Cisco Recognized for Excellence in Certified Technology Service and Support Program

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WESTLAKE VILLAGE, Calif.: 9 June 2011 -- Cisco has achieved certification under the J.D. Power and Associates Certified Technology Service and Support Program.SM This distinction recognizes Cisco for delivering "An Outstanding Customer Service Experience" to customers globally. Cisco was previously certified in 2006, 2007, 2008 and 2010.

Jointly developed by J.D. Power and Associates 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.

"By continually passing rigorous standards of the certification process, Cisco has demonstrated its long-term and comprehensive commitment to excellent customer service and managing a successful business," said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at J.D. Power and Associates. "Cisco clearly understands the value of high-quality service and support and its impact on creating satisfied customers."

"Cisco's CTSS certification for a fifth time is an outcome of their commitment to customer success and to continuously improving their top-quality customer support," said Joanne Weigel, senior director at TSIA. "This commitment is even further demonstrated by Cisco's customers, who have confirmed the high quality of support that they can count on."

To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of network system companies globally offering technology support, based on J.D. Power and Associates' 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 and Associates evaluated Cisco on its assisted service over the phone and email, as well as its non-assisted web knowledge-based support and depot support. For the certification, J.D. Power and Associates conducted a survey of Cisco's global customer base to establish an overall customer satisfaction index score and conducted onsite audits at Cisco facilities.

"Cisco is dedicated to customer and partner success," said Joe Pinto, senior vice president, Cisco Technical Services. "We strive to exceed their expectations through innovative technology and an exceptional service experience. As the strategic role of the network expands, this prestigious industry recognition reflects our focus on service quality and our unwavering commitment to our customers and partners."

J.D. Power and Associates 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 and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, 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. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. With leading brands including Standard & Poor's, McGraw-Hill Education, Platts energy information services and J.D. Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at

About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. 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 and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together.

Media Relations Contacts:
John Tews; J.D. Power and Associates; Troy, Mich.; (248) 312-4119;
Suzanne Hite; TSIA, San Diego, Calif.; (410) 774-5322;
Erin Hitch; Cisco, San Jose, Calif.; (650) 527-8827;

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates.

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Media Contacts

Troy, Michigan
(248) 680-6218
Westlake Village, California
(805) 418-8103