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Global Services customer satisfaction

For Global Services customers, a standardised online survey is conducted at least once annually for each client account and is targeted at the end users of our onsite services. As the onsite services we provide can vary from one customer account to another, the surveys are customised to reflect the mix of services at each customer site and are standardised to focus on the following areas for each service offered:

  • satisfaction over the review period with the performance of a number of service and operational tasks relevant to the onsite service offered
  • overall satisfaction with the onsite service offered
  • satisfaction with the overall support and services provided by Fuji Xerox Australia.

At the end of each section relating to a particular onsite service, the respondents are asked to provide us with feedback regarding improvements to the onsite service we offer. We also ask the respondent to nominate anyone that they believe should be recognised for providing outstanding customer service. Both positive feedback and any issues raised are also logged into CSAS so that we can respond to concerns immediately.

In 09/10 we improved the sample size and the rate of response to our office, print and mail services customer surveys (design services remained the same). That involved encouraging site-based customer service managers to take greater levels of ownership for response rates and to interpret the significance of the data for their respective operations.

Office Services customer satisfaction

In 09/10 we met our 92 percent overall satisfaction index (OSI) target and we exceeded by 5 percent our 30 percent very satisfied target. When compared to our 08/09 results, there has been a 3 percent improvement in our overall satisfaction (OSI) results and a 1 percent decline in our very satisfied results.

We have observed the lower very satisfied Office Services result in comparison to other lines of service. We find that in this sector satisfaction levels are affected by numerous customer touch points, ranging from our service engineers to help-desk employees as well as our equipment delivery providers. While our goal is to provide a seamless customer experience, the reality of coordinating a disparate range of touch-points on large client sites creates greater complexity and challenges.

Our positive 09/10 results have been driven by improvements to the software that allows us to remotely monitor customer equipment, delivering training in equipment functionality to help customers get full value from technology investment and driving consistency and service improvements through the Operational Excellence program. Operational Excellence is a management framework to ensure consistent policies, procedures, objectives and measures are applied across all managed service operations.

Customer feedback: 'Would like some training on the functions of the machines on our floor — they seem to have quite a bit of functionality and there may be more we can get out of them.'

Our planned 10/11 improvements involve:

  • standardised client reporting
  • investment in operational program management resources to build Office Services capabilities and standard practices
  • further investment in remote monitoring software
  • complete deployment of Operational Excellence blue standard to office services sites (including third-party service suppliers)
  • ongoing focus on delivering training in equipment functionality to help customers get full value from technology investment.

Print Services customer satisfaction

In 09/10 we exceeded by 3 percent our 95 percent OSI target and we exceeded by 12 percent our 56 percent very satisfied target. When compared to our 08/09 results, there has been a 3 percent improvement in our very satisfied results. Enhancements to our online workflow solution and the standardisation of performance measurement and reporting frameworks have been key improvements.

Customer feedback: 'I understand there are other services available that assist teachers such as laminating. It would be good to have an idea of what all of these services are.'

Our planned 10/11 improvements involve:

  • standardised client reporting
  • investment in operational program management resources to build Print Services capabilities and standard practices
  • deployment of Operational Excellence silver standards to all sites.

Design Services customer satisfaction

In 09/10 we met our 95 percent OSI target, but we fell 15 percent short of our 56 percent very satisfied target. When compared to our 08/09 results, there has been a 10 percent decline in our very satisfied results. Resource challenges have delayed the standardisation of performance measurement and reporting frameworks.

We have not developed a 'community of practice' to enable shared learning of creative ideas and this has had an impact on our very satisfied results.

Customer feedback: 'Great team. They really understand our business.'[1]

Our planned 10/11 improvements involve:

  • standardised client reporting
  • investment in operational program management resources to build Design Services capabilities and standard practices
  • development of a community of practice.

Mail Services customer satisfaction

In 09/10 we exceeded by 2 percent our 95 percent OSI target and we fell 6 percent short of our 56 percent 'very satisfied' target. When compared to our 08/09 results, there has been a 19 percent decline in our very satisfied results. The resource investment in specific Mail Service capabilities plus the standardisation of performance measurement and reporting frameworks have led to some positive results. However, resource challenges delayed the deployment of operational excellence silver standards, which has had an impact on our very satisfied results.

Our planned 10/11 improvements involve:

  • standardised client reporting
  • investment in operational program management resources to build Mail Services capabilities and standard practices
  • deployment of Operational Excellence silver standards to all customer locations.



[1] Extracted from FXGS customer satisfaction survey results in the past year. In response to: as your feedback is important to us, what overall improvements can you suggest we make?

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