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J.D. Power Report Give High Marks To Brother Int'l Printers And MFP's
J.D. Power Reports: Brother Ranks Highest in Customer Satisfaction among Multi-Function Inkjet Printer Manufacturers Performance and Reliability Are the Primary Drivers of Overall Customer SatisfactionWESTLAKE VILLAGE, Calif – Brother ranks highest in customer satisfaction with multi-function inkjet printers, performing particularly well in reliability, performance, variety of features and price paid, according to the J.D. Power 2014 Multi-Function Inkjet Printer Satisfaction Report(SM) released today.
The report measures customer satisfaction with multi-function inkjet printers based on six factors (in order of importance): performance; reliability; ease of operation; variety of features; price paid; and customer service.
KEY FINDINGS
Among customers who rate overall satisfaction 10 (outstanding) on a 10-point scale, 79 percent say they "definitely will" purchase another multi-function inkjet printer from the brand they currently own in the future, compared with the report average of 49 percent.
More than two-thirds (67%) of customers purchase multi-function inkjet printers in a store, followed by 31 percent who purchase online.
Overall satisfaction among multi-function inkjet printer customers is 857 on a 1,000-point scale.
Price is the primary reason for choosing a multi-function inkjet printer brand (70%).
The average price paid for a multi-function inkjet printer is $154.
It's not uncommon for a household to have owned more than one printer," said Dan Lawlor, director of global research operations at J.D. Power. "When adding or replacing a multi-function inkjet printer, beyond price consideration, loyalty to the brand is dependent on a customer's previous experience with the brand. When it comes to performance and reliability, a brand with low problems is more likely to be purchased again and recommended to a family member or friend."
Rankings: Brother (866) ranks highest, followed by Hewlett-Packard (HP) (864) and Canon (848).
The 2014 Multi-Function Inkjet Printer Satisfaction Report is based on responses from 2,634 owners of multi-function inkjet printers. The study was fielded in June 2014.
Overall Customer Satisfaction Index Scores
J.D. Power.com Power Circle Ratings™
(Based on a 1,000-point scale)
For Consumers
Brother
866
5
Hewlett-Packard
864
5
Report Average
857
3
Canon
848
2
Epson
842
2
Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
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