JDPOWER中国复印机客户满意度调查报告.pdfVIP

J.D. Power Asia Pacific Reports: Aurora Ranks Highest in Customer Satisfaction With Copiers and Multifunction Products in China TOKYO: 22 January 2009 – Aurora ranks highest in satisfying customers with copiers and multifunction products in three major cities in China, according to the J.D. Power Asia Pacific 2008 China Copier/Multifunction Product Customer Satisfaction Study.SM Now in its eighth year, the study evaluates customer satisfaction with office copiers and multifunction products at offices with 30 employees or more in the three major cities in China— Beijing, Shanghai and Guangzhou. Three factors are examined to determine overall customer satisfaction in copiers and multifunction products. In order of importance, they are maintenance service (60%); sales (21%); and product (19%). Aurora achieves a score of 776 on a 1,000-point scale and performs particularly well in all three factors. Also ranking above the industry average are Kyocera Mita, Fuji Xerox, Konica Minolta and Toshiba, respectively. “In particular, Aurora performs well in terms of their service personnel qualities, such as the promptness with which service personnel respond to an inquiry and the overall responsiveness and positive attitude of the service person,” said Yasunari Takahama, project manager at J.D. Power Asia Pacific, Tokyo. The study finds that, among offices in China that report owning copiers and multifunction machines, the percentage that own black-and-white multifunction products has increased steadily from only 7 percent in 2001 to 70 percent in 2008. In contrast, ownership rates for color copiers and multifunction products have increased only slightly since 200,1 and only 4 percent of offices in 2008 report owning a color copier or multifunction product. “The market penetration in China for black-and-white multifunction products is expected to continue to increase,” said Takahama. “More than one-half of copiers and multifunction products that need rep