Cisco Earns Prestigious J.D. Power and Associates Certification for Outstanding Technology Service and Support
First Global Networking Company to be Recognized.
SAN JOSE, Calif., March 13, 2006 - Cisco Systems® announced today that it is the first networking company to be globally certified under the new J.D. Power and Associates Certified Technology Service and Support Program(SM). This distinction recognizes Cisco® for delivering outstanding customer support worldwide for the Cisco product line.
A blue-ribbon panel of industry leaders from more than 50 leading technology companies selected Cisco as the first Global Networking Company recognized for offering outstanding customer support. The certification program was jointly developed by J.D. Power and Associates and the Service and Support Professionals Association (SSPA), to evaluate overall customer satisfaction and help technology support organizations increase their efficiency and effectiveness in customer service. The certification will also help customers identify companies that have proven customer service excellence before selecting what products to purchase.
“With Cisco’s sophisticated networking product line, earning this certification for global technical support is a huge accomplishment,” said Bill Rose, the founder and executive director of SSPA. “Prospective Cisco customers can now buy with the knowledge that the Cisco support team can help them achieve success with their products.”
J.D. Power and Associates conducted a comprehensive evaluation of Cisco’s support operations, including phone and email service, as well as its online web support and its replacement services through depot support facilities. To merit the certification, companies must rank in the top 20 percent of the industry, as determined by 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 and certification must be renewed each year.
“If you want to understand what drives Cisco, look at our approach to customers. The manner in which we serve our customers defines our company values and demonstrates our priorities,” said John Chambers, president and CEO, Cisco Systems. “Cisco is proud to be honored with this important certification that recognizes the foundation of our culture-the importance that we place on ensuring our customers are successful with Cisco technology.”
J.D. Powers and Associates comprehensive evaluations of Cisco’s support operations included on-site audits at three locations in North and Central America. Satisfaction data was collected from customers who recently used Cisco’s technical support services.
Cisco passed a detailed audit of its service and support business processes on a wide range of key service metrics and industry best-practices criteria, including those for business strategy, talent management, tools and technology, and outsourced service management, as well as all the components of its service delivery.
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