Xerox Secures Prestigious J.D. Power and Associates
Customer Service Recognition for the Third Consecutive Year

June 26, 2008 --- The Service and Support Professionals Association (SSPA) and J.D. Power and Associates are pleased to announce that Xerox Corporation has secured the prestigious Certified Technology Services and Support (CTSS) certification for the third consecutive year.  The program is among the highest levels of recognition for technical service and support organizations and confirms Xerox's place as a leader in providing “An Outstanding Customer Service Experience”.

"Year-after-year Xerox has demonstrated their commitment to advancing service excellence" said Stephen Smith, executive director SSPA.  "They are leaders in raising the bar not only within their own organization but throughout their industry."

In today's competitive technology markets, service and support organizations have to strive for higher levels of operational efficiency while delivering on their commitment to customer satisfaction, and the economic realities required by their CFO's.  Addressing these challenges requires leadership and focus.  The SSPA and J.D. Power and Associates certification programs are designed to identify organizations that can deliver on both operational efficiency and customer support excellence.

“The J.D. Power and Associates certification demonstrates the long-term and comprehensive commitment we have to excellent customer service and managing a successful business,” said Bill Steenburgh, senior vice president, Xerox Services. “This recognition confirms our position as a supplier of innovative products and services backed up by the highest level of customer support.”

Achieving SSPA and J.D. Power and Associates recognition required that Xerox first pass the SSPA's Excellence in Service Operations audits.  SSPA technical support experts were on-site at Xerox facilities for six days, reviewing operational practices against over 300 SSPA best practices, comparing Xerox internal metrics to the SSPA industry benchmarks, and interviewing key technical support personnel.  Xerox's success in the audit phase allowed them to claim SSPA's Excellence in Service Operations certification and to move onto the J.D. Power and Associates CTSS recognition.  In this research phase of the program over 1,000 Xerox customers were surveyed by J.D. Power and Associates via online and phone surveys confirming that Xerox is among the top brands in delivering customer support satisfaction.

The 2008 CTSS certification is the latest in a series of industry recognition Xerox has earned.  With three consecutive years of CTSS recognition - 2006, 2007 and 2008 - Xerox also contributed as one of the founding members of the SSPA Standards Board supporting the development of the CTSS program.  Xerox extended their industry recognition in 2007 when they were the recipient of 2 SSPA Service Excellence Star Awards - one for Innovative Support and one for Integrated Services.

About Xerox
Xerox Corporation is the world's leading document management technology and services enterprise. It provides the document industry's broadest portfolio of offerings. Digital systems include color and black-and-white printing and publishing systems, digital presses and "book factories," multifunction devices, laser and solid ink network printers, copiers and fax machines. Xerox's services expertise is unmatched and includes helping businesses develop online document archives, analyzing how employees can most efficiently share documents and knowledge in the office, operating in-house print shops or mailrooms, and building Web-based processes for personalizing direct mail, invoices, brochures and more. Xerox also offers associated software, support and supplies such as toner, paper and ink.

About the SSPA
As the support industry’s premier management community, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum – from established companies with successful track records to pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders such as J.D. Power and Associates and the Wharton School to create programs that benefit the industry. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA) and the Association for Services Management International (AFSMI). For more information, visit www.thesspa.com.

About J.D. Power and Associates
J.D. Power and Associates Certified Technology Service and Support ProgramSM, developed in conjunction with SSPA. Foe more information visit www.jdpower.com or thesspa.com