HP Photosmart Premium Printer Product Satisfaction Analysis (PSA

)

What Do Customers Ultimately Buy After Viewing?
HP Photosmart Premium All-in-One Amazon Page Canon PIXMA MX870 Amazon Page

Summary
  19% of customers who bought and reviewed Photosmart Premium Printer strongly recommended them compared to 8% of PIXMA MX870 customers; 6% specifically indicated paper jamming problems, “I am now on my second HP PhotoSmart Printer. The first one was so poor with paper jams [reliability::paper jam] that with the last jam [reliability::jams] , so a wad of about 30 pages was stuck in the printer against the printer heads. This drained most the ink and ruined the cartridges. In addition, removing the paper caused a little plastic piece to break inside which rendered the printer [printer quality::printers] unusable”. HP Customer Support so far failed to out battle Canon’s organization (see page 3) “After spending over 10 hours with HP tech support and them eventually giving up [customer support::customer support * gave up] and telling us to return the printer and a full refund would be given, we returned the printer”. HP realizes 67% visit to purchase (V2P) conversion while Canon captures 100% of their buyers. This could be the result of Canon7% higher reputation Customer Support.

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Market Intelligence Report

MX870 increasing its lead over Photosmart Premium in Reliability (see summary comment)

Product Reliability Reputation
1.2 1 0.8 0.6 0.4 0.2 0

HP Premium MX870

Q4-2009

Q1-2010

Q2

Q3

HP Customer support failed to counteract reliability issues

Product Support
1.05 1 Score 0.95 0.9 0.85 0.8 Q4-2009 Q1-2010 Q2 Q3 HP Premium MX870

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Product Attribute Comparison
2.50 2.00 1.50 1.00 0.50 0.00

Index Score

Print quality 1.41 1.31

Photo quality 1.42 1.28

Fax quality 1.34 0.87

Wireless Usability 1.06 1.04 1.84 1.98

Value/Pr Feature Recomm Scanning ice set ended 1.44 1.53 1.34 1.14 1.14 1.07 1.37 1.39

HP Photosmart Premium Canon PIXMA MX870

HP Photosmart Premium Attributes Print quality Photo quality Fax quality Wireless Usability Value/Price Feature set Scanning Recommended Score 1.41 1.42 1.34 1.06 1.84 1.44 1.34 1.14 1.37 Negative Votes 4% 0% 13% 20% 4% 7% 0% 18% 0% Positive Votes 96% 100% 88% 80% 96% 93% 100% 82% 100%

Canon PIXMA MX760 Score 1.31 1.28 0.87 1.04 1.98 1.53 1.14 1.07 1.39 Negative Votes 13% 0% 0% 50% 0% 0% 0% 33% 20% Positive Votes 87% 100% 0% 50% 100% 100% 100% 67% 80%

Disclaimer: This analysis uses a statistically representative subset, but not the complete set of the customer reviews published on popular public sites before July 31, 2010. In the course of an engagement, the complete set would be collected, monitored for updates, and analyzed. Products, brands and their competitors are selected by Amplified Analytics’ customers.

©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801 info@amplifiedanalytics.com

415-742-2580 www.amplifiedanalytics.com