Simulating the actual customer environment ensures that networks function as planned. Input from customers can come in many ways. During a meeting of Cisco managers, for example, a representative from Citicorp addressed attendees regarding the need to continuously improve the quality of networking software. Customers calling the TAC for advice were unhappy when they had to wait for an available engineer to call back. Cisco responded, and today, customers with urgent requests can be connected to engineers immediately.
Lead time is another issue with customers and partners.
Customer feedback has been the driving force behind these improvements. Focusing on specific types of businesses enables Cisco to better understand the needs of its customers. One of the most prominent listening tools is the annual Cisco Customer Satisfaction Survey. Customers from around the world are asked to rate Cisco in a number of areas including product capabilities, quality, ease of use, and installation, as well as sales, service and support, and order fulfillment. Each year, Cisco sets corporate goals based on the collective input from customers gathered from listening tools such as the Customer Satisfaction Survey, Networkers forums, TAG meetings, and others.