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

WESTLAKE VILLAGE, Calif., Nov. 5, 2014 /PRNewswire/ — 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.


    —  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                       J.D.


                                                             Power Circle


    (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


    5 – Among the best

    4 – Better than most

    3 – About average

    2 – The rest

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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SOURCE  J.D. Power


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