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Customer Satisfaction

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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.

FY2016 Achievements

7 consecutive years of being No. 1 in Customer Satisfaction Loyalty Index * in the industry.

- Service recovery in 4 hours reached at average 99.93% uptime assurance **
- Availability of 7 x 24 i-Support Service reached at 99.9%
- Fulfillment of backup center for handling customer urgent request reached at 99.9%
- Exclusive Total Satisfaction Guarantee pledge reached at 100% ***


* Information from Annual Competitive Benchmarking Survey chartered by Market Probe (2010-2014), TNS (2015) and B2B (2016)

** Customer offices along MTR city routes
*** Offer full confidence to our customer with our products

Visible Green Initiatives

Being No. 1 in Customer Satisfaction Loyalty Index  in the industry for sixth consecutive year, Fuji Xerox (Hong Kong) will continue the “Visible Green Initiatives”, to listen your voice for driving our continuous improvement and delivering the great experience for you. To express our gratitude for customer’s invaluable opinion, we will purchase carbon offset of no less than 50kg # for every compliment received in support of a hydro project through World Green Organisation for promoting water conservation.

# For the total carbon offset and donation amount, please refer to Fuji Xerox (Hong Kong) Sustainability Report.

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