Comments on: Update: Microsoft’s CSAT Index for Gold Partners http://www.thevarguy.com/2010/01/12/update-microsofts-csat-index-for-gold-partners/ Channel News, Reseller News and Channel Partner Programs Fri, 10 Feb 2012 12:00:23 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Laura White http://www.thevarguy.com/2010/01/12/update-microsofts-csat-index-for-gold-partners/comment-page-1/#comment-106885 Laura White Wed, 20 Jan 2010 06:23:06 +0000 http://www.thevarguy.com/?p=7250#comment-106885 Hi! I work as an independent partner program administrator for any GOLD partner who doesn't have someone internally to administer their profile, get them renewed, etc. The main complaint I dealt with this year during renewal was that the new CSAT requirement was announced during fourth quarter--not perhaps the best time as it asks plenty of the customer to take time out during the final stretch of the year AND they are likely already being asked to verify customer references for renewal purposes (I wager most partners jam up on references days before renewal deadlines). One of my partners received 100% NSAT, 11 responses in less than 24 hours. Those same customers are now being asked to verify customer references and it's confusing to them... "What? Another survey?", "No, it's a reference", "I just gave a reference", "This one's different, it's a work verification". See? Perhaps new requirements could be announced at least six months in advance and not to take place in Oct, Nov., Dec., Jan (Q4 and renewal for partners and customers). Hi! I work as an independent partner program administrator for any GOLD partner who doesn’t have someone internally to administer their profile, get them renewed, etc.
The main complaint I dealt with this year during renewal was that the new CSAT requirement was announced during fourth quarter–not perhaps the best time as it asks plenty of the customer to take time out during the final stretch of the year AND they are likely already being asked to verify customer references for renewal purposes (I wager most partners jam up on references days before renewal deadlines).

One of my partners received 100% NSAT, 11 responses in less than 24 hours. Those same customers are now being asked to verify customer references and it’s confusing to them… “What? Another survey?”, “No, it’s a reference”, “I just gave a reference”, “This one’s different, it’s a work verification”. See? Perhaps new requirements could be announced at least six months in advance and not to take place in Oct, Nov., Dec., Jan (Q4 and renewal for partners and customers).

]]> By: The VAR Guy http://www.thevarguy.com/2010/01/12/update-microsofts-csat-index-for-gold-partners/comment-page-1/#comment-106774 The VAR Guy Tue, 12 Jan 2010 13:57:07 +0000 http://www.thevarguy.com/?p=7250#comment-106774 Ken: The VAR Guy appreciates your timely feedback. Microsoft's Bennani conceded (ever so slightly...) in the video that some partners had expressed the very concern you just raised. Have you tried Microsoft's third-party tool and approach? How does it compare overall to your own? Thanks again for raising your hand and sharing your voice. The VAR Guy strives to listen. -TVG Ken: The VAR Guy appreciates your timely feedback. Microsoft’s Bennani conceded (ever so slightly…) in the video that some partners had expressed the very concern you just raised. Have you tried Microsoft’s third-party tool and approach? How does it compare overall to your own?

Thanks again for raising your hand and sharing your voice. The VAR Guy strives to listen.
-TVG

]]> By: Ken Young http://www.thevarguy.com/2010/01/12/update-microsofts-csat-index-for-gold-partners/comment-page-1/#comment-106773 Ken Young Tue, 12 Jan 2010 13:41:08 +0000 http://www.thevarguy.com/?p=7250#comment-106773 Var Guy - Many of us who are strongly concerned about customer SAT had our own survey mechanisms in place. We have been surveying our project participants – both customer and internal staff for a few years. We have a fully automated system to do so. However, Microsoft requires you use their system. Hence, we cannot double survey our customers – and we are being driven to abandon our own process which was working well. Bummer. Var Guy – Many of us who are strongly concerned about customer SAT had our own survey mechanisms in place. We have been surveying our project participants – both customer and internal staff for a few years. We have a fully automated system to do so. However, Microsoft requires you use their system. Hence, we cannot double survey our customers – and we are being driven to abandon our own process which was working well. Bummer.

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