Xerox Earns Second Consecutive J.D. Power and Associates Certification for Excellence in Customer Service
Press release from the issuing company
ROCHESTER, N.Y.--Jan. 10, 2007-- 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.
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