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2014

J.D. Power Reports: Canon Ranks Highest in Customer Satisfaction among Multi-Functional Inkjet Printer Manufacturers

Performance and Reliability Are the Primary Drivers of Overall Customer Satisfaction

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WESTLAKE VILLAGE, Calif., Oct. 2, 2013 /PRNewswire/ -- Canon ranks highest in customer satisfaction with multi-functional inkjet printers, performing particularly well in reliability, according to the J.D. Power 2013 Multi-Functional Inkjet Printer Satisfaction ReportSM released today.

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KEY FINDINGS

  • Loyalty, as measured by the percentage of customers who say they "definitely will" purchase another multi-functional inkjet printer from the brand they currently own in the future, is highest (45%) when customers do not experience any problems. Loyalty drops significantly to 14 percent when there are three or more reported problems. 
  • Among customers who rate overall satisfaction 10 (outstanding) on a 10-point scale, 69 percent say they "definitely will" purchase another multi-functional inkjet printer from the brand they currently own in the future, compared with the report average of 43 percent.
  • Nearly three-fourths (72%) of customers purchase multi-functional inkjet printers in a store, followed by 26 percent who purchase online.
  • Overall satisfaction among multi-functional inkjet printer customers is 799 on a 1,000-point scale.
  • Price is the primary reason for choosing a multi-functional inkjet printer brand (67%).
  • The average price paid for a multi-functional inkjet printer is $152.

"More than 20 percent of multi-functional inkjet printer customers experience at least one problem with their printer," said Dan Lawlor, director of global research operations at J.D. Power. "There is still room for improvement—further reduce the number of problems and customers will be more likely to recommend their multi-functional inkjet brand to a family member or friend."

Rankings:



Overall Customer Satisfaction Index Scores

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)

For Consumers




Canon

805

5

Brother

801

4

Report Average

799

3

Hewlett Packard (HP)

799

3

Epson

794

2

 

Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

The 2013 Multi-Functional Inkjet Printer Satisfaction Report is based on responses from 2,318 verified owners of multi-functional inkjet printers. The study was fielded from August 20, 2013, through August 26, 2013. The report measures multi-functional inkjet printer satisfaction based on six key factors (in order of importance): performance; reliability; ease of operation; variety of features; price paid; and customer service.

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate
About McGraw Hill Financial www.mhfi.com 

SOURCE J.D. Power



RELATED LINKS
http://www.jdpower.com

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