Partner Customer Satisfaction Program Q&A - CSAT

Customer Satisfaction Q&A

  • Q: What changes has Cisco made to the customer satisfaction requirements for partners?

    A: The theater score requirement for CSAT compliance is being removed starting in fiscal year 2015. Partners instead will be required to follow up on all low scores received and track that activity within the PAL tool.

  • Q: When will the changes to the CSAT measurement take effect?

    A: The new requirements for CSAT requirements will take effect beginning August 1, 2014.

  • Q: Which partners must complete a low-score follow-up in the Partner Access onLine (PAL) tool?

    A: All Gold, Silver, and Premier Certified Partners will be required to complete a low-score follow-up in the PAL tool as well as all Select and Registered Partners participating in the Value Incentive Program.

  • Q: What will partners need to do for the January 2015 CSAT measurement?

    A: For the CSAT measurement scheduled to take place on January 24, 2015, partners will be required to meet only the survey response target: 30 for Gold, 20 for Silver, 10 for Premier, and 10 for Select and Registered Partners participating in the Value Incentive Program. No low-score follow-up will be required for the January 2015 measurement.

  • Q: What will partners need to do for the July 2015 CSAT measurement?

    A: For the July 2015 (fourth quarter, fiscal year 2015) CSAT measurement, partners will be required to meet the survey response target for either their certification level or the Value Incentive Program requirements. They must also follow up on all low scores that were received in the January 2015 CSAT measurement (second quarter, fiscal year 2015). The PAL tool will be updated in November 2014 to show partners exactly which surveys must be followed up on for the July 2015 measurement.

  • Q: How many low scores must a partner follow up on for the partner to be considered CSAT compliant?

    A: Partners will be required to follow up on all low scores received from the previous CSAT measurement period. For example, in the July 2015 CSAT measurement, partners must follow up on all low scores that were received in the January 2015 measurement.

  • Q: What updates to the PAL tool are scheduled for fiscal year 2015?

    A: Several updates to the PAL tool are scheduled for November 2014. The Follow Up feature will be visible and available for use by all partners regardless of certification level. Partners will also be able to view a snapshot of all low scores from the previous CSAT measurement period so that compliance can be easily tracked.

  • Q: Is using the Follow Up feature in the PAL tool mandatory?

    A: Yes, CSAT compliance requires the use of the Follow Up feature within PAL. The system requires partners to track all activity in PAL to systematically check for CSAT compliance along with the target requirement. Reminder: The Follow Up feature will be required beginning with the July 2015 (fourth quarter, fiscal year 2015) CSAT measurement.

  • Q: Where can I see a demonstration of the Follow Up feature in PAL?

    A: You may download a document here (PPT - 1.26 MB) to learn about the Low Score Follow Up feature, along with directions on how to update and use the reporting function.

  • Q: How will the removal of the theater score requirement for CSAT affect the Value Incentive Program?

    A: CSAT requirements for the VIP will mirror the CSAT requirements for certification. Partners will need to meet the survey response targets for the January 2015 measurement. For the July 2015 measurement, partners will need to meet the survey response target and complete a low-score follow-up for all low scores that were received in the January 2015 measurement. Select and Registered Partners will have to meet the requirements of 10 surveys and low-score follow-up compliance.

  • Q: Who should I contact if I have further questions about the new CSAT requirements?

    A: Please open a case with Customer Service Central (www.cisco.com/go/cs) if you have questions about the new CSAT partner requirements.

  • Q: What survey questions must be answered for the survey to be considered valid for the VIP and certification programs?

    A: A survey will be considered valid if one or both of the overall satisfaction questions are answered in the partner questions:

Cisco Partner

Presales Overall Question

Overall, how would you rate your satisfaction with the presales support provided by the Cisco presales partner [partner name inserted]? (Respondent must select a rating.)

  • 5 Very Satisfied
  • 4 Satisfied
  • 3 Neutral
  • 2 Dissatisfied
  • 1 Very Dissatisfied

Postsales Overall Question

Overall, how would you rate your satisfaction with the postsales support (repair, maintenance, and technical support) provided by the Cisco postsales partner [partner name inserted]? (Respondent must select a rating.)

  • 5 Very Satisfied
  • 4 Satisfied
  • 3 Neutral
  • 2 Dissatisfied
  • 1 Very Dissatisfied

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  • Q: Can the CSAT Star of Excellence still be attained with the removal of the theater score requirement?

    A: Yes, the CSAT Star of Excellence will still be able to be attained. The score calculations will still be visible in PAL for you to track attainment.

  • Q: How is the Overall Satisfaction Score calculated for the CSAT Star of Excellence?

    A: The overall satisfaction score is based on a combination of presales and postsales overall satisfaction as determined by responses to two questions in the Cisco Corporate Survey - Channel Partner section:
    Question 15: "Overall, how would you rate your satisfaction with the presales support provided by (your) Cisco partner?"
    Question 18: "Overall, how would you rate your satisfaction with the postsales support provided by (your) Cisco partner?"

    The actual calculation: (Average of all presales scores * count of presales surveys) + (Average of all postsales scores * count of postsales surveys) / count of presales surveys + count of postsales surveys