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Customer Satisfaction FY12APAC, China and Japan

2010 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential

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CSAT General CSAT Targets CSAT Policies Measurement Periods Customer Response Allowance PAL/Survey guide FAQs Best Practices Resources and Support

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Certification 4.20

VIP 18 4.40

CSAT Excellence 4.45

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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 partners 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. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

Certification Gold Silver Premier

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 & Secondarysourced responses.

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.

CSAT Excellence

CSAT Excellence

CSSP

28 Jan 2012Q2 Measurement

**31 July 2012Q4 Measurement

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

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This is Ciscos Q2FY12 CSAT measurement. The CSAT measurement that takes place in Jan 28th 2012,

measures partners 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

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This is Ciscos Q4FY12 CSAT measurement. The CSAT measurement that takes place in July 2012, measures

partners 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.

1 Aug 2011

**31 July 2012

*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

Gold/Silver certification example25 valid responses between Aug 2011 & Jan 2012

5 valid responses between Jan & July 2011

30 Jan 2011

1 Aug 2011

This partner achieves their CSAT requirement on 28 Jan 2012

Maintain target score of 4.20 or higher

28 Jan 2012

16 July 2012

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

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Gold/Silver certification example25 valid responses between Aug 2011 & Jan 2012 This partner achieves their CSAT requirement in *13 July 2012 28 Jan 2012 5 valid responses between Jan 2012 & July 2012 13 July 2012

5 valid responses between Jan & July 2011

30 Jan 2011

1 Aug 2011

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

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Premier certification example9 valid responses between Aug 2011 & Jan 2012

1 valid response between Jan & July 2011

30 Jan 2011

1 Aug 2011

This partner achieves their CSAT requirement on 28 Jan 2012

Maintain target score of 4.20 or higher

28 Jan 2012

13 July 2012

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

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Premier certification example9 valid responses between Aug 2011 & Jan 2012 This partner achieves their CSAT requirement in *13 July 2012 28 Jan 2012 1 valid response between Jan 2012 & July 2012 13 July 2012

1 valid response between Jan & July 2011

30 Jan 2011

1 Aug 2011

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

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Cisco Confidential

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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

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Step 1. Click on Send Surveys link.

Step 2. Click on Click Here link. 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14

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).

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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

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.

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.

These surveys will be sent on the date listed. You can also edit the survey information for these contacts, if necessary.Cisco Confidential 17

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View Results for CSAT Year click 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 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

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)

Partners CSAT results broken down to the 3 sources: Partner Cisco Secondary

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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