable appliance in our survey — with more than one in 5 needing repair or replacement. While the vast majority of surveyed stoves had an electric oven, it made no difference to reliability if the cooktop was electric or gas.
Almost all rangehoods in our survey are ducted wall canopy or integrated/undermount designs. Rangehoods are reliable — 93% had not needed repair, with little difference between brands and types.
A few years ago steam mops boomed in popularity. But, while they may have flown off the shelves, owners just aren’t satisfied once they have them. On average, just 43% claimed “excellent” satisfaction, while 19% were dissatisfied. Steam mop reliability isn’t terrible. Our lab tests show there are good performers that clean away stains and leave a dry floor. So what went wrong with the mopping revolution? Comments we received showed that while some owners loved their steam mops, many more really didn’t, with the common refrain being: “it’s easier and as effective to manually mop the floor.”
Our survey, covering 804 systems installed since 2007, shows they work for most people: 89% said they were somewhat or very effective at reducing condensation in their home. However, ventilation systems are pricey. Just 57% said they got “excellent” value for money.
Again, Miele is the stand-out brand in our survey. Last year, 84% of Miele owners were very satisfied with their washing machine. This year, the figure has grown to 92%. That must be helped by the brand achieving 97% reliability.
