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Dave Sherry, president of Unity Telecom, a Mesa, Ariz.-based solution provider, was among VARs who said the ability to manipulate customer satisfaction data one way or another makes it virtually impossible to use customer sat surveys fairly.
"It's like, I'll give you this price if you give me a 99 on my customer sat," said Sherry. "It's all such a game. It needs to be handled properly and independently."
If there are customer satisfaction issues, Junkermier said, they will eventually come to light anyway through customer escalation cases. VARs that are bad to customers don't stay hidden, in other words.
"I don't think it's the manufacturers' job to make an edict that you have that," Junkermier said of customer satisfaction requirements. "You're going to grow based on what you do with those customers."
"It's all about the relationship to begin with," added Richard DaCosta, president of Combat Networks, an Ottawa-based solution provider. "If you don't have that you're not going to have customer satisfaction. Simple as that."