WESTLAKE VILLAGE, Calif.: 3 September 2013 — For a fourth consecutive year, 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. This is the seventh time Cisco has achieved certification.
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.
"Earning this certification for four consecutive years demonstrates sustained levels of high performance year over year in an environment that is continually evolving. Cisco is to be congratulated on this significant achievement," said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at J.D. Power. "Cisco has made the satisfaction of their customers a priority, which comes through loud and clear in our research."
"Cisco Systems has once again demonstrated their industry leadership with this fourth consecutive certification recognition of outstanding results in all aspects of the J.D. Power and TSIA audits of their Global Technical Support Operations," said Tom Pridham, senior vice president and general manager of major accounts and the Operational Best Practices Program at TSIA. "Their commitment to customer satisfaction, continual quality improvement, partner success and innovation, sets a high bar for the Global marketplace."
To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide 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.
"Innovation, improvement, customer and partner success are core values at Cisco," said Joe Pinto, senior vice president, Cisco Services. "We continually gather customer feedback to find new ways to use innovative technologies and exceptional service to exceed our customers' expectations and solve their toughest business issues. This prestigious recognition reflects the critical value of intelligent networks to our customers and partners and the role exceptional technical services and support plays in their success."
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 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.
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Suzanne Hite; TSIA, San Diego, Calif.; 410-774-5322; [email protected]
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