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Customer Satisfaction Requirements

Meet CSAT requirements and establish customer loyalty

Each fiscal year, with deadlines in January and July, Gold or Premier Integrator partners, and Provider partners participating in the Value Incentive Program (VIP), are required to use the Cisco Customer Satisfaction Program (CSAT) survey to assess their customer relationships.

Overview

The CSAT survey process is required only for Gold or Premier Integrator partners and for Provider partners participating in VIP.

It provides a way for you to:

  • 1. Assess your customer relationships, by having Cisco send some of your customers a satisfaction survey.
  • 2. Address customer concerns, by following up on any low scores.

See below for important deadlines and other details.

January CSAT requirement

5 p.m. PST on January 28, 2023

You must provide email addresses for the customers you want to receive customer satisfaction surveys. The number of email addresses required differs according to type of partner:

  • 30 for Gold Integrator partners
  • 10 for Premier Integrator partners
  • 10 for Provider partners participating in VIP

If you are both a Provider partner participating in VIP and a Gold or Premier Integrator partner, the higher number applies.

Using Partner Access onLine (PAL), you may provide email addresses from August 1, 2022, through 5 p.m. PST on January 28, 2023.

If you miss the January 28, 2023, 5 p.m. PST deadline, you will not be able to add customer email addresses until the next fiscal year.

July CSAT requirement

5 p.m. PST on July 14, 2023

Cisco will send out all surveys no later than May 1, 2023.

If you receive any low scores (1 - 4) then you must:

  • Follow up with the customer.
  • Enter your follow-up activities in PAL before it closes at 5 p.m. PST on July 14, 2023 (the second Friday of July, as usual).