Frequently Asked Questions

Which customers are invited?
Customer experiences are monitored across a variety of our support touch points. We invite a selection of customers who have recently received support, to participate in our surveys. Each email invitation contains a unique link that can be used to access the questionnaire to evaluate our performance.

Customers are invited to participate based on either a recently completed support request or as part of our periodic and ongoing validation of our overall relationship.

Do many customers get this survey?
Yes, all of our customers are important to us, unless customers opt out, all customers may potentially receive an invitation to join our surveys. We want to understand our customers’ specific experiences with our products, sales and services activities through whatever means you experienced these; on the phone, via the web or through an on-site visit. This helps us to prioritize any necessary improvements regarding product development and our personal interactions. For this, we need to have a representative sample of customers in every country, region, and business channel.

Is it possible to fill in the questionnaire on my smartphone?
Yes. The questionnaire is smartphone enabled and the format will adjust to the specific configuration of your phone.

In which languages can the questionnaire be filled in?
The questionnaire can be filled in, in one of the following languages: Bulgarian, Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Norwegian, Portuguese/Brazilian, Romanian, Russian, Spanish, Swedish, Turkish, Polish, Slovenian, Belgium (French, Flemish), Switzerland (French, Italian, German), CME (English, French, Arabic).

I have participated in the past. Do I need to take part again?
It may well be that you have been invited to participate in our Customer Satisfaction Survey for previous support events, but a fresh evaluation, based upon the most recent interaction, will help us to continuously improve your experience. We always appreciate your feedback, as each type of contact may have yielded a different experience.

How frequently will I be asked to fill out an evaluation?
We understand that most customers will receive surveys from a variety of sources. However, we strive to restrict the number of survey invitations sent to any individual customer to a maximum of one every 30 days (initiated by a service event), regardless of the subject matter of the specific survey.

What happens to my personal information?
Your personal information is needed to confirm that you are still a Canon Solutions America customer and/or will have had a valid experience of our services. After we receive your feedback, your personal information will not be shared with Canon Solutions America unless you explicitly consent to Kantar doing so. Your observations are combined with those of other customers in order to obtain a complete picture of the quality of our services and business relationship. In principle, unless you consent to providing us with your contact information, your individual responses are anonymously aggregated and analyzed. We respect all privacy laws and adhere to the Code of conduct for Social and Market Research and Professional Standards as set forth by ICC/Esomar, the world association for market research. Neither your personal data, nor the answers you give in the survey will ever be used for commercial offers or mailings on an individual level unless you provide us with explicit permission.

How much time do I have to fill in the questionnaire?
Our customer experience questionnaires are usually available to accept your feedback for fourteen days after you receive our initial invitation to participate. It normally takes between 5-10 minutes to complete the questionnaire.

Our overall relationship survey usually remains open for 4 weeks after you receive our invitation to participate and typically takes 12 to 15 minutes to complete.

Is it possible to finish the questionnaire at a later time?
Yes. You have the possibility to save your given answers and finalize your evaluation at a later time. The questionnaire remains open for your feedback for fourteen days after you receive the invitation letter.

Do I have to answer all of the questions before I send my feedback?
No. It is not needed to complete the whole questionnaire to give us your feedback. However, we really appreciate you sharing your overall experiences so we invite you to answer as many questions as possible. During your evaluation you have the possibility to save your progress and responses and finalize your evaluation at a later time. Any responses you provide, even if incomplete, will still be used for our analysis.

What happens with the results?
The results will be used by many departments within Canon Solutions America to improve business decisions. They are made available through a reporting tool that is accessible to key decision makers in the organization.

The results of each survey are analyzed independently and are also used to gauge how perceptions and experiences evolve over time. This helps us identify trends, new developments and possible recurring issues. Your feedback is processed as soon as possible to give us up-to-date insights. Your input can then be used to continuously improve our performance and help us maintain an optimal customer experience and relationship level.

How can I unsubscribe from these research invitations?
We seriously value your feedback and insight, which help us to identify improvement opportunities to our product offerings and support services. We do not wish to be a nuisance with unnecessary mailings so we do offer an 'unsubscribe' link contained within every e-mail. Should you click on that link, you will not receive an invitation regarding your service experiences with Canon Solutions America.