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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.

©Amplified Analytics Inc.


206 Water Street, Pt. Richmond, CA 94801 415-742-2580
info@amplifiedanalytics.com www.amplifiedanalytics.com
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 HP Premium
0.4
MX870
0.2
0
Q4-2009 Q1-2010 Q2 Q3

HP Customer support failed to counteract reliability issues

Product Support
1.05
1
0.95
Score

HP Premium
0.9
MX870
0.85
0.8
Q4-2009 Q1-2010 Q2 Q3

©Amplified Analytics Inc.


206 Water Street, Pt. Richmond, CA 94801 415-742-2580
info@amplifiedanalytics.com www.amplifiedanalytics.com
Product Attribute Comparison
2.50
2.00
Index Score

1.50
1.00
0.50
0.00
Print Photo Fax Value/Pr Feature Recomm
Wireless Usability Scanning
quality quality quality ice set ended
HP Photosmart Premium 1.41 1.42 1.34 1.06 1.84 1.44 1.34 1.14 1.37
Canon PIXMA MX870 1.31 1.28 0.87 1.04 1.98 1.53 1.14 1.07 1.39

HP Photosmart Premium Canon PIXMA MX760

Negative Positive Negative Positive


Attributes Score Score
Votes Votes Votes Votes
Print quality 1.41 4% 96% 1.31 13% 87%
Photo quality 1.42 0% 100% 1.28 0% 100%
Fax quality 1.34 13% 88% 0.87 0% 0%
Wireless 1.06 20% 80% 1.04 50% 50%
Usability 1.84 4% 96% 1.98 0% 100%
Value/Price 1.44 7% 93% 1.53 0% 100%
Feature set 1.34 0% 100% 1.14 0% 100%
Scanning 1.14 18% 82% 1.07 33% 67%
Recommended 1.37 0% 100% 1.39 20% 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 415-742-2580
info@amplifiedanalytics.com www.amplifiedanalytics.com