xerox.com

Stakeholder Engagement

Broadening the Bottom Line: People, Planet, Profit
As part of the way we do business, Xerox seeks to be a valuable partner. That is, a partner with our customers, suppliers, employees and those who invest in our brand. A citizen of the world, Xerox honors the communities where we operate and our people reside. How are we fulfilling this far-reaching commitment? The following stakeholder engagements are a few of the ways we expand our perspective to the benefit of all.

As part of our ongoing dialogue with stakeholders, we welcome your feedback. For additional information, questions or comments on this report, please e-mail us at citizenship@xerox.com.

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 Brazil, Sentinel is used to determine a Net Experience Score, which calculates the proportion of problem-free accounts with our goal to get as close to a 100% problem-free environment as possible.
  • Every day, a company officer is assigned to respond to all customer concerns coming into headquarters that day by following through to resolution.
  • In Germany, we use a Service Experience Survey to query the customer experience from initial call to resolution.
  • We’ve hosted dozens of sustainability forums with customers, sharing best sustainability practices and encouraging customers to reduce their environmental footprint.
Our People
  • Voice of Employee Survey
  • Sentinel employee feedback tool on Intranet
  • Ethics hotline
  • Open-door policy
  • Global Webcasts
  • Town hall meetings
  • Employee roundtables
  • CEO Ursula Burns hosted 39 employee roundtables or town hall meetings with employees from around the world and six global Webcasts.
  • 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 42 small group meetings with potential investors in major markets including Boston, Chicago, New York, San Francisco, Los Angeles, San Diego, London, Montreal and Toronto.
  • Xerox executives spoke with investors/analysts through more than 500 one-on-one meetings and phone calls.
Our Suppliers
  • Routine business reviews with key suppliers
  • Review key suppliers’ compliance with the EICC code of conduct
  • EICC compliance reviews are complete for 90% of the Xerox key production suppliers.
Our Communities
  • Employees contributed their time and talents in hundreds of community-related projects worldwide.
  • More than 80 Xerox people have donated their time to the Xerox Science Consultant Programs in Rochester, NY, and Wilsonville, OR.
  • An ACS employee coordinated care packages for ACS employees serving with U.S. forces around the world and was honored for sending more than 500 care packages to U.S. troops since 2003.
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.
  • President Obama named Xerox CEO Ursula Burns to help lead a national program aimed at honing students’ skills in science, technology, engineering and math (STEM). The initiative is expected to help the U.S. sharpen its competitive edge in innovation.
  • 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.