Konica Minolta Business Solutions U.S.A., Inc. has received first place in Brand Loyalty in the Brand Keys Customer Loyalty Engagement Index® (CLEI) for the eighteenth consecutive year. The win confirms that Konica Minolta best meets, or exceeds, customer expectations among all brands competing in the “MFP Office Copier” category.
Brand Keys, a New York–based client loyalty and engagement consultancy, publishes the annual syndicated study, which recognized Konica Minolta for being the leader in Brand Loyalty among all multifunction printer (MFP) brands. The Brand Keys’ data paints a detailed picture of the category drivers that engage customers, engender loyalty and drive real profits.
This year’s results revealed dramatic differences in how loyalty operates as the most accurate predictor of consumer purchasing behavior, sales, brand market share and profits. The 2025 research revealed interesting data on the connection between loyalty and brand profitability. For example, an increase in loyalty of 5% can increase lifetime profits per customer by as much as 86% (down 9% from initial 1997 measures, but still exceptionally high, especially with ecommerce factored in.) Additionally, it now costs 15 to 22 times more to recruit a new customer than to keep an existing one – up 20 percent from 1997.
“Earning this recognition from Brand Keys for the eighteenth consecutive year reflects not just our commitment to excellence, but the strong partnerships we’ve built with our customers through two decades of innovation in the MFP market. This unprecedented achievement demonstrates how our customer-centric approach – delivering high-quality products and responsive service – consistently transforms first-time buyers into long-term brand advocates,” said Jordan Liebman, senior VP, Marketing & Communications, Konica Minolta (pictured). “As the research shows, customer loyalty directly impacts profitability, and we’re proud that our focus on exceeding customer expectations has resulted in enduring relationships that drive mutual success. The trust our customers place in Konica Minolta inspires us to continue innovating and delivering solutions that not only meet their current needs but anticipate future challenges in their digital transformation journey.”
Brand Keys’ 28th annual CLEI and research consultancy identifies brands that are best able to engage clients by meeting or exceeding their expectations, thereby creating client loyalty. The Index recognizes the brands that receive the highest loyalty and engagement assessments, and surpass competitors for responding to the category values customers desire most.
“The loyalty paradigm has changed dramatically over the past decade. Happily, consumer loyalty can be measured, achieved and leveraged. But it isn’t something that just shows up one day,” said Robert Passikoff, Brand Keys Founder and President. “As research has proven, brands best at building loyalty, such as Konica Minolta, win more customers, more sales and much bigger market shares. Kudos for their strong hold on this aspect of their business and congratulations for another year at #1.”
This year’s Brand Keys Customer Loyalty Engagement Index survey included 81,348 consumers, 16 to 65 years of age, examining their relationships with 1,100 brands in 104 categories. View the complete list of the highest-rated brands.
