Update: Microsoft’s CSAT Index for Gold Partners
Microsoft is striving to ensure Gold Partners see value in the new Customer Satisfaction (CSAT) Index requirements. But what exactly is the CSAT Index– and is it really a fit for all Gold Partners? The following FastChat video, featuring Julie Bennani, general manager of the Microsoft Partner Network, provides some perspectives.
First, a little background. Microsoft’s CSAT Index allows solutions providers to “survey and measure customer satisfaction and loyalty.” To remain a Microsoft Gold Partner, solutions providers have to ensure 10 customers fill out the survey annually. The CSAT approach is increasingly common across the channel. (Just as Cisco Systems’ channel partners.)
FastChat Video
Now, Bennani’s Perspectives:
The video covers:
0:00: Introduction
0:15: Overview – Microsoft Customer Satisfaction (CSAT) Index
1:00: A requirement for Gold Partners
1:18: The process and implications for Gold Partners
2:00: Customer response rates
2:20: Do Gold Partners face risks from the survey data?
2:50: Worldwide benchmarks
3:45: Any partner push back?
4:56: Conclusion
Squeaky Wheels?
So far, so good. But a few Gold Partners publicly expressed concern about Microsoft’s CSAT Index requirements. Some of the chatter allegedly involved ISVs. More recently, two VARs expressed concern to ChannelWeb. But the chatter over at rival site Channel Insider seems positive.
The bottom line: In the age of perpetual tweets and FaceBook updates, there seems to be very little public push back about CSAT. Apparently, Microsoft gave Gold Partners plenty of runway to prepare for the CSAT Index requirements. And now, the program requirements seem to be taking off without much turbulence.
Still, Microsoft’s Bennani is staying front-and-center — answering CSAT questions whenever partners (and even anonymous bloggers) come calling.
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.
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
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).