Thread: LASER PRINTERS & MFDs

The overall satisfaction (83.1) of laser printers and MFD users of enterprises has been boosted by satisfaction on overall product features, followed by delivery and installation. As per the survey findings, the overall satisfaction in this segment has been the highest among the government and education users and the lowest among services users. In this segment, HP is one of the few examples of vendor satisfaction performance falling in line with its market share.

Even while expanding its footprint, HP's focus on customer satisfaction has not been diluted, as is proved by the findings of the CSA-2008 survey. More importantly, the company maintains a lead over its closest competitor with a good margin. The next in rank, Canon and Epson Goint second rankers), are 4.3 points away. In fact, HP is the only vendor that has performed above the overall industry satisfaction score and also the only vendor to have upped the industry average on four of the five satisfaction parameters. The only exception is price and commercial, where Epson is giving Industry Average close competition to HP on price competitiveness.

The former slightly edges over the latter on TCO with a score of 83.9 points as compared to HP's 83.5 points. Epson is again almost at par with the top ranker on the clarity of pricing contract (Epson-81.3 points and HP-81.5 points). But, CIOs perceive HP to be bringing in more value for money on the table as compared to Epson. Indian CIOs are giving a lot of importance to factors like timely delivery, training and hand holding, responsiveness, availability of spare parts, expertise to resolve problem, and interaction with the service team.

The top of the line in terms of importance is reliability, functionality and convenience in operation offered by the product. But, features like print and processor speed don't bother the enterprise users as much 85.5 as intelligent and value-added
features like toner management, ete. Plain vanilla printing services are no longer enough to satisfy customers. They're expecting their imaging and printing vendors to provide services like auditing, optimization, etc.