Home > About Fuji Xerox > Sustainability Report 2016 > Relationships with Stakeholders > Relationship with Customers
Relationship with Customers
Our Thoughts on Customers
The basic policy of Fuji Xerox is to continue comprehensive product safety reforms to provide safe products while achieving customer satisfaction. We seek to contribute to the sustainable growth of our customers and society as a whole by listening closely to customers' voices and continually providing values that meets their needs and expectations.
Topics in Fiscal 2015
Fuji Xerox Ranked Highest in J.D. Power Asia Pacific Color Copier And Color Printer Customer Satisfaction Studies for Six Consecutive Years
For details, see Newsroom.
Fuji Xerox Consolidates Procurement-related Information Exchanged With Suppliers on a Global Scale
For details, see Newsroom.
Providing Services that Help Address Customer Management Issues
Providing Products to Help Improve Customer CSR Efforts (Activities on Universal Design)
Providing Safe, High-quality Products
Aiming to Enhance Customer Satisfaction
Progress of CSR Performance in Our Relationship with Customers
| Field | Indexes | Companies | FY 2013 Performance | FY 2014 Performance | FY 2015 Performance |
|---|---|---|---|---|---|
| Providing Products to Help Improve Customer CSR Efforts | Contribution to CO2 reductions at the customers' offices | Fuji Xerox and affiliates | 2,695kt-CO2Note 1 | 3,206kt-CO2 | 3,462kt-CO2 |
| Providing Safe, High-quality Products | Number of serious product incidents | Fuji Xerox and affiliates (including OEM sales) | 1 | 0 | 0 |
| Ratio of product incidents addressed within a month of occurring | Fuji Xerox and affiliates | 54% | 58% | 57% | |
| Aiming to Enhance Customer Satisfaction | Number of VOC entered | Fuji Xerox and affiliates in Japan | ca. 255,000 | ca. 216,000 | ca. 258,000 |
| Number of calls / emails received by the customer information center | Fuji Xerox and affiliates in Japan | 25,964 | 25,041 | 27,438 | |
| Initial response rate by the customer information center | Fuji Xerox and affiliates in Japan | 65% | 67.9% | 68.3% |
- Note 1 In fiscal 2013, the performance indicators jumped as the result of introducing new methods of accurately calculating the contribution of Fuji Xerox' solutions to our customers' CO2 emissions reductions.
