Working With Customers
Pitney Bowes 2010 customer satisfaction highlights from our business units:

• We mobilized cross-functional teams to address over 100 million customer transactions each year, striving to make these processes as effective as possible.
• We launched product councils, engaging strategic customers in product and requirement discussions, to contribute to customer loyalty.
• We developed an improved renewal process which includes training for front-line employees and a tracking system with real time feedback.
• We reached a milestone of customer engagement with a cumulative total of 500,000 customers who have offered structured feedback and ideas for improvement.

Supplier diversity
Percentage of supplier spend with diverse businesses:
2010: 4.7%*
2009: 6.0%
2008: 4.7%

In 2010 the Pitney Bowes Enterprise Procurement Department was actively engaged in the strategic transformation process implemented across the company. A component of this process was the reduction and consolidation of the supplier base, which impacted the opportunity to engage diverse suppliers. As a result, the 2010 percentage of subcontracting with diverse suppliers was 4.7%, versus 6.0% in 2009. Included in this percentage were successful contract awards to diverse businesses in the areas of staffing, janitorial services and products, courier services, security, manufacturing and logistics.*