Xerox 098N02176 User Guide - Page 31

Process for Accessing Support Survey Process At Xerox, customer satisfaction and loyalty is our number one priority. For this reason, we consistently monitor our customers' experiences using situational surveys. For example, after equipment delivery and installation, or if a piece of equipment requires repair, we ask you to comment on your experience. Xerox uses two primary types of transactional or event-based surveys: • Initial Experience Survey. You will receive the initial survey after the purchase and installation of a Xerox product. In this way, we can identify your level of satisfaction with your first encounter with Xerox and with your purchasing experience. The Initial Experience Survey is designed to measure various steps in the process, initial service experience, product experience feedback, and your overall satisfaction with Xerox. • Post Service Call Survey. The Post Service Call Survey is an event-driven survey designed to measure your experience and satisfaction level with the various steps in the Service Call Process. Xerox sends customer satisfaction surveys randomly. They are based on a numbered scale, and include an opportunity for you to write in comments about specific events or situations. We compile survey results and send them to your local Xerox sales and services offices for review and action. Xerox takes customer satisfaction very seriously and has integrated survey results into the performance metrics of our local management teams. They review results and implement action plans based on those results to ensure your experiences and interactions with Xerox are positive. Xerox tests, validates and ensures we are meeting our customers' expectations based on honest feedback we have obtained by measurement tools such as surveys. We ask for satisfaction feedback so we can continue to make incremental process improvements that support your business needs. Survey Process for Online Support Assistant Xerox collects the Voice of the Customer throughout the user's experience at different touch points on the www.xerox.com/support web site. Customers can assess not only the overall site but can supply page ratings on Content, Usability, and Design. Comments and feedback are also captured and Xerox assesses the responses daily. Xerox attempts to respond to you within a 24-hour period with a resolution, an action plan (including next steps for issues that may take some time to resolve), or a thank you indicating their feedback has been reviewed and how their submission will help to enhance the knowledgebase, the user experience, or the site. United States Service 31 User Guide