Customer Satisfaction

We succeed through satisfied customers. We listen to and act on what our customers tell us. To respond quickly to individual issues and to identify systemic ones, we apply closed-loop follow-up processes and analytics. Through Lean Six Sigma, we evaluate and address underlying causes of customer concerns. Our approach to customer satisfaction starts with understanding how each client defines his or her ideal experience.

Relationship Surveys
Through relationship surveys, we ask our customers and partners about their experiences working with Xerox. The surveys identify levels of customer satisfaction with our products, services and support. The feedback helps us determine which improvements are most likely to bolster customer value and help differentiate us from the competition. Our Document Technology business follows a rigorous management process to ensure customer feedback is addressed at multiple levels with full accountability by the business; our Services business is currently working to implement a similar approach.

Transactional Surveys
We employ transactional surveys to monitor satisfaction with our products and services. These surveys help us to diagnose root causes of complex issues. Transactional surveys also tell us if we have achieved the objectives of our service-level agreements and if our customers are satisfied with individual interactions.

Sentinel Customer Satisfaction Assurance System
Our patented Sentinel Customer Satisfaction Assurance System complements other end-user programs by detecting latent issues in advance of customer satisfaction surveys. Sentinel, which is used by our Document Technology customers, provides a channel for collecting customer feedback and identifies and fixes unresolved problems quickly and efficiently. The Sentinel sense-and-respond system sends monthly email check-ins to customers asking if any problems exist that have not been resolved to their satisfaction. When a customer raises a problem, the system engages a problem solver to address it. The system also gives users an easy way to communicate things that are going well. With the Sentinel system, we can quickly identify potential issues and make adjustments in real time, which strengthens customer relationships, improves performance and leads to a higher level of customer satisfaction and loyalty.

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

  • The Xerox 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 At Your Service blog provides customers with a witty and insightful look into equipment features and services.
  • Xerox's latest support news is shared with followers of the @XeroxSupport Twitter handle. Customers may also engage with us for product information and technical assistance.
We actively listen to, and engage in, conversations generated by consumers in public forums and social media. This enables us to better understand consumers' experiences with our products and processes and their 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 fosters relationships with our top 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 revenue growth.

Executive Customer Care Program
For more than 20 years, our corporate officers have volunteered in a rotation as "Customer Care Officer of the Day." The program provides customers the opportunity to share their concerns with our senior leaders. It also gives our executives a unique opportunity to hear from a broad range of customers first-hand. The officer, supported by a team of dedicated professional problem solvers, assumes personal responsibility for dealing with any and all customer concerns. The Officer-of-the-Day has three main priorities: listen to the customer, address the customer's problem and take the necessary action to fix the underlying cause. It is a time-honored commitment to our customer focus.

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Our Progress in 2013

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Xerox Customer Satisfaction is a Core Value – Xerox 2014 Citizenship Report

Xerox Scientists Use Games to Improve Customer Service.

Serving Customers | Customer Satisfaction

Xerox researchers are using gaming techniques to provide feedback and encourage teamwork among call center agents. Xerox Agent Performance Indicator Software provides customer service representatives with continuous feedback on their performance in a fun, interactive way. Agents using the technology show significant improvement on standard performance measures such as the amount of time spent solving a customer problem.

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 approximately 90 percent 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: www.xerox.com/governance.

2010201120122013
88%90%90%90%

Voice of employee survey

Evolving the Workplace

Our proprietary Voice of the Employee Survey allows managers to assess their employees' satisfaction with their job, work group, manager and Xerox as a whole.

Since 2009, we have surveyed 100% of our global population across 49 countries and in 26 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.

We received 68,500 responses to our 2013 Voice of the Employee survey. We will administer the survey again in 2015.

See more detailed information on employee satisfaction surveys.

2010201120122013
72%74%75%*73%

*In 2012, the survey was distributed to around 14,000 employees in Europe, Canada and our developing markets. All other years reflect a larger global population.

Addressing employee inquiries

Evolving the Workplace

The Sentinel Customer Satisfaction Assurance Systemtm, 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 chart below displays the number of employee inquiries we received and routed for resolution. The decline in inquiries in recent years is due to the overall resolution of systemic issues and the ability for employees to provide comments/suggestions or raise a technical issue.

2010201120122013
6,6983,2912,7452,185

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 workforce. That means we're better able to understand and meet the changing demands for our products and services. Simply stated, a balanced workforce makes good business sense.

In the U.S., 53.2 percent of employees are women, and women represent 27 percent of executive and senior-level managers. Diversity reporting is not tracked in most other countries.

The chart below displays the percentage of executive and senior-level managers who were women over the past four years in the U.S.

Learn more about diversity at Xerox.

2010201120122013
23.8%25.0% 26.0% 27.2%

Employee Diversity – Minority Employees

Evolving the Workplace

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.

Minorities represent 40.3 percent of employees and 12 percent of executive and senior-level managers in the U.S. Diversity reporting is not tracked in most other countries.

The chart below displays the percentage of minority employees in our U.S. workforce over the past four years.

Learn more about diversity at Xerox.

2010201120122013
37.5%37.5%39.4%40.3%

Monitoring the safety of our employees

Evolving the Workplace

The health of our business depends on the health and safety of our workforce. In 2013, an ongoing project to improve employee safety awareness and inspection of safe work practices resulted in a declining frequency of injuries.

See more detailed information on our recordable injury rates.

2010201120122013
Up 18% from 2009Down 1% from 2010Up 5% from 2011Down 3% from 2012

Preventing Injuries and Illnesses

Evolving the Workplace

The health of our business depends on the health and safety of our workforce. In 2013, an ongoing project to improve employee safety awareness and inspection of safe work practices resulted in a declining frequency of days away from work cases.

See more detailed information on work injury rates at Xerox.

2010201120122013
Up 4% from 2009Up 6% from 2010Up 13 % from 2011Down 12% from 2012

Topping the competition

Serving Customers

Xerox is the leader in equipment revenue market share*. We offer the industry's broadest portfolio of document technology and services for businesses of any size, in any industry, anywhere around the world.

*Equipment revenue (shipment value) in the hardcopy peripheral industry. Source: IDC WW Quarterly HCP Tracker, Final Historical 1Q14.

Learn more about Xerox products.

2010201120122013
#1#1#1#1

Innovating for the future

Serving Customers

Xerox was granted 1,168 U.S. patents in 2013, ranking the company as one of the world's top innovators. Our joint venture in Japan, Fuji Xerox Co. Ltd., received 800 U.S. patents. The Xerox group garnered 1,968 patents total.

Xerox and Fuji Xerox collectively invest about $1.3 billion annually in research, development and engineering.

*Total patents earned along with Fuji Xerox Group.

Learn more about innovation at Xerox.

See more information on our patent filings.

2010201120122013
1,6051,6181,9001,968

Measuring Customer Satisfaction

Serving Customers

Service and support for Xerox products earned five consecutive industry certifications from 2006-2010 under the J.D. Power and Associates Certified Technology Service and SupportSM program. All forms of customer support – phone, online, on-site – were evaluated by independent service industry experts who recognized our support services as among the best in class. These certification reviews have ensured we maintain 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.

2010201120122013
Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.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. In 2012, we continued our investment in a new customer satisfaction process to ensure our award-winning service and customer-centric approach builds customer loyalty and trust. In 2013, we further developed our new customer satisfaction process and saw positive results, both in the feedback from our customers and in the internal measures we use to assess the quality of what we are delivering to the marketplace.

Industry Analysts Recognize Xerox As A Market Leader

Serving Customers

Our commitment to our customers has gained worldwide recognition.

Xerox has been named a leader in the Gartner Magic Quadrant for Managed Print Services for six consecutive years (most recently Oct. 21, 2013) and a leader in the Gartner Magic Quadrant for Customer Management Contact Center BPO for two consecutive years (most recently Dec. 24, 2013).1

Many independent industry analysts rate Xerox services and products as leaders in multiple categories. Selected awards are displayed in the chart.

1Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

2010201120122013
IDC: an IDC MarketScape leader for Worldwide Managed Print Services.

Quocirca: Market leader for MPS Landscape.
IDC: an IDC MarketScape leader for Worldwide Managed Print Services.

Quocirca: Market leader for MPS Landscape.

Everest Group: PEAK Matrix Assessment leader for Benefits Administration Outsourcing.
IDC: an IDC MarketScape leader for U.S. Shared, Networked MFPs for the Distributed Office; EMEA Managed Print Services.

Forrester Research, Inc.: cited as a leader in The Forrester Wave™: Managed Print Services, Q2 2012.

Quocirca: Market leader for MPS Landscape.
IDC: an IDC MarketScape leader for Worldwide Managed Print and Document Services; U.S. Smart Multifunction Peripherals.

Quocirca: Market leader for MPS Landscape.

HfS Research BluePrint: Winner's Circle for Healthcare Payer BPO Services.

Everest Group: PEAK Matrix Assessment leader for Benefits Administration Outsourcing; Contact Center Outsourcing.

NelsonHall NEAT: Leader in Benefits Administration Services.

Xerox Foundation

Caring for Communities

In 2013, more than 2,500 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
  • Employee and community affairs
  • National and cultural affairs

Learn more about the Xerox Foundation.

See more detailed information on Xerox Foundation giving.

2010201120122013
$12.5 million$13.5 million$13.5 million$13.5 million

The Xerox Community Involvement Program

Caring for Communities

The Xerox Community Involvement Program links the voluntary spirit of our employees to get involved in the communities where we live and work. Since 1974 when the program began, more than 500,000 Xerox people have been involved in regional, community-focused projects.

Learn more about the Xerox Foundation.

See more detailed information on community involvement programs.

2010201120122013
10,000 Employees

700 Projects
12,000 Employees

750 Projects
12,500 Employees

700 Projects
13,000 Employees

800 Projects

Our goal: Zero waste to landfills

Preserving the Planet

To pave the way for our ultimate goal of zero waste to landfills, we aimed to achieve a 50 percent reduction in landfill rate between 2009 and 2015. We reached this target three years early, and in 2013 we surpassed it.

See more detailed information on Xerox recycling.

2010201120122013
Down 25%
from 2009
Down 25%
from 2009
Down 50%
from 2009
Down 60%
from 2009

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. Since 2009, water consumption has decreased by 35 percent.

See more detailed information on water consumption.

2010201120122013
Down 7% from 2009Down 21% from 2009Down 35% from 2009Down 35% from 2009

Reducing greenhouse gas emissions

Preserving the Planet

Since 2009, Scope 1 (direct) and 2 (indirect) greenhouse gas emissions are down 24 percent in our Document Technology business. The reductions are the result of improved energy efficiency, new technologies and improved energy management practices.

See more detailed information on greenhouse gas emissions.

2010201120122013
No change from 2009Down 8% from 2009Down 13% from 2009Down 24% from 2009

New products achieve the ENERGY STAR® rating

Preserving the Planet

In 2013, 100 percent of our new eligible products met the current ENERGY STAR (July 2009) requirements. We've continuously reduced power consumption of our laser-based printing products by adjusting fuser design, changing properties of toner, implementing more efficient electronic controls and improving the xerographic system as a whole.

See more detailed information on ENERGY STAR® ratings for Xerox Products.

2010201120122013
100%100%100%100%

End-of-Life Management

Preserving the Planet

Our approach to managing products at end-of-life translates into significant environmental and financial benefits. Globally, our combined returns programs (equipment remanufacture in conjunction with parts and consumables reuse and recycling) prevented over 33,000 metric tons of waste from entering landfills in 2013 alone.

Learn more about the Xerox Green World Alliance.

2010201120122013
97%98%99.3%99.1%

Reducing emissions by reducing employee air travel

Preserving the Planet

Business travel plays a big role in contributing to greenhouse gas emissions. In recent years, we've promoted videoconferencing and other technology as environmentally friendly alternatives to air travel. Thanks to these efforts, we've reduced emissions due to air travel by 20 percent per employee every year since 2010.

See more detailed information on carbon dioxide equivalents (C02e).

2010201120122013
Baseline yearDown 20% per employee from 2010Down 20% per employee from 2010Down 20% per employee from 2010

Energy Use Reduction

Preserving the Planet

Following achievement of our "Energy Challenge 2012," we adopted a new goal of reducing greenhouse gas emissions by 10 percent across all company operations by 2017. In 2013, we attained a 6 percent reduction – more than half of our five-year goal.

To allow for consistent reporting, the chart below depicts achievement against the original 2002 baseline.

See more detailed information on energy use reduction.

2010201120122013
Down 21% from 2002Down 27% from 2002Down 33% from 2002Down 39% from 2002