Listening, Learning, Responding
These examples of stakeholder engagement that follow remind us of our responsibility to behave as a valuable partner for customers and suppliers, to act as a good employer for our people, to provide a sound investment for shareholders, and be a good corporate citizen for the communities where we live and work, and much more.
|Focus||How We Engage||Examples|
Sentinel Customer Satisfaction Measurement System™: real-time customer feedback in a closed-loop process
Net Promoter Survey
Competitive Benchmark Surveys
Customer Care Officer of the Day
Through our Sustainability Forum we 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.
We solicit feedback on our customers’ relationship with Xerox – like ease of purchase, product installation and service responsiveness. Surveys rated “not satisfactory” are assigned to a person responsible for resolving the problem through a closed-loop process.
In 2008 we moved from overall satisfaction to a new metric – Net Promoter Score – that indicates whether a customer is willing to recommend Xerox to a friend or colleague based on their total experience with Xerox.
Sentinel employee feedback tool
Employee pulse surveys
Town hall meetings
Hidden Cost Program
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.
Senior executives participate in bimonthly interactive Web Chats broadcast live over the company’s Intranet to employees around the world.
Xerox Chairman Anne Mulcahy hosted 21 employee roundtables or town hall meetings, and CEO Ursula Burns hosted 16 employee roundtables and 13 town halls with employees from around the world.
We asked employees to help identify hidden costs. So far, 1,348 hidden costs have been submitted with estimated costs savings of $5–10 million.
Annual meeting of shareholders
One-on-one investor briefings
Annual investor conference
We hosted 38 small group meetings with potential investors in major markets including Boston, Chicago, New York, San Francisco, Los Angeles, Philadelphia, Baltimore, Kansas City, London, Frankfurt, Zurich and Milan.
Xerox executives spoke with investors/analysts through more than 250 one-on-one meetings and phone calls.
Routine business reviews with key suppliers
Review key suppliers’ compliance with the EICC code of conduct
|EICC compliance reviews will be complete for 40% of the Xerox key suppliers by year-end 2009.|
|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 more than 40 years ago.|
|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.