Cisco TAC monitors customer satisfaction by following a customer satisfaction survey process. Whenever a case is closed, the customer receives a “Bingo” survey. Bingo surveys are standard Cisco surveys that enable customers to comment on and rate Cisco services.

When cases are closed, Cisco TAC engineers also fill out a Reverse Bingo Survey to evaluate customer or partner engineers. A summary of the Reverse Bingo is provided to the customer in the half-yearly reports. This process creates a system of checks and balances and helps all parties involved by providing them with positive feedback and areas of improvement.