Microsoft Customer Satisfaction Index

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.