Customer Satisfaction (CS) is one of the Shared Values held by Fuji Xerox and its affiliates. It is the starting point of Fuji Xerox's entire spectrum of business activities.

To achieve customer satisfaction, it is important first of all to understand what customers expect and need. Fuji Xerox thus places special emphasis on communication with customers. By continuously responding to the expectations and needs of customers, we aim to build a long-term relationship of mutual trust with them.

In FY2007, we transferred the customer contact responsibility to “CS improvement committee” including sales, maintenance, delivery, and administration of all affiliates. We utilized the qualitative information, the VOC, together with the quantitative information, CS testing results, to define the quality problems of customers', then improve the activity process through enhancing the connection among functions.
For example, after the committee discussion on "ease of understanding with instruction guidelines", which has been scored low on CS survey results, it came up with the simple version of the instruction guidelines, with experts of instructions for most used functions in easier expressions. In addition, we have opened a website on the intranet called “CS Improvement” to horizontally roll out the CS improvement activities.

In the second half of FY2007, we to focused on the call center integration, maintenance services enhancement, establishing the structure to quickly utilize the voice ot customers for product development,and identifying the fundamental issues in customer satisfaction.
From FY2008, Fuji Xerox will introduce CS Committee and CS Promotion Office to plan the comprehensive CS activities. We will encourage index and goal setting for each organization to improve their customer satisfaction, and promote systemization and collaboration in cross-organization way so that common issues can be solved.

Fuji Xerox and affiliates are communicating with customers in the below structure.

For more details about customer information center, CS survey, and VOC, see “Communication With Customers”.