Home > About Fuji Xerox > Sustainability > Engagement with Customers > CSR Indicators regarding Engagement with Customers

CSR Indicators regarding Engagement with Customers

Indicators

Companies

Fiscal 2014 performance

Fiscal 2015 performance

Fiscal 2016 goal / performance

Number of serious product incidents

Fuji Xerox and affiliates (including OEM sales)

0

0

0

Customer loyalty index based on Fuji Xerox CS program surveys Note1

Fuji Xerox and sales companies in Japan

99.9

101.0

- / 103

Results of ethical procurement self-assessment by production sites

【Very important items】Percentage of production sites achieving a compliance rate of 90% or higher on “very important” items on the Fuji Xerox Ethical Procurement Self-checklist.

Production sites of Fuji Xerox affiliates (Production sites of new machines, components, chemical products and recycled products)

100% (8 facilities)

100% (10 facilities)

100% / 100% (10 facilities)

Percentage of production sites achieving a compliance rate of 90% or higher on “important” items on the Fuji Xerox Ethical Procurement Self-checklist.

87.5% (7 of 8 facilities)

100% (10 facilities)

100% / 100% (10 facilities)

Percentage of production sites achieving a "green" rating on the EICC Note2 self-assessment carried according to customer requests.

Production sites of Fuji Xerox affiliates (Production sites of new machines, components and chemical products)

100% (8 facilities)

100% (8 facilities)

100% / 100% (8 facilities)

Ratio of product incidents addressed within a month of occurring

Fuji Xerox and affiliates

73%

54%

64%

Number of VOC entered

Fuji Xerox and sales companies in Japan

ca. 216,000

ca. 258,000

ca. 209,000

Number of calls / emails received by the customer information center

Fuji Xerox and sales companies in Japan

25,041

27,438

27,611

Initial response rate by the customer information center

Fuji Xerox and affiliates

67.9%

68.3%

69.5%