Industries Served: Copiers

Syndicated Research

Copier Satisfaction
The J.D. Power and Associates Copier Customer Satisfaction Study provides an independent, third-party perspective on the customer experience with regard to shopping, sales, and service; cost of ownership; quality; usage; and loyalty toward major copier manufacturers in the U.S. market.

Brands Evaluated:

Industry Environment
The move toward digitally connected devices and increasing product parity has created an environment where merely meeting customer expectations is not enough. Today, companies must exceed expectations to remain competitive. Copier manufacturers that do so can benefit from increased business and enhanced customer loyalty. After all, our experience shows that the likelihood of creating a customer advocate triples as a company turns its "pleased" customers into "delighted" ones.

Successful companies engender loyalty by understanding the needs and desires of their customers and delivering a satisfying ownership experience that meets those needs. The Copier Customer Satisfaction Study examines industry performance and provides a gauge of individual company performance against the competition. This study is based solely on feedback from end users, which ensures that study results are unfiltered and unbiased.

Customer Retention and Acquisition
This study explores the elements that make the copier sales and ownership experience satisfying for customers by identifying the attributes that are most important to decision makers and influencers. It also identifies the products, sales processes, and service operations that are rated highest according to actual owners. Understanding customer needs and expectations supports efforts to improve customer acquisition and retention.

This study addresses the following issues related to customer retention:

• How can brands increase market share by retaining existing customers?
• What factors drive customers to consider other brands
• Differences in loyalty by brand
• Product satisfaction levels as reported by actual owners
• Service satisfaction levels as reported by actual owners

This study addresses the following issues related to customer acquisition:

• What brand did customers acquire and why?
• How can brands increase market share by acquiring new customers?
• Which customers considered but did not purchase specific brands?
• How are customers learning about the products they acquire?
• How are customers forming opinions with regard to ownership costs?
• Brands considered during the shopping process
• Sources of information used during the shopping process
• Salesperson interactions

Research Approach
The J.D. Power and Associates research methodology outlines the issues that are required to evaluate satisfaction with copier/multi-function devices. These issues are grouped as follows:

• Satisfaction with the sales process, including salesperson interaction and the dynamics of the delivery process.
• Satisfaction with product performance, including copier features (e.g., finisher, control buttons, etc.) and ease of use.
• Satisfaction with the servicing of the copier device, including service initiation and responsiveness and quality of work performed.
• Satisfaction with the cost of the copier device, including cost-per-impression and overage rate.

Proprietary Research

J.D. Power and Associates conducts custom research and customer satisfaction measurement and tracking on a proprietary basis. Clients gain access to weekly, monthly, or quarterly data to measure their performance over time and identify areas for improvement. Proprietary services include:

• Customer satisfaction tracking
• Quality tracking
• Sales tracking
• Retailer quality audits
• Certification programs to ensure compliance with predetermined industry benchmark standards

To inquire about proprietary research services, click here