Tracking and Analyzing Customer and Partner Satisfaction

The Customer and Partner Experience (CPE) group at Microsoft collects customer feedback, conducts global surveys, analyzes incoming data, generates reports, and makes suggestions for change. Part of Microsoft’s Customer and Partner Advocacy (CPA) organization, the group’s most important function is to direct the company’s attention to important problems that customers face, and its measurements of customer and partner satisfaction affect compensation for executives and product and sales teams. Customers and partners who take Microsoft’s satisfaction surveys seriously can influence the company’s strategies and priorities. However, the unit has no direct influence over product features or interface design.

Multiple Feedback Sources

Customer and partner feedback comes to Microsoft in many forms, including the following:

• Crash reports, such as data that users can send to Microsoft when Windows detects that a program has failed
• Support incidents from product and customer support organizations,