Listening, Learning, Responding

The following examples of stakeholder engagement help us understand how well we’re fulfilling our responsibility as a valuable partner for customers and suppliers, as a good employer for our people, as a sound investment for shareholders, as a good corporate citizen for the communities where we live and work, and much more.


Focus How We Engage Examples

Our Customers
  • Sentinel Customer Satisfaction® Measurement System: real-time customer feedback in a closed-loop process.
  • Annual Customer Satisfaction Measurement Survey.
  • Competitive Benchmark Surveys.
  • Customer Care Officer of the Day.
  • In 2007, we launched our Sustainability Forum to create awareness of the importance of sustainability, share best practices and encourage customers to reduce their environmental footprint by finding “Smarter Ways to Green.” Learn more at www.xerox.com/thoughtleadership.
  • Every day, a company officer is assigned to respond to all customer concerns coming into headquarters that day by following through to resolution.
  • Exchange is an online interactive site to engage in dialogue with our customers on issues that affect their business. To join the conversation, visit www.xerox-exchange.com.

Our People
  • Employee Engagement Survey conducted regularly.
  • Sentinel employee feedback tool on Intranet.
  • Ethics hotline.
  • Open-door policy.
  • Global Webcasts.
  • Town hall meetings.
  • Employee roundtables.
  • Senior executives participate in bimonthly interactive Web Chats broadcast live over the company’s Intranet to employees around the world.
  • CEO Anne Mulcahy hosted 40 employee roundtables or town hall meetings, and President Ursula Burns hosted 17 employee roundtables with employees from around the world.
  • The Sentinel Customer Satisfaction Assurance System™, a Xerox proprietary Web-based polling/routing/reporting system, links employee inquiries or comments through the Intranet with appropriate Xerox contacts to identify and track any comment, suggestion or unresolved problem for action.

Our Shareholders
  • Annual meeting of shareholders.
  • Quarterly teleconferences.
  • One-on-one investor briefings.
  • Annual investor conference.
  • We hosted 23 small group meetings with potential investors in major markets including Boston, Chicago, New York, San Francisco, Los Angeles, Dallas and Kansas City.
  • Xerox executives spoke with investors/analysts through more than 150 one-on-one meetings and phone calls.

Our Suppliers
  • Quarterly business reviews with key suppliers.
  • Review key suppliers’ compliance with the EICC code of conduct.
  • Fifty percent of compliance reviews were completed with key suppliers in high-risk regions – the remaining reviews are planned for completion by year-end.

Our Communities
  • Employees contributed their time and talents in hundreds of community-related projects worldwide.
  • More than 70,000 students have participated in the U.S.-based Xerox Science Consultants Program since its start 40 years ago.
  • In Poland, through the “Xerox – Better Start!” program, students team up with Xerox employees to learn first-hand about working at a large global company. The students, who are orphans and/or physically handicapped, gain on-the-job experience from their Xerox mentors and leave the program with the skills necessary to begin their careers.

Our World: Public Policy Makers
and Influencers
  • Through active memberships with business and trade associations and frequent engagement with public policy makers, Xerox helps to educate on key issues related to its business, industry and stakeholders.
  • Xerox is partnering with the Rochester Institute of Technology’s Golisano Institute for Sustainability to provide programs that embrace the principles of sustainability in product development.
  • Xerox joins Microsoft, Intel, IBM and other high-tech leaders as a founding corporate member of the Information Overload Research Group. IORG is dedicated to boosting workplace productivity by fighting information overload through the development of solutions to sort and categorize the flood of electronic information from cell phones, e-mail, instant messages and billions of printed pages worldwide.