Performance and Reliability Are the Primary Drivers of Overall Customer Satisfaction

WESTLAKE VILLAGE, Calif.: 2 October 2013 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.


  • 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 improvementfurther 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: Canon (805) ranks highest, followed by Brother (801) and Hewlett Packard (HP) (799).
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.

About J.D. Power

J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power is a business unit of McGraw Hill Financial.


About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at

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Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218