Q. What should I tell my customers about participating in the CSAT Index?
A. Let your customers know that their participation in this survey will help you provide the best possible customer service by helping to identify your company’s strengths and weaknesses. Explain to your customers that their permission is necessary before they can receive the survey invitation. And let them know that survey participation is:
Q. How will the surveys reach my customers?
A. You have the option to send the survey invitations yourself or through TNS.
Q. How do I provide the names of customers to be surveyed?
A. You upload your customer contact information on the CSAT Index website on the Invite Customers tab.
Q. Can I add my own questions to the CSAT Index survey?
A. Yes, you can write your own questions and add them to the survey.
Q. How are my results reported?
A. Your results are displayed graphically on the CSAT Index website and are also available for download. You can also opt to receive monthly reports, which will be sent to your Microsoft account email.
Q. What are the CSAT Index requirements, and what do I need to do?
A. Participation in the CSAT Index is required to attain or renew a gold competency. You must receive at least 10 survey responses in the 12 months prior to when you renew.
Up to eight survey responses can be from the same customer organization. You may survey more than eight individuals from the same customer organization, but only the first eight responses will be applied to the CSAT Index requirement.
Survey responses can be received in one or more survey periods. Survey responses are cumulative over 12 months.
Q. Why is the CSAT Index a requirement for attaining a gold competency?
A. The index provides a consistent way to recognize partners who are committed to customer satisfaction and high-quality service. By meeting the CSAT Index requirement, you can be recognized for your ongoing commitment to measuring and monitoring customer satisfaction. Addressing your customers’ business needs and exceeding their expectations require ongoing conversations with your customers. The CSAT Index can facilitate this dialogue and strengthen your customer relationships.
Q. How often must I participate in the CSAT Index?
A. You must participate in the CSAT Index every 12 months. The CSAT Index survey never closes, so you can survey your customers when it makes sense for your business. We recommend building this practice into your standard business procedures to deepen your relationships with your customers and so you can ensure that you have enough survey responses for the gold competency requirements.
Q. Is there a minimum score that I must attain, aside from receiving 10 survey responses?
A. There is no minimum score that you must meet; however, survey results help you gain customer insight about how best to achieve comparative benchmarks.
Q. If my renewal date is in January, by when must I participate in the CSAT Index?
A. You can participate in the CSAT Index any time before your renewal date. However, you should allow sufficient time for your customers to respond to the survey. After you have received 10 responses from at least two different organizations, your partner membership account will show that you have met the CSAT Index requirement. We recommend building this into your standard business practices throughout the year so you can ensure that you have enough responses to meet the requirement.
Q. When will my partner membership account reflect the number of survey responses I have received?
A. Within 24 to 48 hours after you receive 10 responses from at least two different organizations, your partner membership account will show that you have met the CSAT Index requirement.
Q. I am a partner with the Learning competency. Is the CSAT Index a requirement for me, and can I continue to use Metrics that Matter?
A. Partners with the Learning competency can fulfill the CSAT Index requirement by receiving 10 Metrics that Matter evaluations. Evaluations must be completed in the 12 months prior to your renewal date. These partners can also participate in the CSAT Index if they choose, but it is not required if they have received 10 Metrics that Matter evaluations.
Q. What can we do to ensure that we obtain enough CSAT Index survey responses?
A. One way you can help encourage participation is to send customized invitations to customers and explain the survey benefits and how you will use the results. Whether you send the invitations or have TNS send them, let your customers know that their participation is voluntary and is designed to help you improve customer service. Other ways you can obtain the required number of survey responses include:
- Calling your customers after the survey has been sent and asking them to complete the survey.
- Tracking the number of survey responses that you have received and sending surveys to additional customers as needed. Note: up to eight survey responses can be from the same customer organization. The average response rate is 25 percent, so you should plan to survey at least 40 people from customer organizations.
- Incorporating the CSAT Index into your regular communications with your customers and integrating it into your standard business practice. Add your unique survey URL to customer communications such as invoices or transactional emails.
- Providing an incentive for your customers to complete their surveys.
Q. I already run my own customer satisfaction surveys. Must I participate in the CSAT Index?
A. To maintain a consistent process, all partners with a gold competency must participate in the CSAT Index. Even if you have your own satisfaction survey, you can use CSAT Index surveys to augment your in-house programs.
Q. Our company is set up as multiple organizations with multiple memberships in the Microsoft Partner Network. Must each organization participate in the CSAT Index?
A. Yes, if you have chosen to have multiple memberships, each enrolled organization is required to complete the CSAT Index requirement separately, just as each enrolled organization must meet the requirements for attaining a gold competency.
Q. Our company is set up as a global organization with multiple locations. Must each location participate in the CSAT Index?
A. No, if one location participates and meets the requirement, the remaining locations are not required to participate.
Q. Where do I go for support for the CSAT Index?
A. If you need technical assistance, contact your Regional Service Center.
Q. Where should my customers go for support for the CSAT Index?
A. Customers should contact you with any questions they have regarding the CSAT Index survey.