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Canon Survey Finds Its Support Bests Nikon
6 December 2016
Canon has released the results of a nationwide third-party blind survey showing "customers perceive Canon's service times to be faster than Nikon's and that customer satisfaction with tech support is higher for Canon than it is for Nikon."
The survey was conducted primarily among 2,300 professional, semi-professional and advanced amateur photographers in November.
"Our customers need service they can count on," said Yuichi Ishizuka, President and COO, Canon U.S.A., Inc. "We are very proud of our achievements in delivering world-class service and support. By making customer service an integral part of our business model, we are positioned to meet and exceed the changing needs and expectations of our customers."
KEY FINDINGS
The company cited two key findings from the survey:
- Ultra-Fast Service: 76.9 percent of Canon customers who have had a service experience in the last 18 months indicated that the speed of their service was either ultra-fast or fast compared to 64.7 percent for Nikon.
- Support Matters: 90.4 percent of Canon customers indicated that they were completely satisfied or satisfied with the technical support they received, as compared to 73.7 percent of Nikon's customers.
Canon said it has 10 service locations across the country (including Hawaii) with two call centers (Virgina and New Mexico) with an average wait time of 78 seconds. The service teams are 100 percent U.S.-based with 600 "all-Canon" employees in a network of over 1,100 team members.
For more information see the news release below.
Canon U.S.A. Releases Survey Results Confirming Consumer Perceptions of Faster Service Times and Higher Tech Support Satisfaction Over Major Competitor
MELVILLE, N.Y. -- Canon U.S.A., a leader in digital imaging solutions, has announced the findings from a nationwide third-party blind survey that compared customer perceptions concerning the speed of service and quality of tech support offered by Canon and Nikon. The survey was conducted among photographers (primarily professional, semi-professional and advanced amateur) in November 2016 and found that customers perceive Canon's service times to be faster than Nikon's and that customer satisfaction with tech support is higher for Canon than it is for Nikon.
"Our customers need service they can count on," said Yuichi Ishizuka, President and COO, Canon U.S.A., Inc. "We are very proud of our achievements in delivering world-class service and support. By making customer service an integral part of our business model, we are positioned to meet and exceed the changing needs and expectations of our customers."
Key Survey Findings
- Ultra-Fast Service: 76.9 percent of Canon customers who have had a service experience in the last 18 months indicated that the speed of their service was either ultra-fast or fast compared to 64.7 percent for Nikon.
- Support Matters: 90.4 percent of Canon customers indicated that they were completely satisfied or satisfied with the technical support they received, as compared to 73.7 percent of Nikon's customers.
Canon has made significant investments in service and support programs and operations, starting with the opening of their first call center in Chesapeake, VA in 1995. The Co. prides itself on providing 100 percent in-house U.S. technical support. When it comes to call center operations, keeping all tech support calls in-house allows the Co. to tightly control the quality and depth of the tech support provided. Canon maintains full control of its customers' repair transactions, unlike other industry players that may rely on local third-party service providers to augment their service processing. This is a key differentiator for Canon and is one of the factors that allows the brand to control quick turn-around times and quality service.
About the Ultra-Fast Canon Service & Support Team
- Support Across the Country: Canon's Service & Support Network spans from the East to the West Coast (reaching as far as Honolulu, HI) with 10 locations totaling more than 300,000 square feet of space devoted to serving customers. Canon has two call center locations -- in Virginia and New Mexico -- which boast an average wait time of only 78 seconds to talk to a live tech support representative. There are also three locations in key metropolitan areas that specifically cater to professional customers, in addition to four factory service locations that serve all customers. Canon also has a Customer Care Center, which offers a service drop-off point at its corporate headquarters located in Melville, NY. In the spring of 2017, the Canon Hollywood Professional Technology & Support Center will relocate to Burbank, CA. In this new location, Canon service and support will be enhanced even further to assist the growing number of professional filmmakers and broadcast production clients in Southern California.
- It's More Than Just Support: The Canon Experience Center located in Costa Mesa, CA, not only offers service, but is also home to Live Learning workshops and seminars that provide opportunities to learn the latest photography, video and printing techniques. Additionally, both the Costa Mesa and Lyndhurst, NJ, locations house product showrooms where customers can explore the latest Canon products.
- 100 Percent U.S.-Based Team: Canon provides 100 percent U.S.-based tech support that is completely in-house staffed with over 600 "all Canon" employees. Canon's combined nationwide service and support network is comprised of over 1,100 expert service and support team members who maintain full control of service quality and speed of repair transactions.
In addition to announcing the results of this survey, Canon has also launched a new digital advertising campaign that highlights the Company's knowledgeable tech support staff and efficient service times that average 2.82 days (1.59 days for Canon Professional Services Platinum members)1.
About the Survey
A blind survey was conducted between the dates of Nov. 17-22, resulting in over 2,300 responses from photographers, primarily professional, semi-professional and advanced amateurs. The methodology and results were validated by a third-party expert, Dr. William Bleuel, Ph.D.