Imagistics scores high-level marks in product and service
TRUMBULL, CONN.--(BUSINESS WIRE)--Nov. 10, 2003-- Imagistics International Inc. (NYSE: IGI) announced today that it has been awarded the highest rank in a tie in copier/multifunction product satisfaction according to the J.D. Power and Associates 2003 Copier Customer Satisfaction Study(SM). J.D. Power and Associates is globally recognized as a marketing information firm that represents the voice of the customer.
The study is based on responses from nearly 3,000 decision-makers at small, medium and large business users in the first 18 months of copier ownership, and measured the satisfaction of business customers with copier/multifunction products based on three measures that define the customer experience: product, sales and service.
"This award follows closely on the heels of the 2003 Buyers Lab Award for 'Most Outstanding Multifunctional Product Line of the Year' and the achievement of these two prestigious awards from independent sources clearly demonstrates to our customers that Imagistics delivers performance driven copier/printers to multiple office segments," said Marc C. Breslawsky, Imagistics Chairman and Chief Executive Officer.
Mr. Breslawsky continued, "Before we incorporate a product into our line, we ensure it meets our stringent operational requirements by conducting rigorous performance and reliability testing in our lab and quality control center. These systems are sold and supported by our nationwide, company owned direct sales and service organizations."
Direct Sales and Distribution Channel Delivers Higher Satisfaction Ratings
The J.D. Power and Associates study indicated that companies using a direct sales model and controlled distribution channel, compared to those brands distributed by independent, multi-brand providers received higher satisfaction ratings from respondents.
Mr. Breslawsky added, "Imagistics has always believed in the direct sales and service model because it provides an opportunity to cultivate deeper customer relationships, build brand loyalty, and promote a more satisfying service experience. With multifunctional copier/printers increasingly becoming a part of a company's IT network, it's critical to have a sales force and service team like ours that understands the broader implications of systems integration."
Key Facts
Imagistics:
-- Employs a national team of 1,000 sales consultants and a
network of 1,400 service technicians and support personnel.
-- Operates a 24/7 Digital Help Desk and Diagnostic Center in
Florida providing customers with immediate help and triage
that significantly eliminates the need for a service call.
-- Has an average response time of approximately four hours and a
"first-time fix" rate of 94 percent that maximizes uptime and
eliminates costly downtime.
-- Averages 98% fleet uptime performance.
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