Customer Value

World-Class Customer Service

OfficeMax U.S. Operations provides a toll-free customer service phone number and communicates this number clearly at key customer touch points, including the OfficeMax Web site, OfficeMax shipping documents and receipts, and at retail stores.

The ability of our Call Centers to respond to customers quickly and get problems resolved fast has maintained world-class performance for a number of years.

One of our performance metrics, “Done in One,” captures the percentage of customer requests (orders, product questions, returns, etc.) that are resolved during a customer’s first interaction with us. Performance in excess of 80 percent is generally considered world-class by Service Quality Measurement Group, Inc., a leading third-party call center measurement company. From 2005 through 2008, OfficeMax scored no less than 97 percent during any individual quarter.

Another metric, known as “Service Level,” captures the percentage of customer calls that are answered within a set time period. Our target is to answer at least 70 percent of our calls within 20 seconds, and to average an overall call answer speed of less than 20 seconds. In every quarter, from 2005 through 2008, we answered at least 76 percent of our calls within 20 seconds, with our highest performance reaching over 95 percent of calls.

CORRECTION: In our 2007 Corporate Social Responsibility Report (covering 2007 performance), the percentages reported for “Done in One” and “Service Level,” 95 and 75 percent, respectively, underestimated the accuracy of our performance in these areas.