CSAT Training FY'12

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Customer Satisfaction FY’12APAC, China and Japan

• © 2010 Cisco and/or its affiliates. All rights reserved. • Cisco Confidential • 2

Agenda• CSAT General

CSAT Targets

CSAT Policies

Measurement Periods

Customer Response Allowance

• PAL/Survey guide

• FAQ’s

• Best Practices

• Resources and Support


CSAT Targets for FY’12

Certification4.20

VIP 184.40

CSAT Excellence

4.45


CSAT Policies

Examples of our CSAT policies:

• Within a Cisco fiscal year, partners & Cisco can send only one survey invitation to any unique customer contact. Partners cannot use personal email domains (e.g. gmail, yahoo).

• Partners can only send our survey to one unique customer contact a maximum of 5 times within a Cisco Fiscal Year.

• Once a customer contact has submitted their survey response, valid or not, we cannot alter any partner’s CSAT results.

• Customer contacts have the ability to change the partner they want to evaluate.

• Partners can send a survey to multiple contacts within a customer organisation.


FY’12 – Certification & CSAT Excellence

• 28 Jan 2012• Q2 Measurement

• **31 July 2012• Q4 Measurement

Certification

CSAT Excellence

• Gold• Silver• Premier

Certification

CSAT Excellence

CSSP

• Gold• Silver• Premier

• *Minimum number• **PAL tool closes mid-July every year. Deadline for partners will be the PAL closure date which is 13 July 2012.

Meet FY12 Cert target score of 4.20

Gold/Silver: 30* valid responses for previous 12 months

Premiers: 10* valid responses for previous 12 months

Measured twice (end of Jan & July).

Based on Cisco, Partner & Secondary-sourced responses.

30* valid responses for CSSP for previous 12 month period, measured July. Valid when post-sales related question is answered.

Based on Partner-sourced responses.


CSAT Measurement – January 2012

• This is Cisco’s “Q2FY12” CSAT measurement.

• The CSAT measurement that takes place in Jan 28th 2012, measures partner’s valid responses received between Jan 2011 & Jan 2012.

• Valid responses that are received outside this 12 month period will not be counted.

• Applicable for Certification, VIP18 & CSAT Excellence.

• 30 Jan 2011 • 28 Jan 2012


CSAT Measurement – July 2012• This is Cisco’s “Q4FY12” CSAT measurement.

• The CSAT measurement that takes place in July 2012, measures partner’s valid responses received between Aug 2011 & July 2012. This is a rolling 12 mth window.

• Valid responses that are received outside this 12 month period will not be counted.

• Applicable for Certification, *VIP19 (TBC), CSAT Excellence & CSSP.

• *VIP19 Measurement dates to be confirmed• **PAL tool closes mid-July every year. Deadline for partners will be the PAL closure date which is 13 July 2010.

• 1 Aug 2011 • **31 July 2012


CSAT Measurement – Jan 2012 (Q2)Gold/Silver certification example

30 Jan 2011

16 July2012

1 Aug2011

28 Jan2012

5 valid responses betweenJan & July 2011

25 valid responses between Aug 2011 &

Jan 2012 This partner achieves their

CSAT requirement on 28 Jan 2012

Maintain target score of 4.20 or higher

• Please note that this is an example and not necessarily how CSAT should be achieved


30 Jan 2011

13 July2012

1 Aug2011

28 Jan2012

5 valid responses betweenJan & July 2011


Jan 2012

5 valid responses between Jan 2012 &

July 2012

This partner achieves their

CSAT requirement in *13 July 2012

CSAT Measurement – July 2012 (Q4)Gold/Silver certification example


• *PAL tool closes on 13 July 2012.• CSAT needs to be achieved before this date.• Please note that this is an example and not necessarily how CSAT should be achieved


13 July2012

1 Aug2011

28 Jan2012

1 valid response betweenJan & July 2011


Jan 2012 This partner achieves their

CSAT requirement on 28 Jan 2012

CSAT Measurement – Jan 2012 (Q2)Premier certification example


30 Jan 2011

• Please note that this is an example and not necessarily how CSAT should be achieved


13 July2012

1 Aug2011

28 Jan2012

1 valid response betweenJan & July 2011


Jan 2012

1 valid response between Jan 2012 &

July 2012

This partner achieves their

CSAT requirement in *13 July 2012

CSAT Measurement – July 2012 (Q4)Premier certification example

• *PAL tool closes on 13 July 2012.• CSAT needs to be achieved before this date.• Please note that this is an example and not necessarily how CSAT should be achieved


30 Jan 2011


CRA – Customer Response Allowance• CRA can be applied to all sources of Surveys

• CRA can only be utilised for Certification, not for CSAT excellence or VIP, and only for Gold/Silver partners

• Must have minimum of 36 responses before CRA can be applied

• Option will only appear if Partner is below target

• At 36 responses, 1 low score can be removed, at 39 - 2 can be removed, at 42 – 3 can be removed

• CRA will be applied automatically if a Partner qualifies


PAL/Survey Guide


Step 1. Click on “Send Surveys” link.

Step 2. Click on “Click Here” link.

How to send Surveys


Step 3. Enter information for new customer contacts.

Enter the appropriate date you want the survey sent to that contact. Alternatively, you can enter date late in the Cisco Fiscal Year to reserve the contact until you are ready to send the survey.

Click the Submit button.

Scroll towards the bottom of this webpage to reserve customer names or schedule surveys to be sent (see next 2 slides).

Entering customer contact details


To reserve your contact names for a new Cisco fiscal year year:

1. In the "Filter by" drop-down menu, select "No Surveys Scheduled/Sent" option 2. Select "Go" 3. In the Survey Status section, the contact names that were sent a survey last year will be displayed 4. Select a contact or multiple contacts you would like to reserve and click the “Send" button at the bottom of the page 5. You will have the option to correct any of the information that may have changed (for example, company name or email address) 6. Enter the date you would like this contact to receive the survey. If you don’t know when you want to send your customer a survey, simply choose a date late in the Cisco Fiscal Year (before 30 Jun). Adjust the date by using the Edit/Send button when you are ready to send the survey. 7. Select "Send"

The system will provide a confirmation message detailing contacts that were not successfully scheduled. All other contacts are now reserved, and the survey(s) will be sent on the date scheduled. The scheduled survey date can be updated as needed through the Edit feature.

The No Surveys Scheduled/Sent filter list displays your end customer contacts from the previous fiscal year. You can edit and schedule surveys for these contacts by selecting the appropriate contact and clicking the "Send" button.

How to reserve customer contacts


The Scheduled Surveys list displays the surveys that have been scheduled but not sent.

These surveys will be sent on the date listed. You can also edit the survey information for these contacts, if necessary.

It is highly recommended that partners: - reserve names once a new customer deal is confirmed or - schedule to send a survey following a successful Cisco deployment.

How to schedule customer contacts


Overview Screen Quick View vs. the CSAT Year View

View Results for CSAT Yearclick on this link to see your survey results for the CSAT measurements for end of Jan (Q2) & end of July (Q4). This is the view you need to look at when checking your CSAT results for certification.

Overview ScreenQuick Viewshows your CSAT results within Cisco’s Fiscal Year. Cisco’s current fiscal year is FY12 which runs from 1 Aug 2011 to 31 July 2012.


CSAT Year Overview – Jan 2012 (Q2FY12)For the Q2 measurement, partners need to achieve their CSAT requirement for certification before 28 Jan 2012. Valid responses received between Jan 2011 & Jan 2012 will be counted.

Target Score & Minimum number of valid responses(for certification)

Partner’s CSAT results broken down to the 3 sources:PartnerCisco Secondary


CSAT Year Overview – July 2012 (Q4FY12)For the Q4 measurement, partners need to achieve their CSAT requirement for certification before *13 July 2012. Valid responses received between 1 Aug 2011 & *13 July 2012 will be counted.*Note, that the PAL tool closes on 13 July. PAL will open for our FY13 survey on 1 Aug 2012 (PST).No surveys can be sent & no responses can be received during 13-31 July 2012.

Target Score & Minimum number of valid responses(for certification)

Partner’s CSAT results broken down to the 3 sources:PartnerCisco Secondary

Partner’s Combined CSAT results. These results need to meet a minimum of 30 responses with a score of 4.20 or higher.


What are the key survey questions which provides partners valid survey responses?

• How do you personally receive pre-sales support for Cisco products and services (network configuration, matching products or services to business problems)? Select from a list of options= Respondent should select “Cisco Partner”

• How do you personally receive post-sales technical support & maintenance for Cisco products and solutions (hardware repair, software updates, troubleshooting etc)? Select from a list of options= Respondent should select “Cisco Partner”

• Which of the following describes the manner in which you personally engage with Cisco?= Typical end customer respondent should select:I am involved in the Cisco solutions my company uses in our internal network.

• The name of the Channel Partner that sent you this survey invitation has been inserted above for your convenience. Do you wish to evaluate this partner? (response required to continue with survey) Yes/No= Respondent should answer YES

• These questions appear in the first part of the FY12 Cisco Survey.


What are the key survey questions which provides partners valid survey responses for VIP?

This appears in the “Cisco Pre-Sales Channel Partners” section of the survey:

• Overall, how would you rate your overall satisfaction with the Pre-Sales Support provided by <Partner Name appears here>?5 Very Satisfied to 1 Very Dissatisfied = Respondent indicates their desired rating

The name of the Channel Partner that sent you this survey invitation has been inserted above for your convenience. Do you wish to evaluate this partner? (response required to continue with survey) Yes/No= Respondent should answer YES

This appears in the “Cisco Post-Sales Channel Partners” section of the survey: Do you have a <Partner Name appears here> support contract to service your Cisco

Equipment? Y/N= If respondent answers yes, this will lead them to the following Post-Sales question that is required for a valid response for VIP.

Overall, how would you rate your overall satisfaction with the Post-Sales Support (repair, maintenance, and technical support) provided by <Partner Name appears here>?5 Very Satisfied to 1 Very Dissatisfied = Respondent indicates their desired rating


Cisco FY12 Calendar – Aug 2011 to July 2012

Jan 2012 (Q2FY12)measurement

date

July 2012 (Q4FY12)measurement date

& alsoPAL tool closure

date for FY12

PAL tool opensfor our FY13(1 Aug 2012)


FAQ’s


Q: When trying to enter a contact in PAL, I received the following message: "The e-mail address you entered has already been sent the same survey type. Please add or select another contact to send the survey to." What causes this?

Within a Cisco fiscal year, partners & Cisco can send only one survey invitation to any unique customer contact.

There are three sources for sending surveys:–Partner-sourced (surveys sent by Cisco Channel Partners)–Cisco-sourced (surveys sent by Cisco’s Account team)–Secondary-sourced (surveys sent by Cisco’s TAC)

This error message is received if the email address of the customer contact you entered in PAL has already been sent a survey by one of the survey sources. It could also have been sourced by you as the partner, but contained an incorrect email address, or the potential respondent asked to be taken off the survey list.

Access the PAL tool early in Cisco’s fiscal year to reserve your customer contacts. By reserving your customer contacts early, this will secure your contacts and block Cisco and other Channel Partners from sending a survey to those contacts (they will receive the error message above).


Q: I sent a survey to my end customer but they said they did not receive it. Why?

This is due to the fact that some end customer companies are running anti-spam filtering software on their email systems.

Resolution: Partners need to create a PRT case* & submit this request (complete case work flow, choose PAL in the application drop down menu, copy & edit the following in the description field):

Due to anti-spam filtering software, my customer can’t receive the Cisco survey. Can you please arrange for a survey invitation to be sent directly to my customer:<Enter end customer contact’s email address>.Please send the survey on behalf of <Enter Partner Name (your company name)> & we are based in <Enter your country>

PRT will escalate your request to Walker Info. Walker Info will then organise for a survey invitation be sent directly to your customer contact (the survey will bear your company name). Please alert your customer contact to expect a survey invitation from Walker Info.

*Go to www.cisco.com/go/prt

http://www.cisco.com/go/prt


Q: How long does it take for valid responses to be reflected in PAL?

It depends on the actual time the survey responses are submitted.

The normal update time is 24 hours if the access or completion of the survey happened during the typical business hours (PST).

If a response was completed after 6pm (PST), the response may or may not be reflected within 24 hours and would appear in PAL the day after.


Q: I sent a customer a survey, but I didn't get a response from the contact. Why?

The customer contact answered “NO” to this question & submitted their response:

The name of the Channel Partner that sent you this survey invitation has been inserted above for your convenience. Do you wish to evaluate this partner? (response required to continue with survey) Yes/No

or

At times, contacts will request that their names be removed from the Survey Name database. If this happens to a survey that was sent by your company, you will see the contact's email address in your Send Surveys filter under the filter name "Contacts Refused Survey".


Awareness and Best Practices


Summary1. Certification and CSAT Excellence targets are based on all

three sources (Cisco, Partner & Secondary). VIP remains Partner-sourced only.

2. CSAT for VIP18 - one target score & one minimum number of valid responses for all tracks: Gold/Silver – 20 responses during previous 12 mths Premier – 10 responses during previous 12 mths

3. CSAT requirement for both certification & VIP are measured at the same time – end of Jan & end of July.

4. CSAT requirement for certification will no longer be validated on the Gold/Silver/Premier partner’s anniversary date but will still be looked at as part of a closed loop process in a Gold/Silver Partners Audit.


Awareness • The PAL tool will close for FY12 on 13 July 2012. The tool will open for our FY13

survey on 1 Aug 2012 (PST).

• Partners need to complete their CSAT requirements for certification & VIP for the Q4 measurement (end of July) before the PAL tool closes on 13 July 2012.No surveys can be sent & no responses can be received during 13-31 July 2012.

• Within a Cisco fiscal year, partners & Cisco can send only one survey invitation to any unique customer contact. Partners cannot use personal email domains (e.g. gmail, yahoo).

• Partners can only send our survey to one unique customer contact a maximum of 5 times within a Cisco Fiscal Year.

• Once a customer contact has submitted their survey response, valid or not, we cannot alter the partner’s CSAT results.

• Partners can send a survey to multiple contacts within a customer organisation.


Recommended Best Practices • Be organised with managing your CSAT process.

• Reserve your customer names from the day that the PAL tool re-opens in Cisco’s Fiscal Year. Remember, that valid responses for VIP are Partner-sourced only. By reserving names in this way, partners can lock in the contact name for the current Cisco fiscal year and actually send it at the partner’s convenience.

• It is highly recommended that partners reserve names once a new customer deal is confirmed or schedule to send a survey following a successful Cisco deployment.

• Go through the Demo Survey on PAL so that you can see the type of questions being asked and to gain an understanding of the flow of the survey. To access the Demo Survey, go to PAL, click on Send Surveys link, click on “Survey” link under the title “Introduction”.

• Check on your CSAT results regularly. Even if you meet CSAT in January, keep an eye on your results regularly leading up to the July measurement.

• Plan ahead & obtain valid responses regularly throughout the year. Keep in mind that valid responses received outside the measurement periods will not be counted.

• Be even more organised with your CSAT results for the January measurement. Engage with your customer contacts early to avoid the Christmas/summer holiday rush. There will be no exceptions.

• Periodic email reminders will be sent to partners leading up to the Jan (Q2) & July (Q4) measurement dates. You will start receiving them late Sep 2012. Please take advantage of these reminders.


Recommended Best Practices – cont’d Create a solid survey strategy rather than just sending out surveys haphazardly.

• Compile a list of Cisco end customer contacts that you want to target. That list should include columns for email addresses, contact numbers, company, VIP-related customer or not and all other relevant details.

• Go through the list and call each end customer contact prior to sending the survey. This gives you a chance to talk about:

The recent Cisco deal/deployment you implemented for this customer. Mention the Cisco survey & when is the best time they can take 15-20 mins to

respond. Explain that you are their Channel Partner/Value-Added Reseller/System

Integrator or Service Provider to ensure you are on top of their mind when they respond to the survey.

Ensure they select “Channel Partner” to the 3rd & 4th question of the first page of the survey

Mention that the survey invitation you are about to send will come from a company called “Walker Info”. It will not come from Cisco or you, as their partner. Remind them to click on the survey link only when they are ready to respond.

Take the opportunity to build the customer relationship accordingly with this phone call.


Resources & Support

• FY12 CSAT website - www.cisco.com/go/csat

• PAL tool - www.cisco.com/go/pal

• PAL FAQs - www.cisco.com/go/csatClick on FAQs link under Resources.

• FY12 CSAT Excellence - www.cisco.com/go/csat

• PAL & CSAT Support – contact our Partner Relationship Team (PRT): www.cisco.com/go/prt

http://www.cisco.com/go/csat

http://www.cisco.com/go/pal



http://www.cisco.com/go/prt

Thank you.

Documents

CSAT Training FY'12