LASER PRINTERS & MFDs

Though not with a huge margin, HP, nevertheless, maintains a clear lead over
Canon and Epson in terms of customer satisfaction in the laser printers and MFD
segment. Laser printers and MFDs is the segment with the third lowest
satisfaction score among the eight segments being surveyed, thereby indicating
that its becoming increasingly tough for vendors to get in sync with the
expectations that their customers have from them

 

This is the only segment where the highest ranker has scored the highest on
all the five key parameters and the lowest ranker has scored the lowest on all
the five satisfaction parameters. Overall, the survey has thrown across some
major concern areas that require action from vendorsinteraction with service
team, credit facility received, cost of ownership, availability of spare parts
and their understanding/domain knowledge of their business

While both Canon and Epson share the number two position, the former scores
over the latter when it comes to all the parameters of the most important
satisfaction derivateproduct. Epson, though, tries to even it out on the
delivery and installation parameter, the second most important criterion for
satisfaction among CIOs