CORPORATE RESPONSIBILITY

 
Customer Support and Satisfaction

Customer satisfaction is of central importance to NVIDIA.

We strive to deliver this through operational excellence and continual improvement in how we provide support in our dealings with customers, organizations and other parties.

We measure customer satisfaction in several ways and use these metrics to help ensure experiences that surprise and delight our customers.

Support to Partners

Our customer support organization is on the front line of communications with our national and international partners, working with their engineering teams as they test NVIDIA products in their systems and devices. For partners that embed our chips and printed circuit boards in their products, quality is monitored through ISO 9000 certification. We engage with key partners through quarterly business reviews, which include relevant sustainability discussions.

Support to Developers

We robustly support developers who want to create innovative applications with our products (see Developer Support)

Support to End-Users

Our channel partners sell many products based on NVIDIA technology through their websites, retail stores and other outlets. Although these partners support their customers, end-users – particularly those using high-end gaming systems – often find their way to our website. To support these users, for example, we ensure that new games are immediately supported with the latest drivers so that our fans can have a great experience from day one.

Additionally, our comprehensive customer support site, which is easily accessible from NVIDIA’s website, directs customers to the topics they care about. Functions include live Online Chat, which is staffed 24x7x365; an NVIDIA-hosted forum for our GeForce products, including the new SHIELD gaming platform; and communities that allow customers to dive deeper based on their interests. In 2014, we added support for six languages to our customer support site.

We actively educate our customers and facilitate connections among users using a variety of tools, including social media. Our team closely monitors social media sites hosted by NVIDIA and others, especially around critical launch times.

Our support organization has taken steps to dramatically reduce the time it takes for our software team to incorporate customer feedback, enabling technicians to respond quickly and increase customer satisfaction. We also use data gathered from our customer forums to give our research and development organizations a steady stream of feedback about what is working and what improvements our customers want.

Security and Privacy

Given the extensive reach of NVIDIA support to customers all over the world, we quickly evaluate and address security concerns. When incidents are reported, we immediately go to work to analyze, validate and provide corrective actions. Our Product Security team works with engineering to provide any necessary software updates, and we communicate to consumers a list of known issues on a dedicated web page.

NVIDIA’s privacy policy can be found here.

Customer Satisfaction

We track and analyze a variety of metrics to constantly improve our products, including:

  • Customer satisfaction rate: The number of satisfied customers tracked year to year.
  • Percentage of support incidents filed: The numerical value and percentage of reports filed compared to the total number of products sold.
  • Closed incident survey response rate: Feedback from surveys presented to customers at the close of their incident ticket.
  • Referral rate: The number of customers willing to recommend NVIDIA’s products to friends and colleagues.

We use data from customer surveys to improve our products and processes. As a result, our customer satisfaction scores show consistent year-to-year improvement. Examples of product and support improvements based on customer feedback include quicker driver updates, better online access to product information, and extended support options, including 24x7 live chat.