Customer satisfaction measurment survey; Modi Xerox Ltd.

Abstract

The analysis was done on the basis of the data collected through structured questionnaires from 223 Modi Xerox customers and 175 competitor customers - which included 71 HCL customers, 68 Canon customers, 29 BPL customers and 7 Kores customers.

Following salient results were obtained through the analysis – 1) 92.8% of MX customers said that they are satisfied their product while only 0. 9% of the MX customers said they are dissatisfied with their product. With that for the competition, 67.8% of the customers were satisfied with their products while 17% were dissatisfied. 2) 73% of MX customers said that they would buy another Xerox product while 9.4% of them said they would not another Modi Xerox product. For the competition these figures were 55% and 34.5% respectively. 3) 88% of MX customers affirmed that they would recommend Modi Xerox products to their business associates while 3. 6% of them said that they would not recommend Modi Xerox products to their business associates Modi Xerox products to their business associates. Similarly these figures for the competition were 62% and 23% respectively. 4) Modi Xerox is perceived to be in important attributes such technical service, sales support better than its competitors as product performance, and query handling. 5) The main competition for MX paper comes from JK copiers. 38.2% of MX customers and 43% of competitor customers use JK copier paper while these figures for MX paper are 2.8% and 2. 3% respectively. MX paper is perceived to be too costly.

Based on the results obtained, here are the most recommendations to Modi Xerox for maintaining and their satisfaction rating. 1) Customers should be encouraged to repair their copiers in case of minor and uncomplicated repairs. Simple trouble shooting manuals should be supplied to the customers so that they understand their machines better. 2) Customers should be given only one, simple reference number and during their service requests, only this reference number should be asked to them. 3) Customers should be made to perceive that maintenance is being done during the breakdown of preventive the machine. 4) The number of engineers per copier should be increased especially in the remote locations. 5) A medium price paper should be introduced the spread of JK Copier paper. to counteract 6) FSMA billing should be done only on the date decided the customer.