Canon and HP Inkjet MFPs Rank Highest for Customer Satisfaction in J.D. Power Survey
Canon ranked highest in customer satisfaction for multifunctional inkjet printers (or All-in-Ones), performing particularly well in reliability, performance, price paid, and customer service, according to the J.D. Power 2015 Multi-Function Inkjet Printer Satisfaction Report released today. Canon had a short lead over Hewlett-Packard, which came in second.
The report measures inkjet MFP satisfaction based on six factors (in order of importance): performance, reliability, ease of operation, variety of features, price paid, and customer service. Satisfaction is measured on a 1,000-point scale.
Overall satisfaction with inkjet MFP customers is 850 in 2015, down by 7 points from 2014. Satisfaction declined slightly year-over-year across all factors, with a notable drop in the customer service (-23 points) and ease of operation (-12) factors.
“While performance and reliability remain most important among multi-function inkjet printer owners, ease of operation and customer service has emerged as problematic this year,” commented Christina Cooley, director in the diversified services industries practice at J.D. Power. “If customers who have difficulty operating their printers call customer service for help but then have a poor experience resolving their problem, the perception of printer quality is diminished. The printers that perform well, are dependable, and are user-friendly will have the best opportunity to delight customers and maintain loyalty and advocacy for the brand.”
Other key findings include:
- Among customers who rate overall satisfaction 10 (outstanding) on a 10-point scale, 81 percent say they “definitely will” purchase another inkjet MFP from the brand they currently own in the future, compared with the report average of 50 percent.
- As satisfaction increases, shoppers are more likely to provide positive recommendations to family members, friends, or colleagues. On average, customers who rate overall satisfaction 10 provide 5.6 positive recommendations, compared with an average of 2.5 among those who rate overall satisfaction 8.
- Fully 66 percent of customers purchase inkjet MFPs in a store, followed by 32 percent who purchase online.
- Price is the primary reason for choosing an inkjet MFP brand (68 percent), followed by brand reputation (49 percent), and previous experience with brand (45 percent).
- The average price paid for an inkjet MFP is $144.
In the study, Canon at 858 ranked highest, followed by Hewlett-Packard at 853, all based on a 1,000-point scale. Canon and HP were followed by Brother (849) and Epson (833).
The J.D. Power 2015 Multi-Function Inkjet Printer Satisfaction Report is based on responses from 2,116 verified owners of inkjet MFPs. The study was conducted in May 2015.
For more information on the 2015 Multi-Function Inkjet Printer Satisfaction Report, visit J.D, Power here.