At CSBA we are passionate about understanding, measuring and improving customer service.
We have developed a unique methodology for monitoring the customer service across all customer touchpoints. We regularly test and report on the customer service of more than 250 Australian organisations.
We are focused on helping companies provide a consistent customer service experience across all channels. This focus significantly helps organisations keep customers and improve profits.
Because real customers make calls across many industries, it is important to remember that you are being compared every day to other businesses.
Do you know how your customers rate the service they get from you? How customers compare you to other providers? With our free sample report you can find out in a short time how well you are really going!
South West Institute of TAFE wins the CSBA 2012 Award for Excellence in Telephone Customer Service
Customer Service Benchmarking Australia (CSBA) presented the much coveted award for Excellence in Telephone Customer Service to the South West Institute of TAFE at the 2012 ATEM SSCC conference held in Brisbane.
The theme of this year’s Conference was ”Coping with Demand: Quality Service in the New Age”. The conference focused on the demands of change and how to cope with and implement quality systems and processes in times of change.CSBA assessed over 25 institutions with 54 different lines contacted using the unique and proven CSBA customer service model.
Each institution was contacted at least 10 times from January through to March and simple questions were asked to determine how effectively the institution met its callers’ needs. Calls were rated using over 30 different criteria that reflect the service quality of each call. The results were then collated and the winner revealed.
Paul van Veenendaal, Managing Director of CSBA with proud winners Michelle Burgess
and Kevin Bennett from South West Institute of TAFE
2012 FEAL Customer Service Benchmarking Survey and
Workshop
‘The Funds that work with us each year understand that it’s more than just doing research, it’s about setting objectives
and then improving. Most of our funds, more than 80%, improved their member satisfaction last year. That's an
amazing achievement and one that comes from measuring performance, setting ambitious goals to be even better
and then achieving them. And that success will make these funds more successful in the competitive years ahead’
Mark Ritson, Associate Professor, Melbourne Business School
Registrations are now open for the 2012 FEAL Customer Service and Benchmarking Survey and Workshop.
Paul van Veenedaal discusses drivers of customer satisfation and first call response scores with Ac3TV
If you are serious about understanding how well your organisation serves its customers then speak to CSBA. We can help you achieve tangible, sustainable improvement fast.
Understand
We help you understand what your customers expect and what's important to them
Comprehensive Competitor Intelligence
Qualitative Research
Customer Satisfaction Surveys
Focus Groups
Measure
We measure your company’s customer service performance, customer satisfaction, staff performance and industry standing
Monthly and Quarterly Telephone Benchmarking
Customer Satisfaction Surveys
Complaint Satisfaction Surveys
Third Party Call Monitoring and Assessment
Email and Web Service Benchmarking
Face-to-Face Mystery Shopping
Assessment of Outsourced Call Centres
Customer Journey Mapping
Improve
We show you how to improve and provide great service.
We deliver tailored solutions, including both tactical and strategic ways to improve your customer service.
Customer Service Workshops
Contact Centre Reviews
Sales Development Programs
Email Effectiveness Workshops
Development of Effective Guidelines for Customer Service