Summary
To ensure our products and services always satisfy customers' ever increasing demands, Fuji Xerox (Hong Kong) Limited has long been working towards a unique "3R+V" Customer First Strategy.
Service Pledge
To ensure our products and services always satisfy customers' ever increasing demands, Fuji Xerox (Hong Kong) Limited has long been working towards a unique "3R+V" Customer First Strategy. In moving forwards, we insist that all of our staff maintain a high-level of "Reliability" and "Responsiveness" and work on establishing "Relationships" when creating "Value" for customers. From pre-sales consultation to project implementation, the entire business execution process we run under our defined Service Pledge is focused on delivering outstanding satisfaction levels that ensure our customers can accelerate their business development.
Achievements
0- Fuji Xerox has a "Zero Landfill" goal and has achieved a recycling rate of 99.9%.
2 - We are committed to resolving customer complaints in 2 working days and have a satisfaction rate over 93% verified by an independent department.
4 - We pledge a 4-hour service recovery for offices along MTR city routes and have achieved an average 99.7% uptime assurance.
7 - We offer 24X7 service coverage through iSupport and have achieved a web availability rate of 99.9%.
10 - Our engineers have at least 10 years specialist experience and are all 100% certified, qualified account-based professionals.
90 - Our Initial Customer Care Program (ICCP) guarantees best-in-class account services to customers. A customer satisfaction survey will be conducted on Day 90 and to date customers' satisfaction with our sales support is over 98%.
100 - Fuji Xerox is the only one in the industry to offer customers the reassurance of a 100% Total Satisfaction Guarantee - an exclusive pledge that can only be made by a company with total confidence in its quality solutions and services.
365 - 365 days round-the-clock backup service ensures seamless support to meet customer requirements.
360° Care Program
Further to our success for third consecutive year of being No.1 in “Customer Satisfaction”1 in the industry, Fuji Xerox (Hong Kong) will continue to launch the “360° Care Program”, to provide superior customer services, motivate for our continuous improvement and serving as a responsible corporate citizen. To express our gratitude for your invaluable opinion, we will donate HK$5 for every compliment received2 for supporting “Hong Kong Society for the Protection of Children” to provide and promote the care, education and social development of children and families.
1Information from Market Probe’s Competitive Benchmarking Survey
2For the amount of donation, please read Sustainability Report of Fuji Xerox (Hong Kong).
