Putting Customers First

Putting Customers First

Creating a great customer experience is a mantra and a mission at Xerox. We do it through translating customer needs into insights that get results, and through investments in innovation to providing document management services, printing equipment, software and solutions that innovates the way the world communicates, connects and works.

Topping the Competition

Xerox is an $11 billion global business with the most comprehensive portfolio in the industry.

Learn more about Xerox products.

Innovating for the Future

Together with Fuji Xerox, our joint venture, we invested approximately $1 billion in research, development and engineering in 2016. Xerox and its subsidiaries were awarded 766 U.S. utility patents and with our research partner Fuji Xerox we were awarded 1,352 U.S. utility patents in 2016.

Learn more about innovation at Xerox.

See more information on our patent filings.

2012 1,900
2013 1,968
2014 1,949
2015 1,550
2016 1,352
Measuring Customer Satisfaction

In 2011, we began investing 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, providing 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.

2012

We continued our investment in the customer satisfaction process begun in 2011 to ensure our award-winning service and customer-centric approach builds customer loyalty and trust.

2013

We further developed our 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.

2014

Xerox centralized client satisfaction measurement activities and provided governance and oversight on the measurement process with emphasis on improving our closed-loop follow-up process. From 2013 to 2014, Xerox improved average satisfaction scores in six out of eight customer experience areas we measure in our quarterly global relationship survey.

2015

We continue to measure the perceptions of our customers globally, using relationship and expanded touch-point Voice of the Customer programs. In 2015, we focused on increasing customer participation and managing for a quicker closed-loop follow-up. Having a significant amount of feedback is important to help us deliver value to our customers, and we take action on their feedback.

2016

Our global customer experience platform includes survey features and functions, as well as advanced analytics capabilities, which drive progress in our customer experience program through better insights and closed-loop follow-up. In addition, the centralized platform provides a basis for governance and measurement process oversight.

Industry Analysts Recognize Xerox as a Market Leader

Our commitment to our customers has gained worldwide recognition.

Xerox has been named a leader in the Quocirca Managed Print Services Market Landscape Report for seven consecutive years.

Many independent industry analysts position Xerox services and products as leaders in multiple categories. Selected awards are displayed in the listing below.

2012
  • Forrester Research, Inc.: Cited as a leader in The Forrester Wave™: Managed Print Services, Q2 2012
  • IDC MarketScape Reports: An IDC MarketScape leader for U.S. Shared, Networked MFPs for the Distributed Office; EMEA Managed Print Services
  • Quocirca: Market leader for MPS Landscape
2013
  • Everest Group: PEAK Matrix Assessment leader for Benefits Administration Outsourcing; Contact Center Outsourcing
  • HfS Research BluePrint: Winner’s Circle for Healthcare Payer BPO Services
  • IDC MarketScape Reports: An IDC MarketScape leader for Worldwide Managed Print and Document Services; U.S. Smart Multifunction Peripherals
  • NelsonHall NEAT Reports: Leader in Benefits Administration Services
  • Quocirca: Market leader for MPS Landscape
2014
  • Everest Group: PEAK Matrix Assessment Leader for Contact Center Outsourcing; Contact Center Outsourcing Market for the Healthcare Industry
  • IDC MarketScape Reports: An IDC MarketScape leader in Worldwide Managed Print and Document Services; U.S. Smart Multifunction Peripherals
  • NelsonHall NEAT Reports: Leader in Benefits Administration; Learning BPO
  • Quocirca: Worldwide Market Leader in Managed Print Services
2015
  • Everest Group: PEAK Matrix Assessment Leader for Contact Center Outsourcing; Healthcare Payer BPO
  • IDC MarketScape Reports: An IDC MarketScape leader in U.S. Managed Workflow Services Hardcopy Vendor Assessment; Western Europe Managed Workflow Services Hardcopy Vendor Assessment; Worldwide Finance and Accounting BPO Services; U.S. Smart Multifunction Peripherals
  • NelsonHall NEAT Reports: Leader in Health & Welfare Administration; Learning BPO; Workers’ Compensation BPS
  • Quocirca: Worldwide Market Leader in Managed Print Services
2016
  • IDC MarketScape Reports: Leader in the Worldwide Document Workflow Services Hardcopy 2016 Vendor Assessment
  • Quocirca: Worldwide Market Leader in Managed Print Services