This document is a project report assessing customer satisfaction and market dynamics of document management devices. It includes an introduction to Xerox, the objectives of assessing customer satisfaction for Xerox and other brands and measuring market dynamics. It also describes the methodology, data analysis and results of the research which found that quality is the most important factor for customers, HP is the dominant brand, and most customers are satisfied with their devices.

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2. A PROJECT REPORT ON
“ASSESSING CUSTOMER
SATISFACTION & MARKET
DYNAMICS ON DOCUMENT
MANAGEMENT DEVICES”
Presented by:-Saumyaranjan pradhan
Roll no-34
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3. Introduction
Document services
& digital imaging company
Founded in
Rochester,New
York ,US in 1906.
Norwalk
connecticut,US(Present
headquarter)
Ursula
burns(Chairwoman
& CEO)
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4. • Accessing customer satisfaction
Identifying & market dynamics
on document management
problem devices.
• The main objective of the research
Setting was to find customer satisfaction for
Xerox and other related brands &
objectives measure market dynamics.
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5. Sampling
METHODOLOGY
frame(List of
population unit
Sample 105
size
Deliberate &
Sampling sequential
METHODOLOGY method sampling
Research Primary
method research &
Secondary
Limitations of
research
study
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6. Data analysis
• MARKET DYNAMICS MEASUREMENT
• Q.1) Do you have any document management equipment like
printer, copier, scanner, MFP? a) Yes
No
1%
Yes
99%
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7. 2.Quantity of devices used
Printers
others
15%
samsung
8%
Xerox
8%
HP
59%
Cannon
10%
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8. Quantity of devices used contd….
others
Copiers 3%
samsung
11%
Xerox
11%
HP
54%
cannon
21%
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9. Quantity of devices used contd….
Scanner
others
17%
samsung
12% HP
53%
Xerox
6%
Cannon
12%
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10. Quantity of devices used contd….
MFD
others
samsung 13%
7%
Xerox
4%
Cannon
11%
HP
65%
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11. Print size
A3/A4
1%
A3-Machine
A3
6%
A4-Machine
A4
93%
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12. 3.Volume of papers used monthly
a.Monthly volume of printing > 20000
3001-10000 impressions
impressions 1%
20%
< 3000
Total printing impressions
79%
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13. Volume of papers used monthly
contd..
b.Monthly volume of copying >20000
3001-10000 impressions
impressions 2%
25%
< 3000
impressions
Total copying 73%
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14. Volume of papers used monthly
contd..
c.Monthly volume of scanning > 20000
3000-10000 impressions
impressions 1%
19%
<3000
impressions
Total Scanning 80%
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15. Requirement for color
copying/printing
Q 4) Do you have requirements for color copying / printing?
a) Yes b) No
If yes, then what percentage of the total volume is it? __________ Do you
intend to buy one _________
Yes
17%
No
83%
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16. Money spent
• Q5) On an average how much money is spent for printing and copying in a
month ?
• a) < Rs 3000 b) Rs 3001 – 6000 c) Rs 6001 – 10000 d) >
Rs 10000
6001-10000 > 10000
8% 3%
3001-6000
18%
< 3000
71%
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17. Factor influencing buying
• Q.6) What are the factors that influence your buying?
• a)Quality b) After sales service c) Price d) Finance options
e) Promotions
finance options promotions
3% 1%
price
After sales 10%
service
9%
Quality
77%
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18. Expansion plan
• 7.Do you have any expansion plans in the near future? a) Yes b) No
yes
36%
no
64%
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19. 8.Would you want to know about Xerox printers
and MFPs?
yes
17%
no
83%
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20. CUSTOMER SATISFACTION MEASUREMENT
• Q1) How satisfied are you overall with your existing product?
• a) Very satisfied b) Satisfied c) Neither satisfied nor
dissatisfied d) Dissatisfied e) Very dissatisfied
neutral dissatisfied very satisfied
5% 1% 24%
satisfied
70%
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21. CUSTOMER SATISFACTION MEASUREMENT
2%
neutral dissatisfied very
Response 5% dissatisfied
time by 1%
very satisfied
company 26%
satisfied
66%
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22. CUSTOMER SATISFACTION MEASUREMENT
• Q4) Would you recommend the same brand / product to
others? a) Yes b) No
no
7%
yes
93%
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23. FINDINGS
• After sales services of Xerox is very bad.
• High cost of machines & copiers.
• Lack of proper promotions.
• Lack of R & D facilities.
• Inexperienced engineers in Xerox company.
• Unable to cope with current market situation.
• Blindly boasting as pioneers.
• Not focusing on single individual devices.
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24. Solutions
• After sales service should increase.
• Vigorous promotion.(OOH[out of home]
ADVERTISING STRATEGY FOR HYDERABAD
METRO) .
• Good dealings/negotiations by sales guy.
• Increase focus on small market with individual
printers ,scanners , copiers etc.
• Prospect should get before 2 or 3 months of
selling devices.
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25. Conclusions
“Pioneers never become leaders”.
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