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John Tews
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Syvetril Perryman
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J.D. Power and Associates Reports:
Panasonic and Xerox Each Rank Highest in Customer Satisfaction with
Office Multifunction Copiers/Printers
Paper Jams Have a Major Impact on Overall Customer Satisfaction
WESTLAKE VILLAGE, Calif.: 26 June 2008 —Panasonic ranks highest in satisfying business users with color multifunction (MFP) copiers/printers, and Xerox ranks highest among black and white (monochrome) MFP copiers/printers, according to the J.D. Power and Associates 2008 Office MFP Copier Usage and Customer Satisfaction StudySM released today.
Redesigned in 2008, the study measures business user satisfaction with color, and black and white MFP copiers/printers, which are machines capable of executing several functions, including printing, copying, scanning and faxing documents. Overall satisfaction is based on four key factors: product reliability and durability; performance; features; and ease of operation.
Panasonic ranks highest in customer satisfaction among color MFP copiers/printers with a score of 863 on a 1,000-point scale. While Panasonic performs well in all factors driving overall satisfaction, the manufacturer receives particularly high marks in the performance factor, specifically with regard to speed and print quality. Following Panasonic in the segment are Lanier (844) and Brother (826).
In the black and white segment, Xerox ranks highest with a score of 769. Xerox performs particularly well in the features and performance factors, specifically with regard to speed and print quality. Canon closely follows Xerox in the segment rankings with a score of 768 while Hewlett-Packard ranks third with a score of 762.
The study finds that product reliability plays a key role in the overall MFP copier/printer business user experience, as the reliability and durability factor has the largest impact on customer satisfaction for MFP copier/printer users. Despite the importance of reliability and durability, almost 60 percent of all MFP copier/printer users report experiencing at least one paper jam per month, which is by far the most common problem experienced.
“Business users have a low threshold for paper jams, as overall satisfaction falls below the industry average when users experience just one jam per month for color MFPs, and four paper jams per month for black and white MFPs,” said Larry Wu, senior director of the technology practice at J.D. Power and Associates. “Xerox in particular performs well in this area among black and white MFPs, with users experiencing 25 percent fewer paper jams than industry average. Building high-quality products that reduce the frequency of problems like paper jams is key to maintaining customer satisfaction.”
Other common quality issues relate to paper drawer malfunctions, toner and ink problems, paper size detection and perceptions of slow printing speeds.
The 2008 Office MFP Copier Usage and Customer Satisfaction Study is based on responses from more than 4,200 business users and decision-makers at small, medium and large businesses in a variety of industries, who purchased or leased a new MFP copier/printer in the previous 24 months. The study was fielded in May 2008.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
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John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
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Syvetril Perryman
J.D. Power and Associates
Specialist, Media Relations
2625 Townsgate Road, Suite 100
Westlake Village
, CA
91361
USA
(805) 418-8103
syvetril.perryman@jdpa.com
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate # # #
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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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