Module 2: The Importance of Service

Customer Satisfaction

The feedback Cisco receives from these surveys is used to validate and improve the services that Cisco offers its customers through resellers and partners. This feedback contributes to the goal of providing Cisco customers with the best possible service and tools that ensure their success.

The benefits of receiving and acting on feedback from customers include:

		It provides a foundation for building long-term relationships with customers, resellers, partners, and Cisco.
		It provides you with an opportunity to improve business practices relative to how your company sells and supports products, services, and solutions.
		It generates key indicators of future directions and market changes.
		It provides a framework for open communication and responsiveness to end-customers’ needs.

This is an ongoing survey with responses received daily as Cisco customer respondents submit them. Certification and renewals are measured within an annual timeframe.

Now that you have a better understanding of the benefits associated with having customers complete customer satisfaction surveys, continue to the next section to review the impact of the customer satisfaction level with and without a service support contract.

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