Many of you take part in our annual satisfaction surveys. You share opinions, discuss challenges, and make valuable recommendations. More than 65,000 customers and partners responded to our survey during the first half of FY13. For this installment of the "We're Listening" blog series, I asked Joe Pinto, Senior Vice President, Technical Services, to review these responses and what we're doing to improve your Cisco experience.
By Guest Contributor Joe Pinto
While overall feedback from our customers and partners in FY13 has been positive, we know there is a continuous need for improvement. One of the questions you often ask is, "What is Cisco doing to make Cisco easier to do business with?" Here's a sampling of areas you've asked us to address and progress we're making in those areas:
Technical Assistance Center (TAC):You expect to talk with the right expert quickly and don't want to repeat yourself.
One customer recently had this say about our new approach:
"A TAC Engineer brought in two other teams to handle different questions I had with this issue. This was great service and prevented me from opening two additional TAC cases...it was a great experience on my side."
Cisco.com: You expect a user-friendly interface, effective search tool, and fast software downloads.
Order Management: You expect to configure, quote, and order Cisco products easily.
Software Licensing: You expect simple, easy-to-use licensing, so we are working to simplify our software lifecycle from end-to-end, including license pooling, simpler product registration and entitlement transfers, and a single software asset manager to track all Cisco software usage within your network.
I'm excited about the progress we're making and what's yet to come as we continue to make your optimal Cisco experience our top priority. The annual surveys and your interactions with us on this blog are just two of the ways we capture your feedback and take action on it. Cisco business leaders and customer experience experts participate in a multitude of events all year long where we have the opportunity to connect with customers and partners, and hear first-hand about what's working and where we can do better: Customer and Partner advisory boards, focus groups, Cisco Live, Partner Summit, transactional surveys, just to name a few. Please continue to follow the We're Listening blog for additional information on how your feedback is making a difference in the way we work and how we're striving to improve your Cisco experience.
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