今回1位の評価を受けた2部門では、7ファクターすべてが最高評価となりました。当社は、今回の評価を励みに、これからも業界トップの評価にふさわしいテクニカルサポートを引き続き行ってまいります。また、業務プロセスの最適化に関する知見を強みに、DX支援を始めとするお客様の経営課題の解決に貢献できる質の高いソリューション・サービスを提供してまいります。"J.D. Power 2024 Corporate Technical Support Call Center Satisfaction Survey℠" Rated first in two categories: "Server Division" and "Copier/Printer Division."
November 21, 2024.
Fujifilm Business Innovation Inc. (Headquarters: Minato, Tokyo, Representative Director & CEO: Naoki Hama) has been rated first in two categories, "server department" and "copy machine/printer department," in the "J.D. Power 2024 Corporate Technical Support Call Center Satisfaction Survey" conducted by J.D. Power Japan Inc. (Headquarters: Minato, Tokyo, Representative Director: Koji Yamamoto, Abbreviation: J.D. Power), an international specialized agency for research and consulting on customer satisfaction (CS).
This survey is conducted annually by J.D. Power, targeting companies nationwide to assess the satisfaction of corporate technical support in call centers for four product areas: "server," "PC/tablet," "copy machine/printer," and "business software." The survey evaluates satisfaction regarding technical support for issues after product purchase, such as malfunctions and usage or setup questions. Seven factors that influence overall customer satisfaction have been set: "ease of connecting on the phone," "politeness of response," "product knowledge," "time taken for problem resolution or response in the call center," "appropriateness of information or answers provided for inquiries," "understanding of inquiries and requests," and "clarity of explanations." The overall satisfaction score is calculated based on user evaluations of detailed assessment items for each factor.
Summary of the survey
- Period: Late July to mid-August 2024.
- Survey Target: Companies that have utilized the call center for technical support inquiries within the past year (with 5 or more employees).
- Number of Responses: Server: 1,614 responses.
- Copiers/Printers: 3,645 units.
For details about the survey results, please visit the J.D. Power homepage.
In the two categories that received the highest rating this time, all seven factors were rated the highest. Encouraged by this rating, the company will continue to provide technical resistance that is worthy of industry-leading recognition. Additionally, leveraging insights into optimizing business processes, high-quality solutions and services will be provided to contribute to solving management issues for customers, starting with DX support.
- The services, product names, etc. posted in the press release are registered trademarks or trademarks of their respective companies.
Inquiries from customers
Fujifilm Business Innovation Customer Center
Except for Saturdays, Sundays, and holidays, the hours of operation are 9:00-12:00 and 13:00-17:00.
- *If you contact the above free dial number, we may record the call in order to accurately understand the content of your inquiry or request, as well as to confirm the follow-up status at a later time. Please be aware of this in advance.
