The latest NPS scores have been published for Q3, not really any positive figures apart from one or two regions.
Worryingly US Commercial, GES, Americas SP (probably AMER’s strongest areas for historical revenue?),
UK&I and Germany(probably EMEA’s strongest areas for historical revenue?) and ANZ and Japan(probably APAC’s strongest areas for historical revenue?) have all scored particularly poorly (minus numbers or just above zero).
Some comments from customers:
- - Cisco used to make me look good in my role, now make me look bad.
- For a brand to have fallen so quickly, and seemingly permanently is distressing,
- We plan to transition away from Cisco entirely.
- We have seen a shift away from what customers want vs what Cisco wants to sell.
- Customer service is nonexistent and takes ages for someone to respond even with multilayered service teams.
- - TAC used to be top quality support, these days I get better support Googling my issue.
- If Cisco wants to be seen as a trusted partner they need to consider the customer requirements not the Cisco requirements.
Probably most disheartening is that the AM response to these messages back to customers is just a little over 10% within 72 hours.
Sadly, I think Cisco has come too far to reverse this, they’ve been surfing along on their past successes for the past few years and it’s now finally caught up with them.