Performance and Reliability Determine Customer Satisfaction

J.D. Power released its 2014 Multi-Function Inkjet Printer Satisfaction Report ^SM based on responses from 2,634 owners of multi-function inkjet printers. According to the market research firm, Brother ranks highest in customer satisfaction, performing especially well in reliability, performance and a variety of other features and prices paid. Hewlett-Packard and Canon came out second and third, respectively.

Dan Lawlor, Director of Global Research Operations at J.D. Power, stated, “It’s not uncommon for a household to have owned more than one printer. 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.”

The report investigates customer satisfaction with multi-function inkjet printers on the basis of 6 factors (listed in order of decreasing importance): performance, reliability, ease of operation, variety of features, price paid, and customer service.
Key findings in the report include:

• 79% of the customers say in the future they will buy another multi-function inkjet printer from the same brand they have now;
• 67% of customers buy multi-function inkjet printers in a store while 31% make their 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; and
• The average price paid for a multi-function inkjet printer is $154.