J.D. Power and Associates Reports: Lanier Brand Ranks Highest in Inaugural Copier/Multifunction Product Customer Satisfaction Study

Business Wire, May 13, 2002

Business Editors

ATLANTA--(BUSINESS WIRE)--May 13, 2002

Business users of digital and analog copiers and multifunction

products note Lanier's affordability, ease of use, and appearance

With top marks in three of the five drivers that determine copier customer satisfaction, Lanier brand ranks highest in overall product satisfaction, according to the J.D. Power and Associates 2002 Black and White Copier/Multifunction Product Customer Satisfaction Study(SM).

The inaugural study, based on responses from nearly 1,500 business users of digital and analog copiers and multifunction products, is designed to monitor customer satisfaction with the copier product as well as the sales and service experience.

While customers express the least satisfaction with the costs of operating their copiers in general, Lanier rates significantly better than average in operation cost, which greatly influenced the brand's top ranking. Lanier also receives the highest marks for ease of use and appearance, which includes machine style and size.

According to J.D. Power and Associates, customers say that Lanier products are easy to use, whether it be clearing paper jams, adding paper or reading the manual, and that overall, Lanier receives consistently high marks across all attributes for ease of use.

Other factors that comprise product satisfaction include: machine performance, which includes copy quality and frequency of minor problems and severe failures, and machine features, which incorporates attributes such as automatic paper feed and copy speed.

The digital copier market has grown rapidly over the past few years and now represents nearly three-quarters of machines with copy speeds ranging from 11 to 69 copies per minute (cpm). The study shows that, in general, product satisfaction is higher for digital machines than for analog and is driven by the machine performance and machine features factors. However, analog machine customers appear much more satisfied with their machine's ease of use.

"We were certainly pleased to learn the results of this important study," said Lanier CEO Nori Goto. "We stand behind our philosophy of Customer Vision(R) -- seeing our business through the customer's eyes and responding as a team to their needs at or above expectations. It is a testament to that practice that our customers rank us so highly, and keeping our finger on the pulse of our customer base ensures that we are maintaining affordable, quality products to the end user."

In addition to measuring satisfaction with copier products, the study also covers sales and service satisfaction, as well as the shopping experience and repurchase intentions. Sales satisfaction is measured by the salesperson, price, delivery, paperwork/finance and variety. Service satisfaction covers fulfillment of service requests; time technician needs to perform service; technician's concern for specific needs; technician's explanation of service; ease of getting the dispatcher when calling; technician's ability to visit an office in a timely manner; and ability to diagnose problems properly.

"Lanier takes a different approach than ordinary office systems providers," said Goto. "Our innovative applications are on the cutting edge of technology, and our customers are benefiting from our DOCutivity(R) process -- providing document management solutions designed to improve our customers' productivity."

The 2002 Black and White Copier/Multifunction Product Customer Satisfaction Study, which was fielded in February and March 2002, is based on responses from business users of copiers and multifunction products purchased new after January 1, 2000. Multifunction products are devices that are copier-based, but also have the functionality to print, scan or fax documents. The products covered in the study have speed ranges of 11 to 69 cpm.

ABOUT J.D. POWER AND ASSOCIATES

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on actual responses from millions of consumers annually. J.D. Power and Associates can be accessed through the Internet at www.jdpa.com. Media e-mail contact: john.tews@jdpa.com or michael.greywitt@jdpa.com.

ABOUT LANIER WORLDWIDE, INC.

Lanier Worldwide, Inc. is a wholly owned subsidiary of Ricoh Corporation, the Americas sales and marketing unit of Ricoh Company, Ltd., a $14 billion global manufacturer of digital copier/printers. Lanier helps its customers succeed by understanding their unique document management needs and delivering systems and services that increase efficiency, reduce cost and improve document workflow. Award-winning solutions include digital copier/printers (color and black and white), fax systems and multifunction devices, as well as facilities management and outsourcing services. Lanier distinguishes itself through DOCutivity(R), a unique methodology used to develop innovative solutions to achieve business results. Lanier has earned industry-wide recognition for dedication to customer service, embodied in a company philosophy called Customer Vision(R). Founded in 1934, Lanier is based in Atlanta, Georgia, USA. For more information, please visit www.lanier.com.