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TheRegi onalCust omerSat i sf act i on( CS)Sur vey2014 Thesur veyoncust omersat i sf act i onofRI COHpr oduct svi sàvi scompet i t or spr oduct swasconduct edbet ween26t hAugustand8t h Oct ober2014i nt heAsi aPaci f i cr egi on.TNSgat her edaconsol i dat edl i stofr espondent s,whower edeci si onmaker sori nf l uencer si n pur chasi ngorl easi ngmul t i f unct i onalcopi er si nt heof f i ce( anybr andsandmodel s) .Themet hodol ogycompr i sedf acet of acei nt er vi ew wi t ht hedeci si onmaker sf orabout30mi nsonanaver age. Theover al lobj ect i veoft hest udy ,asconduct edbyTNSont hebehestofRI COHwast ot r ackRI COHcust omer ’ ssat i sf act i onandt hat ofi t scompet i t or s,i nor dert o: Eval uat eRI COH’ sst r engt hofr el at i onshi pwi t hi t scust omer sascompar edt ocompet i t i on, Suppor tbui l di ngsat i sf act i onbyunder st andi ngdr i ver sofchoi ce, Eval uat eper f or manceonof f er i ngsacr ossdi f f er entser vi cear eas. Consol i dat i ngpastyear sCSdr i veranal ysi s,t het op4f act or st hatst r ongl yi mpactcust omersat i sf act i onconsi st ent l yar e‘ Pr oduct& Sol ut i ons’ ,‘ Techni calSuppor t ’ ,‘ Sal esRepr esent at i ves’ and‘ TonerSuppl i es’ .I nt heFi nanci al Year2014( FY14) ,RI COH' sper f or mance wi t hr ef er encet ot hesef ourf act or swer easf ol l ows: a)Pr oduct&Sol ut i ons:RI COHemer gedacl earmar ketl eaderwi t h 10% l eadaheadofi t scompet i t or s esRepr esent at i ves:RI COHst ayedaheadwi t ha15% l ead b)Sal c)TonerSuppl i es:RI COHemer gedt hebestwi t ha12% l eadaheadofi t scompet i t or s calSuppor t :RI COHst ayedaheadwi t ha 17% mar kupoveri t scompet i t or s d)Techni Eveni n' Cust omerCompl ai ntHandl i ng' RI COHl eadsby16%,whi l emai nt ai ni ngal eadof15% i n' UserTr ai ni ng' . Taki ngal lt hesef act or si nt oaccountandt hebr oaderi ndi cesof' Sat i sf act i on' ,' Recommendat i on' and' Repur chase' ,RI COH r ank s#1i n I ndi a.Thet op3r easonsci t edbycust omer sf orchoosi ngRI COHpr oduct soverot her swer e‘ GoodPr i nt i ngQual i t y’ ,‘ Pr oductFeat ur es’ and‘ Reput abl eBr and’ .Thi si st henf ol l owedby‘ Pr i nt i ngSpeed’ and‘ Af t er Sal esSer vi ce’ .
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