COSTA MESA, Calif.: 19 July 2016 – Cisco has reached an elite milestone, having achieved certification under the J.D. Power Certified Technology Service and Support ProgramSM for an unprecedented 10th consecutive year. 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), this 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.
“Earning this certification for the 10th time in a row is an accomplishment that showcases Cisco’s commitment to staying ahead of the curve when it comes to identifying and delivering on the changing needs of their customers,” said Ritesh Kochhar, director, certification and performance improvement at J.D. Power. “Cisco’s service strategy revolves around driving customer success, and that comes through loud and clear in the high ratings their customers give them year over year in the research phase of this certification program.”
“We’re proud to honor Cisco in their 10 years of certification,” said Thomas Pridham, SVP, major membership development and organizational development services, for TSIA. “The Certified Technology Service and Support Program gives companies the opportunity to see how they measure up to the industry's highest standards of support and customer satisfaction. The fact that Cisco has achieved this high level of certification for services and support 10 times in a row further demonstrates their commitment to greatness and, most importantly, to serving their customers.”
To achieve certification, an organization must attain customer satisfaction scores among the top 20% of companies globally that offer technology support, 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 (including phone and online support), website-based self-service 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 and also conducted on-site audits at Cisco® facilities.
“Listening to our customers using smart tools and automation to improve their support experience are key elements of our services strategy,” said Joe Pinto, senior vice president, technical services, for Cisco. “Given our culture of delivering customer success, we are continuously using what we learn to improve our people, process and technology to stay ahead of rising customer expectations. This recognition, our 10th consecutive certification, clearly demonstrates our passion and commitment to delivering an exceptional support experience and to helping our customers succeed in today’s increasingly demanding and challenging world.”
J.D. Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.
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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 mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and 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 https://www.tsia.com/, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and
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