CSAT Training FY'12

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<p>Customer Satisfaction FY12APAC, China and Japan</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>1</p> <p> CSAT General CSAT Targets CSAT Policies Measurement Periods Customer Response Allowance PAL/Survey guide FAQs Best Practices Resources and Support</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>2</p> <p>Certification 4.20</p> <p>VIP 18 4.40</p> <p>CSAT Excellence 4.45</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>3</p> <p>Examples of our CSAT policies: Within a Cisco fiscal year, partners &amp; Cisco can send only one</p> <p>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</p> <p>contact a maximum of 5 times within a Cisco Fiscal Year. Once a customer contact has submitted their survey response,</p> <p>valid or not, we cannot alter any partners CSAT results. Customer contacts have the ability to change the partner they</p> <p>want to evaluate. Partners can send a survey to multiple contacts within a</p> <p>customer organisation. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4</p> <p>Certification Gold Silver Premier</p> <p>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 &amp; July). Based on Cisco, Partner &amp; Secondarysourced responses.</p> <p>Certification Gold Silver Premier 30* valid responses for CSSP for previous 12 month period, measured July. Valid when post-sales related question is answered. Based on Partnersourced responses.</p> <p>CSAT Excellence</p> <p>CSAT Excellence</p> <p>CSSP</p> <p>28 Jan 2012Q2 Measurement</p> <p>**31 July 2012Q4 Measurement</p> <p>*Minimum number **PAL tool closes mid-July every year. Deadline for partners will be the PAL closure date which is 13 July 2012.</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>5</p> <p> This is Ciscos Q2FY12 CSAT measurement. The CSAT measurement that takes place in Jan 28th 2012,</p> <p>measures partners valid responses received between Jan 2011 &amp; Jan 2012. Valid responses that are received outside this 12 month period will</p> <p>not be counted. Applicable for Certification, VIP18 &amp; CSAT Excellence.</p> <p>30 Jan 2011</p> <p>28 Jan 2012</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>6</p> <p> This is Ciscos Q4FY12 CSAT measurement. The CSAT measurement that takes place in July 2012, measures</p> <p>partners valid responses received between Aug 2011 &amp; July 2012. This is a rolling 12 mth window. Valid responses that are received outside this 12 month period will</p> <p>not be counted. Applicable for Certification, *VIP19 (TBC), CSAT Excellence &amp;</p> <p>CSSP.</p> <p>1 Aug 2011</p> <p>**31 July 2012</p> <p>*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. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7</p> <p>Gold/Silver certification example25 valid responses between Aug 2011 &amp; Jan 2012</p> <p>5 valid responses between Jan &amp; July 2011</p> <p>30 Jan 2011</p> <p>1 Aug 2011</p> <p>This partner achieves their CSAT requirement on 28 Jan 2012</p> <p>Maintain target score of 4.20 or higher</p> <p>28 Jan 2012</p> <p>16 July 2012</p> <p>Please note that this is an example and not necessarily how CSAT should be achieved</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>8</p> <p>Gold/Silver certification example25 valid responses between Aug 2011 &amp; Jan 2012 This partner achieves their CSAT requirement in *13 July 2012 28 Jan 2012 5 valid responses between Jan 2012 &amp; July 2012 13 July 2012</p> <p>5 valid responses between Jan &amp; July 2011</p> <p>30 Jan 2011</p> <p>1 Aug 2011</p> <p>Maintain target score of 4.20 or higher*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</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>9</p> <p>Premier certification example9 valid responses between Aug 2011 &amp; Jan 2012</p> <p>1 valid response between Jan &amp; July 2011</p> <p>30 Jan 2011</p> <p>1 Aug 2011</p> <p>This partner achieves their CSAT requirement on 28 Jan 2012</p> <p>Maintain target score of 4.20 or higher</p> <p>28 Jan 2012</p> <p>13 July 2012</p> <p>Please note that this is an example and not necessarily how CSAT should be achieved</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>10</p> <p>Premier certification example9 valid responses between Aug 2011 &amp; Jan 2012 This partner achieves their CSAT requirement in *13 July 2012 28 Jan 2012 1 valid response between Jan 2012 &amp; July 2012 13 July 2012</p> <p>1 valid response between Jan &amp; July 2011</p> <p>30 Jan 2011</p> <p>1 Aug 2011</p> <p>Maintain target score of 4.20 or higher*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</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>11</p> <p> CRA can be applied to all sources of Surveys CRA can only be utilised for Certification, not for CSAT excellence or</p> <p>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</p> <p>removed, at 42 3 can be removed CRA will be applied automatically if a Partner qualifies</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>12</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>13</p> <p>Step 1. Click on Send Surveys link.</p> <p>Step 2. Click on Click Here link. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14</p> <p>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).</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>15</p> <p>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 dont 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.Cisco Confidential 16</p> <p>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. 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>The Scheduled Surveys list displays the surveys that have been scheduled but not sent.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.</p> <p>These surveys will be sent on the date listed. You can also edit the survey information for these contacts, if necessary.Cisco Confidential 17</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>View Results for CSAT Year click on this link to see your survey results for the CSAT measurements for end of Jan (Q2) &amp; end of July (Q4). This is the view you need to look at when checking your CSAT results for certification.</p> <p>Overview Screen Quick View shows your CSAT results within Ciscos Fiscal Year. Ciscos current fiscal year is FY12 which runs from 1 Aug 2011 to 31 July 2012. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18</p> <p>For the Q2 measurement, partners need to achieve their CSAT requirement for certification before 28 Jan 2012. Valid responses received between Jan 2011 &amp; Jan 2012 will be counted.</p> <p>Target Score &amp; Minimum number of valid responses (for certification)</p> <p>Partners CSAT results broken down to the 3 sources: Partner Cisco Secondary</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>19</p> <p>For the Q4 measurement, partners need to achieve their CSAT requirement for certification before *13 July 2012. Valid responses received between 1 Aug 2011 &amp; *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 &amp; no responses can be received during 13-31 July 2012.</p> <p>Partners CSAT results broken down to the 3 sources: Partner Cisco Secondary</p> <p>Target Score &amp; Minimum number of valid responses (for certification) Partners Combined CSAT results. These results need to meet a minimum of 30 responses with a score of 4.20 or higher.</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>20</p> <p>These questions appear in the first part of the FY12 Cisco Survey. How do you personally receive pre-sales support for Cisco products and services (network</p> <p>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 &amp; maintenance for Cisco</p> <p>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?</p> <p>= 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</p> <p>above for your convenience. Do you wish to evaluate this partner? (response required to continue with survey) Yes/No = Respondent should answer YES</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>21</p> <p> 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 Pre-Sales Channel Partners section of the survey: Overall, how would you rate your overall satisfaction with the Pre-Sales Support</p> <p>provided by ? 5 Very Satisfied to 1 Very Dissatisfied = Respondent indicates their desired rating This appears in the Cisco Post-Sales Channel Partners section of the survey: Do you have a 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 ? 5 Very Satisfied to 1 Very Dissatisfied = Respondent indicates their desired rating 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22</p> <p>July 2012 (Q4FY12) measurement date &amp; also PAL tool closure date for FY12</p> <p>Jan 2012 (Q2FY12) measurement date</p> <p>PAL tool opens for our FY13 (1 Aug 2012)Cisco Confidential 23</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>24</p> <p>Within a Cisco fiscal year, partners &amp; 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 Ciscos Account team) Secondary-sourced (surveys sent by Ciscos 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 Ciscos 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).</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>25</p> <p>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* &amp; submit this request(complete case work flow, choose PAL in the application drop down menu, copy &amp; edit the following in the description field):</p> <p>Due to anti-spam filtering software, my customer cant receive the Cisco survey. Can you please arrange for a survey invitation to be sent directly to my customer: . Please send the survey on behalf of &amp; we are based in 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 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26</p> <p>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.</p> <p> 2010 Cisco and/or its affiliates. All rights reserved.</p> <p>Cisco Confidential</p> <p>27</p> <p>The customer contact answered NO to this question &amp; 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/...</p>