Canon, Nikon, Panasonic, Ricoh and Sony each rank highest in their respective segments in customer satisfaction with digital cameras in Japan, according to the 2009 Japan Digital Camera Satisfaction Study.

Now in its third year, the study measures customer satisfaction among digital camera users in five segments: single-lens reflex; compact high end (cameras priced at ¥50,000 or more with an optical zoom less than 10); compact zoom (cameras with an optical zoom of 10 or more); compact stylish (cameras priced less than ¥50,000 with an optical zoom of less than 10 that are not dry-cell battery compatible); and compact standard (cameras priced less than ¥50,000 with an optical zoom less than 10 that are dry-cell battery compatible). Within each segment, four factors are measured to determine customer satisfaction: functions/performance, picture quality, design, and operability. 

Single-Lens Reflex Segment
For a third consecutive year, Nikon ranks highest in the segment, achieving an overall satisfaction score of 711 on a 1,000-point scale. Nikon performs particularly well in picture quality. Canon and Pentax tie to follow Nikon in the segment, each receiving a score of 697. Canon performs particularly well in functions/performance while Pentax performs well in operability.

Compact High-End Segment
Ricoh ranks highest in the segment with an overall satisfaction score of 713. Ricoh performs particularly well in the design factor. Canon (704) follows Ricoh and performs well in the functions/performance factor, while Panasonic ranks third in the segment with a score of 660.

Compact Zoom Segment
Among the seven manufacturers included in the segment, Canon ranks highest with an overall satisfaction score of 660. Canon performs well across all factors. Sony (659) follows Canon in the segment, while Nikon (657) ranks third.

Compact Stylish Segment
Sony ranks highest in the compact stylish segment with an overall satisfaction score of 657. Sony performs particularly well in the design and picture quality factors. Canon (656) closely follows Sony to rank second, performing particularly well in operability, while Nikon ranks third with 654 points.

Compact Standard Segment
Panasonic ranks highest with an overall satisfaction score of 625, performing well in functions/performance and picture quality. Canon follows with a score of 619, performing particularly well in operability, while Nikon (611) ranks third and performs well in the design factor.

The study finds that regardless of the segment, customers with high satisfaction levels are much more likely to indicate they would purchase their next digital camera from the same manufacturer, compared with customers who are less satisfied. Additionally, 42 percent of customers in the high-end segment and 32 percent of customers in the zoom segment report they “definitely or probably” will purchase a digital single-lens reflex camera from the same manufacturer.

“With such a high percentage of high-end digital camera owners interested in purchasing a single-lens reflex camera for their next camera, it would be particularly beneficial for manufacturers to offer a full product line that includes various camera types,” said Hiroyasu Hirashima, manager of the client services group at J.D. Power Asia Pacific, Tokyo. “In an increasingly competitive market, this is particularly important for companies to retain customers and maintain the bottom line.”

The 2009 Japan Digital Camera Satisfaction Study is based on responses from 11,964 owners who purchased a digital camera between January 2008 and January 2009. The study targeted 244 different models from nine manufacturers and was fielded in January 2009.

Courtesy: J.D. Power and Associates

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Posted by Naresh Koshti on 28 April, 2009 4:16:14 PM IST #