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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

Fuji Xerox Consolidates Procurement-related Information Exchanged With Suppliers on a Global Scale

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%

Sustainability Report 2016 Questionnaire