Technology continues to change, but one thing remains the same; Cisco proudly earns the J.D. Power Certified Technology Service and Support (CTSS) certification. This is the 10th consecutive time Cisco has earned this certification – a milestone accomplishment no other company (in any industry) has ever achieved.
To achieve this high-level certification, Cisco Services underwent a rigorous evaluation process and attained customer satisfaction scores among the top 20 percent of companies globally that offer technology support. We also passed a detailed 6-week audit of our support policies and procedures, involving multiple global and partner locations. Our audit scores were also in the top 20th percentile and well above certification requirements.
Our 10th consecutive J.D. Power certification clearly demonstrates our passion and commitment to delivering an exceptional support experience, and helping our customers succeed in today’s increasingly demanding and challenging world.
In addition to our historic 10th J.D. Power certification, the Technology Services Industry Association (TSIA) honored Cisco last week at its annual Technology Services World conference in Las Vegas for service innovation and industry-leading best practices. We were awarded 4 STAR Awards in the following categories, bringing our total STAR Awards count to 30:
- Best Practices in the Delivery of Support Services for Digital Support
- Best Practices in the Delivery of Field Service for Asset Management
- Innovation in Leveraging Social Support for Service Excellence for Social Support
- Innovation in Strengthening Customer Relationships via Customer Success Teams for Global Customer Success Expand and Adopt
Given the Cisco culture of delivering customer success, we continuously learn to improve our people, process, and technology to stay ahead of rising customer expectations. Listening to our customers and using smart tools and automation to improve our customers’ support experience are key elements of our services innovation and strategy. We are so pleased to be recognized by TSIA, the leading association for today’s technology and services organizations, and our peers. We are especially proud of our 9500+ services innovators who have contributed to Cisco’s leadership in delivering an outstanding customer service experience. This would not be possible without them. Congratulations!