2012 Report on Global Citizenship

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.