The certification is inclusive of Xerox’s phone support, web-based self-service and field service for North American customers. To earn certification Xerox passed a rigorous review of their policies and procedures for managing their support organization that included on-site audits of their support facilities by J.D. Power and Associates auditors. Auditors evaluated Xerox’s performance on a wide range of industry best practices criteria including business strategy, talent management, tools and technology.
In addition J.D. Power and Associates measured Xerox’s service excellence by surveying customers who recently received technical support. Xerox exceeded the threshold for certification in all survey categories. For certification status, J.D. Power and Associates requires a company to perform within the top 20 percent of technology support organizations based on cross-industry customer satisfaction research.
“Xerox has earned this prestigious certification because they meet and, in many cases, exceed the comprehensive standards defined in the CTSS program,” said Bill Rose, founder & executive director, SSPA. “As a charter participant in the CTSS program, Xerox is demonstrating its commitment to providing its customers with an outstanding service and support experience. We are very pleased to add Xerox to a growing list of companies who have achieved this new standard for excellence in technology service and support”
“Earning certification is a major accomplishment as both the business process and the customer satisfaction audit are rigorous,” said Vafa Akhavan, executive director of diversified solutions at J.D. Power and Associates. “Xerox’s ability to demonstrate their commitment to service and support will have a profound and lasting impact on overall customer satisfaction and loyalty.”
“This certification recognizes our commitment to delivering superior service and support to all of our customers,” said Bill Steenburgh, senior vice president, Xerox Services. “Ensuring that all touchpoints – from on call, to online, to on-site-- meet the highest expectations of our customers is our number one priority. Being recognized by J. D. Power and Associates and the SSPA further validates that position.”
The CTSS program was jointly developed by J.D. Power and Associates and the SSPA earlier this year, with the official program launching last month. The CTSS program features a unique certification structure that lets companies with different business models apply for certification under those modules that are relevant to their business. Under the program design, all companies will be required to be certified across a common set of core criteria. Companies will also be certified for additional service and support criteria – Assisted Support, Non-Assisted Support, Field and Depot Service – based on the way they deliver their services. In addition, the program will accommodate certification for companies who deliver their services through a services outsourcer or channel partner.
Queries about the J.D. Power and Associates Certified Technology Service & Support program can be made by calling 1-858-674-5491 or visiting www.thesspa.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers and businesses annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
