WESTLAKE VILLAGE, Calif.: 21 July 2014 –For a fifth consecutive year and eighth year overall, Cisco has achieved certification under the J.D. Power Certified Technology Service and Support Program.SM This distinction recognizes Cisco for delivering "An Outstanding Customer Service Experience" to customers globally.
Jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase.
“In achieving certification for five consecutive years, Cisco demonstrates its commitment to delivering the highest level of service and support to its customers,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at J.D. Power. “Cisco’s strengths lie in staying ahead of the curve when it comes to understanding the evolving needs of customers and continually reinventing the way it delivers support.”
"Cisco knows customers expect best-in-class support and understands what is required in order to meet those expectations. By achieving the TSIA and J.D. Power Certified Technology Services and Support certification, Cisco has repeatedly demonstrated its commitment to the global delivery of world-class technical support,” says Tom Pridham, senior vice president, Major Member Development and GM Operational Best Practice Programs. “Dedication to customer and partner success is core to Cisco’s corporate culture."
To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies globally that offer technology support. This is based on J.D. Power’s extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.
J.D. Power evaluated Cisco on its assisted service over the phone, email-based support, non-assisted website-based support and depot support. For the certification, J.D. Power conducted a survey of Cisco's global customer base to establish an overall customer satisfaction index score, as well as on-site audits at Cisco facilities.
“We have the strategic initiatives and tools in place to listen to our customers and partners. We use what we learn to improve processes and programs that enhance our customer service,” said Joe Pinto, senior vice president, Cisco Technical Services. “As standards and expectations continue to increase, this recognition demonstrates our commitment to delivering an exceptional support experience.”
J.D. Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook.
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
Suzanne LaBounty; TSIA, San Diego, Calif.; 1-858-674-5491; [email protected]
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