Xerox Earns Prestigious J.D. Power and Associates Certification for 2nd Consecutive Year
First Company to Earn Back-To-Back Recognition for Achieving High Customer Support Satisfaction & Implementing
Best Technical Support Practices
SAN DIEGO, January 10, 2007 – J.D. Power and Associates and the Service & Support Professionals Association (SSPA) today announced that Xerox Corporation has been certified in North America for delivering superior technology service and support under the prestigious Certified Technology Service and SupportSM(CTSS)program. Xerox was the first document management company to achieve certification last year and is now the first company to earn the industry certification for the second year in a row. This distinction recognizes Xerox for delivering an outstanding customer support experience for its enterprise document management solution customers in North America under a program jointly developed by the SSPA and J.D. Power and Associates.
Xerox achieved certification by ranking in the top 20 percent for high customer satisfaction among technology support organizations. J.D. Power and Associates measured Xerox’s service excellence by surveying satisfaction among nearly 1200 customers who recently contacted them for technical support. J.D. Power and Associates then calculated a Customer Satisfaction Index for Xerox to determine their industry ranking based on the benchmark of customer satisfaction with technical support that they maintain for the technology industry.
To complete its certification, Xerox was also required to undergo a comprehensive evaluation of their phone support, field service and web-based self-service programs. Expert auditors from J.D. Power and Associates and the SSPA conducted a rigorous review of Xerox’s policies and procedures for managing their support organization that included on-site audits of support facilities in North America. Auditors evaluated Xerox’s performance on a wide range of industry best practices criteria including business strategy, talent management, tools and technology.
“Xerox understands the impact that high quality service and support can have on their customers, and on their competitiveness in the marketplace,” said J.B. Wood, President and CEO, SSPA. “I applaud their leadership in being the first company to achieve this rigorous certification for two consecutive years.”
“Xerox passed a rigorous certification process for a second year in a row, which means they’ve sustained very high standards of customer service and support over time," said Vafa Akhavan, executive director of diversified solutions at J.D. Power and Associates. "The mark of a world class organization is sustaining excellence in service and support."
“Though we serve a diverse array of businesses from small to large, our goal remains the same for all – to provide the best possible customer experience,” said Bill Steenburgh, senior vice president, Xerox Services. “We work with our customers in a true partnership approach, so it’s our customers we have to thank and who share in this recognition with Xerox.”
The CTSS program was jointly developed by J.D. Power and Associates and the SSPA and launched in the fall of 2005. An enhanced version of the program was released in October of 2006 that includes nearly 300 separate best practice criteria for high quality support operations. The CTSS program combines an objective assessment of a company’s support operations with an external validation of their customers’ satisfaction.
Queries about the Certified Technology Service & Support program can be made by calling 1-858-674-5491 or visiting www.thesspa.com.
About the SSPA
The Service & Support Professionals Association (SSPA) is chartered with bringing together the service and support community’s best and brightest minds to deliver a relevant blend of market research, programs and certifications including prestigious J.D. Power & Associates Certified Technology Service & Support, as well as networking, media and analyst relations, education and other information resources. SSPA core constituents include the world’s leading enterprise and consumer technology companies as well as the scores of innovative small and mid-sized companies that serve to continually refresh the industry by bringing new ideas and processes to the marketplace. For more information, visit 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. |
