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November 18, 2005

Dell Leads Printer Makers In Satisfaction



Courtesy of TechWeb News

Printer upstart Dell lead all other sellers in customer satisfaction, while long-time powerhouse Hewlett-Packard tied for third, J.D. Power and Associates said Thursday.

The first-time survey of business users put Dell at the top of the chart, with a customer satisfaction score of 801 out of a possible 1,000. Dell led the group in the three measurement areas -- product, sales, and service -- said J.D. Power.

"While most brands use a mix of sales channels to reach different types of customers, brands that maintain tight control over the price, promotion, and presentation of their products tend to receive stronger customer satisfaction ratings," said George Owens, director of research at J.D. Power, in a statement. "This is a real strength of Dell, which efficiently leverages its Web site to reach its customers."

Dell was followed by IBM (with a score of 784), Epson (777), HP (777), and Samsung (776). The industry average score was 782.

Reliability is the top concern of business printer buyers, said J.D. Power's report, but other factors, including operating costs, speed, and quality are also big decision influencers.

Dell entered the printer market two-and-a-half years ago.

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