J.D. Power and Associates Reports: Dell Ranks Highest in Printer Customer Satisfaction Among Business Owners

Dell ranks highest in satisfying business owners with their printers, according to the J.D. Power and Associates 2005 Printer Customer Satisfaction Study(SM) released today. (Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a) The inaugural study examines the experiences and perceptions of business customers who have recently purchased or leased a new printer (color, black and white, and multifunction). Overall satisfaction is based on brand performance in three measures. Product (56%) carries the highest importance weight, followed by sales (38%) and service (6%). With an overall customer satisfaction index score of 801 (on a 1,000-point scale), Dell leads the industry in all three measures, with particularly strong ratings from owners in product and sales. IBM follows Dell in the rankings with an index score of 784. The study finds that customers who purchase their printers through direct retail channels (directly through the manufacturer or from a dealer who only sells one brand) indicate consistently higher levels of satisfaction than do those who buy from a dealer selling multiple brands or from an IT reseller. "While most brands in the printer market use a mix of sales channels to reach different types of customers across diverse product lines, brands that maintain tight control over the price, promotion and presentation of their products tend to receive stronger customer satisfaction ratings across the product, sales and service measures," said George Owens, director of retail, office solutions and technology research at J.D. Power and Associates. "This is a real strength of Dell, which efficiently leverages its Web site to reach its customers." The Internet plays an important role in the product and service selection processes for a large number of business printer buyers. The study finds that 65 percent of printer owners did at least some research online before acquiring their machines. The various dealer Web sites are visited by 20 percent of printer customers, providing tangible links that can help drive customer traffic into the store to make a final purchase. Product reliability is the dominant consideration during the printer selection process. Furthermore, 32 percent of respondents who state they are likely to switch from their current brand cite reliability issues. "While operating costs and acquisition costs are important factors in the decision-making process, basic features like reliability, color capacity, speed and quality are heavily influential factors to business owners," said Owens. The 2005 Printer Customer Satisfaction Study is based on responses from more than 1,600 business and IT decision makers who recently purchased or leased new printer-based machines. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. About The McGraw-Hill Companies Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education and BusinessWeek. The Corporation has more than 300 offices in 40 countries. Sales in 2004 were $5.3 billion. Additional information is available at http://www.mcgraw-hill.com. J.D. Power and Associates Media Relations Contacts: Karla TuckerMichael Greywitt Media Relations Associates Director, Media Relations Troy, Mich. Westlake Village, Calif. (248) 312-4344 (805) 418-8526 karla.tucker@jdpa.com michael.greywitt@jdpa.com No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com Multimedia Available: To view and download supplementary charts, photos, video, audio, text, and graphics please visit J.D. Power and Associates' Enhanced News Release at http://www.prnewswire.com/mnr/jdpower/23236/

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