KODAK’s EAME Service & Support organisation excels in customer satisfaction according to latest independent research

o 88% of customers interviewed give Kodak top marks in terms of their overall satisfaction with the service & support provided
o 97% of customers surveyed would recommend KODAK Service & Support to others
o 100% of customers happy with Kodak’s field engineers professional approach
o KODAK Service & Support hailed as the world’s ‘Best Support Organisation 2006’ at the recent International Business Awards

August 16, 2006 – The latest independent research commissioned by KODAK Service & Support throughout Europe, Africa, and the Middle East (EAME) to assess customer views of the organisation shows that the level of customer satisfaction is high and constantly rising.

The study (carried out in November 2005) found that overall 88% of customers surveyed in the individual EAME countries were totally or very satisfied with Kodak’s service and support offering, an increase of 3% compared to a similar project undertaken in July 2004 .

When asked whether they would be happy to recommend KODAK Service & Support to their business partners and associates, 97% of the individuals interviewed said they would, an increase of 1% compared to the June 2005 study. Importantly, 94% of customers with purchasing responsibility commented that that they were likely to repurchase a Kodak service plan, with almost a third saying it was ‘extremely likely.’

Colin Cooke, KODAK Service & Support’s EMEA business development manager, said, “The results of the study confirm that we’re on the right track and continuously improving. The customer satisfaction figures were high anyhow, but continue to get higher. Over the last few years, we’ve put more focus on reacting quickly, training and employing qualified staff. If any issues arise we can often resolve them on site – within the scope of our “just one visit” policy – thereby reducing machine breakdowns to an absolute minimum.”

According to the study, 82% of customers overall were totally or very satisfied with their local Kodak representative’s availability, with the figures rising to 88% in the UK, and 100% in Germany, France, and the Netherlands. In some regions, the results show an improvement of more than 40% since the July 2004 research was first carried out.

Customers were particularly impressed by the professional and friendly manner of Kodak’s service engineers when actually onsite which is reflected by the 100% satisfaction rating given throughout the EAME region. This is the third time in a row that independent research by IFF has found this.

Similar positive evaluations included customer satisfaction with response times to calls (98%), engineers’ level of equipment training’ (100%), ability to repair equipment in one visit (97%) and time to repair problems (97%).

Cooke says, “A service organisation that proves its reliability in these areas enables its customers to plan their business better and optimise their resources, working hours, and production procedures. Alongside fast repairs, these factors are critical to ensuring successful business performance underpinned by the service organisation.”

For the fourth time in a row, the IFF research shows that 99% of customers are satisfied with how Kodak’s products support their businesses.

Cooke adds, “We’re really proud of the positive praise from customers received for our on-site service. The high level of satisfaction makes it clear that our service approach fulfills our customer’s requirements very well.”

KODAK Service & Support - the world’s ‘Best Support Organisation 2006’

The accomplishments of the KODAK Service & Support organisation have led to it to being voted ‘Best Support Organisation 2006’ at the International Business Awards, recently held in New York in June 2006.

Nicknamed the Stevies from the Greek word for ‘crowned’, the New York Post described these international awards as “the business world’s own Oscars”. They represent the only global, all-encompassing award for excellent performance in the workplace, with votes made from companies worldwide. At the third annual International Business Awards, Kodak Service & Support was selected from more than 700 nominations in 30 countries. The Stevies are awarded in a total of 40 categories.

“We’re delighted to have been honored with this distinction,” concludes Cooke. “It recognises our commitment to providing a broad range of services any time and anywhere. For us, service covers everything from repairs during the warranty period to installation and integration work and help desk functions for DMS products and storage solutions. This award pays tribute to our team’s technical expertise and our expanding global presence.”

- ENDS –

About Kodak Service & Support:
Based in Stuttgart, Germany, Kodak Services & Support is a subsidiary of Eastman Kodak and a branch of Kodak Global Services, one of the world’s leading service providers. Kodak Global Services has 3300 staff in over 120 countries. Alongside service management, it also offers multi-vendor professional services for storage products, scanners, micrographics equipment and commercial printing systems, including both individual products and complete systems. Kodak Global Services works with several different distribution partners to deliver maintenance and warranty services as well as special services including disaster recovery, conversion services und relocation management.

About Eastman Kodak Company
Kodak is the world’s foremost imaging innovator, providing leading products and services to the photographic, graphic communications, and healthcare markets. With sales of US$14.3 billion in 2005, the company is committed to a digitally oriented growth strategy focused on helping people better use meaningful images and information in their life and work. Consumers use Kodak’s system of digital and traditional image capture products and services to take, print, and share their pictures anytime, anywhere; businesses effectively communicate with customers worldwide using Kodak’s solutions for prepress, conventional, and digital printing and document imaging; creative professionals rely on Kodak’s technology to uniquely tell their story through moving or still images; and leading healthcare organizations rely on Kodak’s innovative products, services, and customized workflow solutions to help improve patient care and maximize efficiency and information sharing within and across their enterprises.
More information about Kodak (NYSE: EK) is available at www.kodak.com.

About IFF Research Limited
IFF Research was founded in 1965 as the first specialist business-to-business market research agency in Britain, initially working almost exclusively for clients in manufacturing sectors. Since the 1970s, the company has carried out projects for clients in the public and business services sectors, more recently moving into the field of consumer research.

IFF Research is a full service agency, employing 36 full-time staff, specialising in bespoke high quality quantitative and qualitative research. The company is fully owned by its working directors, allowing it to provide a more involved, flexible service to our clients than would be the case if we were part of a larger group. For further information, please visit the web at www.iffresearch.com
Press contacts:

Kodak Document Imaging, UK
Jonathan Tripp
Marketing Manager
Tel: 01442 846814
E-Mail: jonathan. tripp {at} kodak(.)com
Web: www.kodak.com/go/docimaging

Tom Herbst PR Limited
Tom Herbst
Director
Tel: 0207 612 8522
Mob: 07768 145571
E-Mail: tom {at} tomherbstpr.co(.)uk

1 316 telephone interviews were carried out in the countries listed, with the numbers in brackets indicating the number of interviews completed in each: Belgium (29), France (50), Germany (75), Austria (9), Italy (18), Netherlands (30), Switzerland (30) and UK (75).
2 A 7 point numeric scale was used with 7 representing ‘totally satisfied’ and 1 ‘totally dissatisfied.
3 The study was carried out in November 2005 (fieldwork competed between October 25 and November 15, 2005), with previous studies occurring in June 2005, November 2004, and July 2004.