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.

Putting Customers First Xerox offers the most comprehensive portfolio in the industry.

Putting Customers First Innovation 1,352 New Patents Granted in 2016

Putting Customers First Measuring Customer Satisfaction Quicker Closed-Loop Process

Putting Customers First Market Leadership 8th Straight Year Xerox named a leader in Quocirca Managed Print Services Market Landscape Report

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 eight 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