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

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