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.
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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 J.D.
Scores Power.com
Power Circle
Ratings(TM)
(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
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
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SOURCE J.D. Power
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J.D. Power
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