MELVILLE, N.Y., Dec. 5, 2016 /PRNewswire/ -- Canon
U.S.A., a leader in digital
imaging solutions, announced today 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 Company 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
Company 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 (CPS) Platinum members)1.
About the Survey
A blind survey was conducted between
the dates of November 17-22, 2016,
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.
About Canon U.S.A.,
Inc.
Canon U.S.A., Inc., is a leading
provider of consumer, business-to-business, and industrial digital
imaging solutions to the United
States and to Latin America
and the Caribbean (excluding
Mexico) markets. With
approximately $31 billion in global
revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third
overall in U.S. patents granted in 2015† and is one of Fortune
Magazine's World's Most Admired Companies in 2016. Canon
U.S.A. is committed to the highest
level of customer satisfaction and loyalty, providing 100 percent
U.S.-based consumer service and support for all of the products it
distributes. Canon U.S.A. is
dedicated to its Kyosei philosophy of social and
environmental responsibility. In 2014, the Canon Americas
Headquarters secured LEED® Gold certification, a recognition for
the design, construction, operations and maintenance of
high-performance green buildings. To keep apprised of the latest
news from Canon U.S.A., sign up
for the Company's RSS news feed by visiting www.usa.canon.com/rss
and follow us on Twitter @CanonUSA. For media inquiries, please
contact pr@cusa.canon.com.
† Based on weekly patent counts issued by United States
Patent and Trademark Office.
Nikon is a registered trademark of Nikon
Corporation.
All referenced product names, and other marks, are trademarks
of their respective owners.
1 As measured by the date service is
approved to the date the service is performed.
Canon U.S.A.
Website:
www.usa.canon.com
For sales information/customer
support:
1-800-OK-CANON
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SOURCE Canon U.S.A., Inc.