Xerox was honored for delivering quality technical support for its portfolio of network printers, multifunction devices and digital copiers for offices and high-end production printing environments.
J.D. Power and Associates evaluated the breadth of the company's on-site, phone and online customer service. In addition, auditors conducted several comprehensive visits to Xerox's call centers and surveyed hundreds of customers.
"Document management needs in education are often different than those of a business, making service and support a key consideration when selecting the right vendor," said Bill McGuire, associate superintendent, administrative services, for the Clovis Unified School District in Fresno, Calif. "We first chose Xerox based on their understanding of our district's needs, and now, several years later the commitment to outstanding service and support is at an even higher level with Xerox."
Each month Xerox service and support operations provide answers to nearly 500,000 call center inquiries and respond to about 200,000 online requests. J.D. Power and Associates awarded Xerox the Certified Technology Service and Support certification in three categories: field service (on-site), assisted telephone support (on-call) and non-assisted support (online).
"We recognize that most customers list service among their top three considerations when making a purchasing decision," said Bill Steenburgh, senior vice president, Xerox Services. "This certification award is just one of many steps in our journey to provide the best customer service. By having a reputable firm such as J.D. Power and Associates evaluate our service approach, we can benchmark Xerox against the highest industry standards and identify additional ways to serve customers better."
J.D. Power and Associates' certification process was developed jointly with the Service & Support Professionals Association, an industry trade group for technology service and support professionals.
Xerox Corporation is a global technology and services enterprise that helps businesses deploy smarter document management 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 supplies, software and support.