Satisfying Customers

We succeed through satisfied customers. Satisfying customers requires us to understand how each customer defines their own version of a "great experience." In 2011, we launched an initiative to ensure an even stronger focus on understanding and fulfilling customer needs and expectations. This initiative solicits feedback from our customers on a global basis, and provides detailed insights top to bottom through our management chain. Improved closed-loop follow-up processes and analytics are now enabling faster responses to individual problems, as well as identification of systemic issues. To address these systemic issues, we have also reinforced our global customer experience improvement processes to drive the necessary changes to fully satisfy our customers.

Relationship Surveys
The Customer Relationship Survey measures our customers' satisfaction associated with our overall partnership, product quality, implementation, sales and customer support, invoicing and problem resolution. Real-time alerts are sent to account managers to address concerns if required, or respond to changing needs. Comprehensive reporting and analysis is provided to all levels of management to drive responses to immediate needs, and guide prioritization of investments into improvement initiatives.

Transactional Surveys
To monitor our operational performance, we solicit feedback at key touch points during interactions with our customers– such as at the installation of a product, ordering of consumables or on completion of a technical service call. Customer surveys that are rated "unsatisfactory" are assigned to a person responsible for resolving the problem through a closed-loop process. We also use Lean Six Sigma techniques to understand the underlying issues and improve the baseline processes to prevent problems from occurring.

We continually strive to improve processes and support for our customers. Achievement of industry awards is proof of our customer service leadership in the industry. Xerox Service & Support earned five consecutive certifications with Technology Services Industry Association (TSIA) Excellence in Service Operations from 2006-2010. The significance is that all forms of customer support- Phone, On-Line, On-Site - were evaluated by independent service industry expert auditors who attested Xerox support services were among the best in class in the industry.

In addition to the TSIA Excellence in Service Operations, we have been inducted into the TSIA Star Award Hall of Fame.

Xerox Services Outsourcing Client Surveys
For our outsourcing clients, we measure customer satisfaction through an automated satisfaction survey administered twice annually. We use two types of surveys: one to all clients with open/active projects and one to clients who had a project completed since the previous survey. The surveys are based on a rating scale from 1 – 10, with 10 being the most satisfied. We develop an improvement plan for clients who score below 8, monitor the execution of the plan monthly and then evaluate the next survey results for the outcomes of the improvement plan.

Sentinel Customer Satisfaction Assurance System
Ensuring a great customer experience is not just about listening and measuring at key touch points and taking action if required. It is also about proactively soliciting and taking care of any latent concerns. The Sentinel Customer Satisfaction Assurance System addresses customers' requirements for superior service with a patented Web-based customer relationship management system, which defines customer satisfaction as the absence of any customer problems, stated or unstated.

The Sentinel system sends monthly email check-ins to customers asking if any problems exist with Xerox that have not been resolved to their satisfaction. If yes, the system collects details around the issue. If no, customers have the option to send a comment/suggestion or delete the email. The Sentinel system records all feedback. If there is a problem, a closed loop process ensures that the issues are resolved.

With the Sentinel system, we can quickly identify potential issues and make adjustments in real time, which strengthens customer relationships, improves performance and uses more-timely ideas and solutions to assure better levels of customer satisfaction.

Social Media
We have initiated several customer support social media offerings, enhancing the online support experience and providing new ways for customers to engage with Xerox:

  • The Support Community offers a peer-to-peer forum where customers and other industry professionals can collaborate about Xerox equipment and software. Customers may also access this online community with their mobile devices enhancing their support experience with social networking on the go. The community can be accessed at forum.support.xerox.com.
  • The At Your Service blog provides customers with a witty and insightful look into equipment features and services. Customers may subscribe to the bi-weekly blog post, which can be accessed at atyourservice.blogs.xerox.com.
  • Xerox's latest support news is shared with followers of the @XeroxSupport Twitter handle.
  • Customers can view support and driver information tailored to their own Xerox fleet, view meter reads and complement Account Management services by taking advantage of our fully customizable personalized portal offering, which is available at www.xerox.com/mysupport.
Xerox is also actively listening to, and engaging in conversations generated by consumers in public forums and social media. This effort is to better understand consumers' experiences with our products and processes, and perceptions of our brand. Social media listening focuses on individual, publicly available conversations, and provides insight into the impact of our products, processes, people, innovations and communications.

Xerox Corporate Focus Executive Program
The Xerox Corporate Focus Executive Program is aimed at fostering relationships with our top 100 corporate accounts. A senior Xerox executive is assigned to collaborate with our account team to: understand customer requirements; establish and implement strategic account plans; marshal resources to eliminate customer concerns; and build strong, productive customer partnerships that enhance customer satisfaction and accelerate Xerox revenue growth.

Customer Care Officer of the Day
Thirty-six company officers rotate the responsibility to be "Customer Care Officer of the Day." During their assigned day, these individuals assume personal responsibility for dealing with any and all customer concerns that come into headquarters. The Officer of the Day has three main priorities: listen to customers; resolve their problems; and assume responsibility for fixing the underlying causes.

Xerox's Midas+Live works with Electronic Medical Records to improve healthcare

Serving Customers | Satisfying Customers

Hospitals and other healthcare organizations have one mission: improving the quality of patient care. Xerox solutions are helping more than 1,500 healthcare providers make better use of the data they amass on a daily basis – from identifying and treating chronic disease, to eliminating a patient's return trip to the hospital, to predicting and preventing medical complications. In the past, hospitals analyzed data after patients were discharged or events occurred. Our Midas+ Live changes all that. It works with a hospital's Electronic Medical Record (EMR) system, and alerts caregivers when any of thousands of possible changes in a patient's condition happen simultaneously – such as an increase in temperature or low blood pressure, combined with various lab and radiology results. This information can then be used to inform the caregiver prior to a decline in the patient's condition. We're also helping medical professionals identify hospital-acquired infections more quickly, through text mining technology developed at the Xerox Research Centre Europe. This technology can analyze information in patient records – such as symptoms, drugs and types of bacteria found. If there's risk potential, the system alerts caregivers, so they can take action to help the patient and stop the infection from spreading.

Learn more on what we are doing to improve patient care

Xerox Drives Innovation with Virtual Lab Open to All

Serving Customers | Satisfying Customers

Xerox created a website to encourage customers to play a part in the exploratory research that serves as a source for new products, applications and services. Open Xerox is an online portal, providing instant access to our latest innovations and allowing anyone to test pilot technology and provide feedback directly to lab scientists and engineers.

Visit Open Xerox

Learn more about Open Xerox

Close

Our Progress

"All of us at Xerox are determined to build a company that serves all its stakeholders - the shareholders who invest in us; the customers who trust us to make them better; the employees who bring their minds and hearts to our belief that good financial results and good citizenship are synergistic; the communities in which we live and work and that deserve our engagement; and, ultimately, the planet, which we all have an obligation to preserve and sustain."

- Ursula Burns, Chairman and Chief Executive Officer

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  • Sustaining Business

    Independence of the Board

    Based on standards for independence developed by the New York Stock Exchange, the Xerox Board of Directors is currently 90% independent...
    See More

  • Evolving the Workplace

    Employee Satisfaction

    74% of surveyed employees responded favorably to the statement "My work gives me a feeling of personal accomplishment" on our proprietary Voice of the Employee Survey...
    See More

  • Evolving the Workplace

    Employee Inquiries

    The Sentinel Customer Satisfaction Assurance System™, a Xerox proprietary Web-based polling/routing/reporting system...
    See More

  • Evolving the Workplace

    Diversity: Women in Management

    We gain a competitive advantage as we continue to draw on the experience and creativity of a well-balanced, diverse work force.
    See More

  • Evolving the Workplace

    Diversity: Minorities in Management

    Minorities represent 37.5% of employees and 13.2% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.
    See More

  • Evolving the Workplace

    Recordable Injury Rate

    We strive toward a goal of zero injuries, with continual improvement in safety performance in both injury frequency and severity.
    See More

  • Evolving the Workplace

    Days Away from Work Case Rate

    We strive to prevent all injuries and illnesses and place special emphasize on the elimination of serious incidents...
    See More

  • Serving Customers

    Equipment Market Share

    Xerox is the leader in equipment revenue market share for the tenth straight quarter (1Q2012). We offer the industry's broadest portfolio...
    See More

  • Serving Customers

    Patents Awarded to Xerox

    The Xerox group garnered over 1,600 patents total. Xerox was granted 1,030 U.S. patents and our joint venture in Japan, Fuji Xerox Co. Ltd.,...
    See More

  • Serving Customers

    Customer Service

    Service and support for Xerox products earned five consecutive industry certifications from 2006-2010.
    See More

  • Serving Customers

    Market Leadership

    The Xerox commitment to our customers has gained worldwide recognition. Independent Industry analysts rate our products and services...
    See More

  • Caring for Communities

    Xerox Foundation Giving

    In 2011, 1,672 non-profit organizations, colleges and universities received direct financial support from the Xerox Foundation through grants...
    See More

  • Caring for Communities

    Employees in Community Activities

    The Xerox Community Involvement Program marries the voluntary spirit of our employees with Xerox funding to participate...
    See More

  • Preserving the Planet

    Recycle Rate

    Facilities in Wilsonville, Oregon and Venray, the Netherlands joined the Emulsion / Aggregation Toner manufacturing operation in Webster, New York achieving "zero waste to landfills...
    See More

  • Preserving the Planet

    Water Consumption

    As part of our commitment to conserve resources, we monitor water consumption across our manufacturing, distribution and R&D facilities worldwide. Water consumption has decreased 37% since 2007 and is down 15% in 2011 compared to 2010...
    See More

  • Preserving the Planet

    Greenhouse Gas Emissions

    Scope 1 and 2 greenhouse gas emissions are down 36% and energy consumption is down 25% from 2002 in our Technology business. The reductions are the result of improved energy efficiency, new technologies and improved energy management practices...
    See More

  • Preserving the Planet

    Achieving ENERGY STAR® Rating

    In 2011, 100% of all of our new eligible products met the current ENERGY STAR (July 2009) requirements. Continued success in cutting the power consumption of our laser-based printing products has been achieved by adjustments in the fuser design...
    See More

  • Preserving the Planet

    Landfill Avoidance Rate

    The Xerox Green World Alliance reuse/recycle program for imaging supplies is central to our commitment to waste-free products. We currently have more than 35 countries participating in the Xerox Green World Alliance...
    See More

  • Preserving the Planet

    Scope 3 GHG Emissions

    We are in the process of expanding Greenhouse Gas tracking to include Scope 3 emissions, beginning with employee business travel. We measured these 2011 Scope 3 emissions at 12K metric tonnes of CO2e, down 14% from 2010...
    See More

  • Preserving the Planet

    Reportable Toxic Releases

    Reported toxic chemical releases and transfers were 15% lower than 2010, primarily due to the reduced production of older products. Methylene chloride releases and transfers, which account for over 50% of reported toxic chemicals...
    See More

The Xerox Board of Directors: Maintaining independence

Sustaining Business

Based on standards for independence developed by the New York Stock Exchange, the Xerox Board of Directors is currently 90% independent. It includes one non-independent director: Xerox Chairman and CEO Ursula M. Burns.

Learn more about the Board's independence and our governance policies.

200820092010
80%80%88%

Voice of employee survey

Evolving the Workplace

74% of surveyed employees responded favorably to the statement "My work gives me a feeling of personal accomplishment" on our proprietary Voice of the Employee Survey.

The survey allows managers to create a personal pulse survey to assess their employees' satisfaction on their job, workgroup, manager, and on Xerox as a whole.

In the past three years, we have surveyed 100% of the global Xerox population in 48 countries and in 25 languages. Each manager receives a personalized report to assist in developing action plans where needed. In addition, we capture global trend data and employee ideas.

See more detailed information on employee satisfaction surveys.

200820092010
No surveys conducted77% (North American data only.)72% (Global data based on 72,000 survey results. The North American percentage agreement is 82 %.)

Addressing employee inquiries

Evolving the Workplace

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.

The drop off in use of the tool in 2011 is due to internal reorganizations and the migration of the tool to a new platform.

See more detailed information on our employee inquiry process.

200820092010
4,219 inquiries4,106 inquiries6,698 inquiries

Employee Diversity – Women employees

Evolving the Workplace

We gain a competitive advantage as we continue to draw on the experience and creativity of a well-balanced, diverse work force. That means we're better able to understand and meet the changing demands for our products and services. Simply stated, a balanced work force makes good business sense.

49.8% of employees in U.S. are women and women represent 25% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.

Learn more about diversity at Xerox.

Learn more about Xerox Diversity: Different ideas. Diverse people. Dramatic results.

200820092010
32.9%27.9%39.6%

Employee Diversity – Minority employees

Evolving the Workplace

Minorities represent 37.5% of employees and 13.2% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.

Employees with different ways of thinking – and different ways of perceiving our world – are employees who create innovative solutions. In a business like ours, whose lifeblood is fresh ideas, this variety of perspectives is a priceless resource – and a key to achieving critical business results.

Learn more about diversity at Xerox.

Learn more about Xerox Diversity: Different ideas. Diverse people. Dramatic results.

200820092010
22.6%20.2%22.7%

Monitoring the safety of our employees

Evolving the Workplace

We strive toward a goal of zero injuries, with continual improvement in safety performance in both injury frequency and severity. In 2011, there was a 1% reduction in the frequency of injuries compared to 2010 performance. Since 1996 there has been a 56% reduction in total recordable injury rate.

Reporting and monitoring of injury frequency rates occurs for different geographies and organizations. The reporting of work-related injuries, illnesses and fatalities is based on the same criteria for all operations, worldwide, regardless of the geography in which they reside.

See more detailed information on our recordable injury rates.

200820092010
Down 2% from 2007Down 7%Up 18%

Preventing injuries and illnesses

Evolving the Workplace

We strive to prevent all injuries and illnesses and place special emphasize on the elimination of serious incidents – those that are significant enough to require missed days of work. 2011 proved to be a challenging year and additional mitigation initiatives have been put in place. Since 1996 there has been a 48% reduction in the days away from work injury rate.

See more detailed information on work injury rates at Xerox.

200820092010
Up 6% from 2007Down 4%Up 4%

Topping the competition

Serving Customers

Xerox is the leader in equipment revenue market share for the tenth straight quarter (1Q2012). We offer the industry's broadest portfolio of document technology and services for businesses of any size, in any industry, anywhere around the world.

Learn more about Xerox products.

200820092010
NA#1 in Q4#1

Innovating for the future

Serving Customers

The Xerox group garnered over 1,600 patents total. Xerox was granted 1,030 U.S. patents and our joint venture in Japan, Fuji Xerox Co. Ltd., received 588 U.S. patents. Xerox and Fuji Xerox collectively invest about $1.5 billion annually in research, development and engineering.

Learn more about innovation at Xerox.

View more information on our patent filings.

200820092010
9401,1311600+

Measuring customer satisfaction

Serving Customers

Service and support for Xerox products earned five consecutive industry certifications from 2006-2010. All forms of customer support – phone, on-line, on-site – were evaluated by independent service industry experts who recognized our support services as among the best in class.

Investments in J. D. Powers certification in prior years have ensured process excellence in technical service delivery. In 2011, we chose to invest in a new customer satisfaction process to ensure a stronger focus on understanding and fulfilling customer needs and expectations.

The new process solicits feedback from our technology customers around the globe and provides detailed insights that help us identify systemic issues and make the necessary changes that ensure strong customer satisfaction. Improved closed-loop follow-up processes also enable faster responses to individual problems.

200820092010
Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.

Industry analysts rate Xerox products and services as market leaders

Serving Customers

The Xerox commitment to our customers has gained worldwide recognition. Independent Industry analysts rate our products and services as leaders in multiple categories. Helping customers better manage their print environment led Gartner to place us in the Leaders Quadrant of the 2011 Magic Quadrant for Managed Print Services Worldwide, while International Data Corp. (IDC) MarketScape lists us as a Market Leader for managed print services for the third year in a row. And it's not just our award-winning technology that garners all the accolades. Gartner placed Xerox as a global leader in the Comprehensive Finance and Accounting Business Process Outsourcing arena and also noted our leadership for Help Desktop Outsourcing Services in North America.

Read more about recognition from IDC.

Read more about Gartner's Maget Quadrant.

200820092010
Gartner, Inc.: Leaders Quadrant in the Magic Quadrant for Managed Print Services Worldwide, MFPs and Printers, and Comprehensive HR BPO.Gartner, Inc.: Leaders Quadrant in the Magic Quadrant for Managed Print Services Worldwide, CRM Contact Center BPO for North America, and Comprehensive Human Resources Business Process Outsourcing.
Gartner, Inc.: Leaders Quadrant in the 2010 Magic Quadrant for Managed Print Services Worldwide, MFPs and Printers, and Finance & Accounting Business Process Outsourcing.

Gartner, Inc.: Visionaries Quadrant t for Enterprise Content Management (ECM).

IDC: A leader in Worldwide and U.S. Outsourced Print and Document Services Forecast and Analysis and in IDC's 2010 MPS MarketScape report.

The Xerox Foundation

Caring for Communities

In 2011, 1,672 non-profit organizations, colleges and universities received direct financial support from the Xerox Foundation through grants, matching gifts or community involvement activities. We focus our investments in the following areas:

  • Education and workforce preparedness
  • Science and technology
  • Environmental affairs
  • Employee and community affairs
  • National and cultural affairs

Learn more about the Xerox Foundation.

See more detailed information on Xerox Foundation giving.

200820092010
$12.6 million$12.0 million$12.5 million

The Xerox Community Involvement Program

Caring for Communities

The Xerox Community Involvement Program marries the voluntary spirit of our employees with Xerox funding to participate in the betterment of the communities where we live and work. In 2011, 12,291 Xerox people participated in 751 projects and the Xerox Foundation invested over $1 million in the program.

Learn more about the Xerox Foundation.

See more detailed information on community involvement programs.

200820092010
9,893 Employees

604 Projects

$909,000
8,650 Employees

648 Projects

$978,018
10,137 Employees

712 Projects

$1,009,584

Our goal: Zero waste to landfills

Preserving the Planet

Facilities in Wilsonville, Oregon and Venray, the Netherlands joined the Emulsion / Aggregation Toner manufacturing operation in Webster, New York achieving "zero waste to landfills."

See more detailed information on Xerox recycling.

200820092010
92%93%92%

Conserving water

Preserving the Planet

As part of our commitment to conserve resources, we monitor water consumption across our manufacturing, distribution and R&D facilities worldwide. Water consumption has decreased 37% since 2007 and is down 15% in 2011 compared to 2010.

See more detailed information on water consumption.

200820092010
Down 15% from 2007Down 7% from 2008Down 7% from 2009

Reducing greenhouse gas emissions

Preserving the Planet

Scope 1 and 2 greenhouse gas emissions are down 36% and energy consumption is down 25% from 2002 in our Technology business. The reductions are the result of improved energy efficiency, new technologies and improved energy management practices.

Having met our Energy Challenge 2012 goal, we are in the process of establishing a new baseline and target.

See more detailed information on greenhouse gas emissions.

200820092010
Down 20% from 2002Down 11% from 2008Down 3% from 2009

New products achieve the ENERGY STAR® rating

Preserving the Planet

In 2011, 100% of all of our new eligible products met the current ENERGY STAR (July 2009) requirements. Continued success in cutting the power consumption of our laser-based printing products has been achieved by adjustments in the fuser design, changes to the properties of the toner, more-efficient electronic controls and the workings of the xerographic system as a whole.

See more detailed information on Energy Star ratings for Xerox Products.

200820092010
80%92%100%

The Xerox Green World Alliance

Preserving the Planet

The Xerox Green World Alliance reuse/recycle program for imaging supplies is central to our commitment to waste-free products. We currently have more than 35 countries participating in the Xerox Green World Alliance. Worldwide, our customers returned more than 3.43 million cartridges, toner containers and other used supply items in 2011. Although Xerox's consumables returns programs have been in existence for two decades, we enhanced the program in 2010 by launching an improved return process for our Canadian operations.

Learn more about the Xerox Green World Alliance.

See more detailed information on the Xerox Green World Alliance.

200820092010
Not determined93.8%94.7%

Reducing emissions by reducing employee air travel

Preserving the Planet

We are in the process of expanding greenhouse gas tracking to include scope 3 emissions, beginning with employee business travel. We measured these 2011 scope 3 emissions at 12,000 metric tonnes of CO2e, down 14% from 2010. A decrease in employee air travel has been achieved through the increased use of videoconferencing and other technology. We're currently in process of collecting scope 3 emissions data on product transportation from third-party carriers.

Assessing scope 3 emissions is challenging but we are making progress and are making our calculations according to the WRI Scope 3 Accounting Standard. We will use the information to prioritize our greenhouse gas emission reduction opportunities and as part of our carbon impact assessments.

See more detailed information on C02e reduction.

200820092010
24 (1000 metric tonnes of CO2e)1214

Reducing toxic releases

Preserving the Planet

Reported toxic chemical releases and transfers were 15% lower than 2010, primarily due to the reduced production of older products. Methylene chloride releases and transfers, which account for over 50% of reported toxic chemicals, were lower by approximately 15 metric tonnes.

See more detailed information on reported toxic releases.

200820092010
346 tons238203