#Japan #Tokyo #J.D. Power #multifunction printer #Laser Printer

Rising Customer Satisfaction in Printers

J.D. Power Japan, a reputable international firm specializing in customer satisfaction surveys and consulting, has published the findings of its 2025 customer satisfaction studies for color multifunction printers (MFPs) and color laser printers. The results indicate a positive trend in customer satisfaction across both categories, reflecting improvements in product performance and maintenance services.

Satisfaction Scores Overview

In analyzing the overall satisfaction scores out of a total of 1,000 points, color multifunction printers scored 671 in the large and mid-size office market, while small office segments achieved 663 points. Color laser printers received a score of 639. A comparison of data over the last five years shows that both types of printers have seen a general upward trend in customer satisfaction, indicating an overall improvement across the industry.

Factors Contributing to Satisfaction

When breaking down satisfaction factors, both multifunction printers and laser printers report enhanced satisfaction regarding "Product" and "Maintenance Service," with improvements of over 20 points compared to 2021. The product factor encompasses evaluation metrics such as processing speed and minimal downtime due to malfunctions. It reflects advancements in basic performance and operational quality. Moreover, the maintenance service aspect highlighted a reduction in repair incidents, suggesting that recent advancements, particularly in multifunction printers, include the implementation of remote maintenance, resulting in quicker responses and preventative measures for potential issues.

About 80% of companies utilizing remote maintenance reported that they receive quick and precise problem resolutions, further enhancing perceived reliability.

Exploring Future Trends in Office Document Management

In terms of future initiatives related to document management, 44% of large and mid-size office enterprises and 30% of small office businesses identified digitization and automation as critical themes for DX (digital transformation) efforts. Multifunction printer manufacturers are strategically positioning their devices as central IT components for office DX, focusing on strengthening integrations with external cloud and business systems.

However, the actual usage of multifunction printers integrated with external cloud services remains low, with only around 10% of both large and small office companies employing direct integrations. This figure appears stagnant over the past three years, indicating challenges in the uptake of such features.

Manufacturers are urged to promote the efficiency and productivity benefits of cloud integrations more vigorously while addressing security concerns to foster wider adoption.

Increase in Accounting and Contract Tasks Using Cloud Integration

Despite the low overall integration usage, those companies that do connect their multifunction devices with external systems are experiencing notable operational changes. This year, the most reported applications remain in document management (52%), while the adoption of multifunction printers for accounting tasks, such as payments, rose significantly from 12% last year to 19%. Additionally, uses in expense claims and contract jobs have also seen slow but steady increases. Recent legal changes, including alterations to the electronic ledger preservation law, have stimulated the digitization of paper invoices and contracts, allowing these documents to link directly to relevant systems.

Companies utilizing cloud integration for their multifunction devices are often maintaining satisfaction levels that surpass the overall averages, underscoring the potential advantages of cloud capabilities for future customer satisfaction enhancement.

Customer Satisfaction Rankings

Furthermore, J.D. Power has released its 2025 customer satisfaction ranking, showcasing leading brands in the color multifunction and laser printer markets:

Color Multifunction Printer Satisfaction Ranking

• - Large & Mid-Size Office Segment (Companies with over 30 employees)

1. Canon (679 points) – Top satisfaction for three consecutive years, excelling in product and sales support.
2. Ricoh (675 points)
3. Fujifilm Business Innovation (673 points)

• - Small Office Segment (Companies with 5 to 30 employees)

1. Konica Minolta (684 points) – High ratings in product, maintenance, and sales support.
2. Canon (676 points)
3. Fujifilm Business Innovation (667 points)

Color Laser Printer Satisfaction Ranking

• - Satisfaction Rankings (5 brands)

1. Ricoh (660 points) – Maintained the top spot for eight years due to high ratings in product, cost, and maintenance services.

Conclusion

These findings from J.D. Power's annual studies serve as a vital resource for understanding trends in customer satisfaction within the multifaceted landscape of office technology. Emerging strategies for integrating cloud solutions promise to shape the future of office workflows and enhance user experiences significantly.