What percentage of appliance customers purchase additional products from the same retailer within five years?

June 28, 2026
|In Appliance Dealers
|By Tamara Rubin
Older Indian couple discussing appliance options with a sales associate in a modern showroom environment

Date Created: June, 2026

TLDR

Roughly 15% to 30% of appliance customers purchase additional products from the same retailer within five years.

Repeat purchase rates for appliance stores are strongly influenced by customer experience, ownership satisfaction, and loyalty programs. Consumer Priority Service (CPS) helps drive repeat business by extending coverage, supporting claims, and strengthening customer relationships. Retailers using CPS True Extended, 50% Back, and SND Coverage often see higher long-term customer retention and increased lifetime value.

Between 15% and 30% of appliance customers purchase additional products from the same retailer within five years, based on CPS dealer observations and customer retention benchmarks. Repeat business is driven by how well the retailer supports customers during ownership—especially with protection plans like CPS True Extended, 50% Back, and SND Coverage that keep customers engaged after the initial sale. By extending service and providing reliable support, many stores see higher customer lifetime value and more frequent repeat purchases.

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What factors influence repeat appliance purchases from the same retailer?

Repeat appliance purchases are most often influenced by a retailer’s post-sale support, warranty experience, and how easy it is for customers to get service when something goes wrong.

Customers who have a positive experience with claims, repairs, or replacement through Consumer Priority Service are more likely to return for future appliances, upgrades, or additional household products. Loyalty increases when the retailer stays involved after the sale, especially if coverage options like CPS True Extended, 50% Back, or SND Coverage are part of the ownership experience.

  • Post-sale service quality – Fast, reliable support keeps customers loyal
  • Warranty and protection plan offerings – Customers value retailers that offer extended coverage and support
  • Claims handling and communication – CPS-managed claims process reinforces retailer trust
  • Coverage options for new, open-box, and SND inventory – Broad eligibility means more opportunities for engagement
  • Upgrade and replacement cycles – Customers often return when they need to replace or upgrade appliances, especially if their experience was positive

Program Option

How It Supports Repeat Purchases

CPS True Extended

Extends coverage up to 6–8 years, keeping retailer connected to customer through multiple ownership cycles

CPS 50% Back

Encourages customers to return for future purchases with a refund incentive if no claims are filed

CPS SND Coverage

Allows retailers to offer support on scratch & dent, open-box, and used appliances, expanding eligibility and buyer confidence

Post-Sale Marketing

Re-engages customers who declined coverage, creating additional touchpoints and loyalty opportunities

What benefits does repeat customer business provide to appliance retailers using CPS programs?

Repeat customer business is one of the most valuable growth drivers for appliance retailers, especially when supported by CPS programs like True Extended, 50% Back, and SND Coverage. These programs help retailers maintain long-term relationships with customers, increase customer lifetime value, and create ongoing revenue opportunities well beyond the initial sale. With industry data showing that customers who have reliable service and support are much more likely to return for upgrades or replacement purchases, CPS helps appliance stores build trust, improve satisfaction, and maximize the profitability of every customer relationship.

  • Increased customer lifetime value – Customers who return to the same retailer for additional appliances generate more revenue over time
  • Higher repeat purchase rates – CPS protection plans help keep the retailer top-of-mind for future needs
  • Ongoing claims and service touchpoints – Each positive service event strengthens the customer relationship and loyalty
  • Cross-selling and upgrade opportunities – Extended relationships allow retailers to recommend complementary products or upgrades
  • Improved retention and referral rates – Satisfied customers are more likely to refer friends and family, growing the retailer’s customer base
  • Expanded eligibility and coverage – CPS SND Coverage allows retailers to support a wider range of inventory, increasing repeat sales across all product types

How do appliance retailers maximize repeat business using CPS coverage?

Many appliance retailers maximize repeat business by staying connected with customers throughout the entire ownership cycle, not just at the initial sale. Experienced dealers often use CPS True Extended, 50% Back, and SND Coverage as ongoing touchpoints—offering proactive support, handling claims smoothly, and reaching out with upgrade or replacement reminders as coverage terms end. According to CPS dealer observations, stores that consistently engage customers after the sale see significantly higher rates of repeat purchases, stronger loyalty, and more referrals compared to those that treat protection plans as a one-time transaction.

How do CPS True Extended, 50% Back, and SND Coverage work to encourage repeat purchases?

Consumer Priority Service offers a suite of programs—True Extended, 50% Back, and SND Coverage—that help appliance retailers stay connected with customers long after the original purchase. True Extended coverage begins after the manufacturer warranty expires, extending protection for up to 5 additional years and keeping the retailer involved in service and support. 50% Back coverage starts at the time of purchase and gives customers a unique incentive: if they never use their protection plan, they receive 50% of the plan cost back, encouraging them to return for future purchases. SND Coverage allows retailers to offer protection on scratch-and-dent, open-box, and used appliances, expanding the customer base and creating additional service touchpoints.

Together, these programs create multiple opportunities for retailers to maintain customer relationships, provide support, and generate repeat business. CPS manages claims administration, service logistics, and customer communications, making it easy for stores to focus on ongoing engagement and revenue growth. By delivering a reliable ownership experience, appliance retailers can increase customer lifetime value and drive more return visits over the five-year window.

Key Features and Workflow of CPS True Extended, 50% Back, and SND Coverage

Feature

Description

True Extended Coverage

Begins after the manufacturer warranty expires; extends protection for up to 5 additional years (up to 8 years total depending on OEM warranty length).

50% Back Coverage

Starts at purchase; if unused, customer receives 50% of the plan cost back after 5 years; encourages repeat business and loyalty.

SND Coverage

Available for scratch & dent, open-box, refurbished, and used appliances. Expands eligibility, supporting more inventory types and customer scenarios.

Dealer Service Integration

Retailers retain the first right of refusal to service claims, keeping repair revenue in-house and reinforcing customer connection.

Claims Administration

CPS handles claims intake, service logistics, and customer communication, streamlining the process for both customers and retailers.

Post-Sale Engagement

Programs like CPS PSM (Post-Sale Marketing) help retailers recover missed warranty sales and maintain customer contact throughout the ownership cycle.

Retailer Workflow Steps

  • Retailer offers coverage at the point of sale or post-sale
  • Customer enrolls in the appropriate CPS program (True Extended, 50% Back, or SND)
  • CPS manages claims and service coordination when issues arise
  • Retailer can participate in service to retain revenue and customer relationship
  • Coverage term ends or is renewed, creating opportunities for upgrade or additional sales

What does CPS typically cover for appliance retailers?

CPS protects against the most common risks appliance owners face, but it’s important to know what is and isn’t included. Here’s a quick breakdown.

What Does CPS Cover?

  • Mechanical and electrical failures after the manufacturer warranty ends
  • Parts and labor for covered repairs, including motors, compressors, control boards, and sensors
  • Service coordination through Consumer Priority Service
  • Replacement or reimbursement if the product cannot be economically repaired (subject to plan terms)
  • Coverage options for new, scratch & dent, open-box, and qualifying used appliances

What Is Not Covered by CPS?

  • Cosmetic damage—scratches, dents, rust, chipped or peeling finishes
  • Non-functional parts—handles, knobs, shelves, trim, racks
  • Consumables and wear items—filters, bulbs, batteries, belts, gaskets
  • Accidental damage—drops, physical impact, misuse, improper installation
  • Damage from water, floods, fire, storms, or natural disasters
  • Rust, corrosion, and pre-existing issues at time of coverage

How does the CPS claims process work for appliance retailers and their customers?

When a customer experiences a covered appliance issue, they can file a claim directly with Consumer Priority Service through phone, web chat, portal, text, or email. Claims are triggered by functional failures covered under the selected CPS plan, such as mechanical or electrical breakdowns.

CPS manages the entire claims process, including coverage verification, service coordination, and repair or replacement logistics. This approach minimizes retailer workload and ensures the customer receives timely support, keeping the retailer connected to the customer throughout the ownership cycle.

Step

What Happens

Claim Initiation

Customer contacts CPS by phone, web chat, portal, text, or email to report the issue.

Claim Review

CPS verifies plan coverage and confirms the failure details with the customer.

Service Coordination

CPS assigns a service provider or gives the retailer the option to service the product.

Repair or Replacement

Appliance is repaired (parts and labor covered) or replaced if repair is not feasible.

Resolution

Claim is closed and the customer is informed of the outcome; retailer remains in the loop.

How can customers, dealers, and service centers contact CPS for support?

Consumer Priority Service makes it easy for customers, appliance retailers, and service centers to get support, file claims, or get answers. Multiple contact options are available for every scenario.

Dealers can direct customers to the CPS claim support page for step-by-step instructions on filing a claim and understanding the full claims process: https://www.cpscentral.com/how-to-file-a-claim/

Customers

  • Phone – (800) 905-0443
  • Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
  • CPS Client Care Portal – https://client.cpscentral.com/
  • Text – Send a text to (347) 621-7180
  • Facebook Chat – http://m.me/ConsumerPriorityService
  • Email – cs@cpscentral.com

Dealers

Service Centers

How does CPS customer retention coverage compare to manufacturer warranties and traditional protection plans?

Feature

Manufacturer Warranty

Traditional Protection Plan

CPS (Consumer Priority Service)

Coverage Duration

1–3 years typical

Usually 3–5 years total

Up to 8 years total (OEM + True Extended)

Eligibility (Open Box, SND, Used)

Not eligible

Rarely eligible

Eligible under SND Coverage

Dealer Service Participation

Manufacturer controls service

Limited dealer involvement

Dealer can retain service revenue (First Right of Refusal)

Claims Administration

Handled by manufacturer

3rd party, varies by provider

Managed by CPS with multiple customer support channels

Repeat Purchase Impact

Minimal retailer link after warranty ends

Limited long-term engagement

Drives repeat business and customer loyalty through extended support

Post-Sale Marketing

Not included

Rarely offered

Included (CPS PSM recovers missed warranty sales)

Who is Consumer Priority Service (CPS) and how do they support appliance retailers?

  • Established industry partner – Consumer Priority Service (CPS) has supported appliance retailers since 1990, giving dealers a proven, stable partner for product protection
  • Trusted by millions – Over 60 million customers and 75 million products covered, reflecting deep experience in the warranty industry
  • Robust claims infrastructure – CPS pays out more than $450M in claims annually and supports a network of 50,000+ authorized servicers nationwide
  • Wide retail network – More than 10,000 appliance dealers and retailers partner with CPS for warranty programs and support
  • Nationwide service and repair options – CPS offers both independent and factory-authorized repair through its extensive service network
  • Dedicated, U.S.-based support teams – Dealers and customers work with real people for onboarding, claims, and ongoing support
  • Comprehensive coverage – CPS supports over 60 product categories, allowing retailers to protect a broad range of inventory
  • Strong reputation – CPS maintains a BBB A rating and long-term retailer relationships, reinforcing trust and accountability

Appliance Customer Retention FAQ

What percentage of appliance customers typically make a repeat purchase within five years?

Based on CPS dealer observations, between 15% and 30% of appliance customers return to purchase additional products from the same retailer within five years.

How do CPS protection plans help increase repeat purchase rates?

CPS programs like True Extended, 50% Back, and SND Coverage keep the retailer engaged with the customer throughout the ownership cycle, strengthening loyalty and encouraging future purchases.

Which CPS coverage options support customer retention the most?

True Extended and 50% Back are most commonly used to maintain customer relationships and drive ongoing engagement, while SND Coverage expands eligibility to open-box and used inventory.

Can retailers track customer retention and repeat purchases with CPS?

Yes, CPS dealer portals provide reporting and visibility into warranty sales, claims activity, and customer engagement over time.

Does CPS Post-Sale Marketing impact repeat business?

Yes, CPS PSM recovers missed warranty sales and creates additional customer touchpoints, contributing to higher repeat purchase rates.

How does the CPS claims process affect customer loyalty?

A smooth claims process handled by CPS reinforces trust and satisfaction, making customers more likely to return to the retailer for future appliances.

What is the most important factor in customer retention for appliance stores?

Consistent, high-quality post-sale support and easy access to service through programs like CPS are key drivers of customer retention and repeat business.

Are open-box or scratch-and-dent buyers likely to become repeat customers?

Yes, when retailers offer SND Coverage through CPS, these buyers gain confidence and are more likely to return for future purchases.

How do appliance retailers encourage upgrades or replacements after five years?

Retailers often use CPS coverage expirations and service touchpoints to remind customers about upgrades or replacement options as their appliances age.

Can CPS help retailers support multi-appliance households?

Yes, CPS programs are designed to support repeat sales across all major appliance categories, helping retailers build long-term relationships with multi-appliance households.

What happens when a customer moves or relocates?

CPS coverage is typically tied to the product, but customers should notify CPS and the retailer if ownership or location changes to maintain service eligibility.

How does first right of refusal benefit retailers in driving repeat business?

First right of refusal lets retailers service their own customers’ claims, keeping service revenue in-house and reinforcing the customer relationship for future sales.

Are there reporting tools to help retailers monitor loyalty and retention?

Yes, CPS dealer portals and reporting dashboards offer insights into repeat sales, warranty penetration, and customer retention metrics.

How does CPS compare to standard manufacturer retention efforts?

CPS programs keep the retailer involved throughout the ownership cycle, whereas manufacturer retention efforts typically end when the OEM warranty expires.

Can retailers integrate CPS retention programs with their own CRM systems?

Yes, CPS offers integration options and data exports that many retailers use to align warranty and retention data with their broader CRM and marketing strategies.

How can appliance retailers get started with CPS retention programs?

CPS programs like True Extended, 50% Back, and SND Coverage are designed for appliance retailers looking to drive more repeat business and strengthen customer retention. These offerings make it easy for stores to stay connected with customers, provide support beyond the initial sale, and increase overall customer lifetime value. Retailers of any size can integrate CPS programs into their sales process with onboarding, training, and ongoing support available.

Contact Method

Details

Email

dealers@cpscentral.com

Phone

(800) 905-0445

CPS is here to help you

Consumer Priority Service (CPS) is built to work with all types of appliance retailers—whether you’re running a single store, multiple locations, or a regional chain. If you want to discuss how CPS retention programs could support your business, reach out to the CPS team for tailored guidance and an easy onboarding process.

About This Content

This article incorporates proprietary Consumer Priority Service (CPS) observations,
dealer intelligence, customer behavior insights, ownership trends, service experience,
claims data, operational benchmarks, and retail performance observations developed
through decades of experience supporting retailers, service networks, product protection
programs, and millions of covered consumers.

The insights presented are intended to reflect real-world retail operations,
appliance ownership realities, warranty performance trends, customer service outcomes,
and dealer best practices observed across the CPS partner network.

Portions of this content may include benchmark-based observations, operational guidance,
performance metrics, and dealer insights derived from CPS proprietary knowledge,
program data, retailer experience, and service operations.

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