Jointly developed by the SSPA and J.D. Power and Associates, this unique certification program combines validation of customer satisfaction and a rigorous audit of a company’s internal policies and procedures. Certification by J.D. Power and Associates, the ultimate authority on quality and satisfaction, demonstrates a company’s elite status in the industry and gives their customers tangible evidence of excellent customer service experienced by other customers as they evaluate which technology products to purchase.
“Global certification for a company with a sophisticated and diverse product line like Cisco’s is a major accomplishment for their support operation,” said Bill Rose, founder and executive director of SSPA. “Every person on their support team can be proud of this achievement.”
Built by a blue ribbon industry committee of over 50 leading technology companies, the certification requires companies to rank in the top 20 percent of the industry, based on J.D. Power and Associates’ extensive technology industry benchmark customer satisfaction research. Certified companies must also pass an expert audit of its support policies and procedures. Certification must be renewed each year.
J.D. Power and Associates conducted a comprehensive evaluation of Cisco Systems’ support operations including phone, web and depot repair service. Onsite audits were conducted in Raleigh, NC, Houston, TX and San Jose, Costa Rica and included some of Cisco’s outsource partners. Satisfaction data was then collected from customers who recently used Cisco Systems technical support services.
“Cisco Systems has certainly shown a deep commitment to outstanding service across all support channels. The consistency of operational excellence across their service organizations is remarkable,” said Vafa Akhavan, executive director at J.D. Power and Associates.
“Cisco is dedicated to ensuring customers’ success with our technology through exceptional service delivery,” said Joe Pinto, senior vice president, Cisco Technical Support Services. “We are proud of this industry recognition of our service quality and our commitment to our customers.”
Queries about the J.D. Power and Associates Certified Technology Service & Support program can be made by calling 1-858-674-5491 or visiting www.thesspa.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers and businesses annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
