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.)
Now, Bennani’s Perspectives:
The video covers:
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?
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.