Consumer satisfaction measurement suvey; Modi Xerox Ltd.

Abstract

The CSMS '93 was conducted from 19th of April to 12th of June. The results were as follows: (i)The satisfaction level (satisfied or very satisfied) f or Modi Xerox was found to be 92.8% while the dissatisfaction level was only 0. 9%. Satisfaction levels f or Canon, HCL, BPL and Kores was found to be 75%, 63.6%, 65.5% and 42.9% respectively. The dissatisfaction levels are 14.7%, 17%, 17% and 42.8% respectively.' (ii)Though Modi Xerox scores better than its competitors in Sales Support the absolute satisfaction level f or Modi Xerox is just 68% It was found that in 26% of the cases the salesman had not called even once in the previous year. (iii) Modi Xerox copiers were perceived to be better than the competitors. But in some areas there was dissatisfaction among the users viz. frequency of paper jams and frequency of service required. 11% of the respondents felt that Modi machines needed services frequently. But, in the overall machine performance Modi outperforms the competition with a satisfaction level of 87% • Canon comes the closest with a satisfaction level of 76%. (iv) 88% of the respondents were satisfied or very satisfied with the service provided by Modi Xerox. However, 11% of the respondents felt that Modi Xerox can improve upon the response time and response to requests f or emergency visit.