Xerox Corporation is the first company to achieve J.D. Power and
Associates Technology Service and Support Certification two years in a row for
excellence in customer service. Xerox was honored for continuing to deliver quality
technical support for its portfolio of network printers, multifunction systems
and digital copiers as well as high-end digital printing presses.
J.D. Power and Associates - a leading global marketing information firm that
surveys customer satisfaction and product quality - evaluated the breadth of
Xerox's on-site, phone and online customer service. In addition, auditors conducted
several comprehensive visits to Xerox's North American call centers and surveyed
hundreds of customers.
When J.D. Power and Associates surveyed Xerox customers about their experiences,
Xerox scored nearly 10 percent above the industry benchmark.
"In a time when so many companies are only concerned with making a sale,
Xerox has always approached us, over the last 18 years, in a way that made
us feel like we were strengthening a long-term relationship, not just closing
a deal," said Phil Schmidt, president, Great Originals Inc., an Alaska-based
full-service digital printer.
"Providing an outstanding customer experience is Xerox's top priority
as we provide document products, solutions and services to businesses small
to large," said Bill Steenburgh, senior vice president, Xerox Services. "A
second certification award shows that Xerox continues to listen to customers
and fortify the value of the Xerox brand. Based on Lean Six Sigma principles,
we continue to refine our processes as we strive to provide Xerox customers
the best service in the industry."
The J.D. Power and Associates certification process was developed jointly
with the Service & Support Professionals Association, an industry trade
group for technology professionals working in service and support. Award criteria
included a set of rigorous best practices in field service, telephone support
and online support, and this year new metrics were added to each section.
Xerox Corporation is a global technology and services enterprise that helps
businesses deploy Smarter Document ManagementSM strategies and find better
ways to work. It offers an array of innovative document solutions, services
and systems - including color and black-and-white printers, digital presses,
multifunction devices and digital copiers - designed for offices and production-printing
environments. It also offers associated Xerox Supplies, software and support.
