Upcoming Events

 

May 1 - 3, 2013

ATEM SSCC Mystery Shopping and Customer Satisfaction Programs

 

Customer Service Benchmarking Australia (CSBA) mystery shopping and customer satisfaction programs will run again in 2013 in conjunction with the ATEM Student Service Centre Conference.

 

CSBA has been a proud sponsor of ATEM since its inception in 2006 and have been assessing the customer service of over 250 of Australia’s most well known and respected organisations to understand, measure and improve their business for over 15 years.

 

The program benchmarks your institutions student service against Australia’s top tertiary institutions, enabling you to track your progress and ensure you are delivering quality service to students.


Included in your registration is a detailed report about your institution, a comparison to the tertiary sector and sector benchmark, entry into the highly coveted Excellence in Telephone Customer Service Award and registration to a Masterclass with CSBA to discuss the reports and findings in greater detail.


The CSBA ATEM Masterclass to discuss the benchmarking results will be held on May 1, 2013 at the University of Canberra.


Please contact Megan Sulzberger megan.sulzberger@csba.com.au for more information.
 

View the ATEM letter of Endorsement HERE.

If you only do one program for 2013 make it the CSBA benchmarking program as part of the ATEM SSCC.

 


 

 

 

 

 

 

 


July - September 2013

Quarterly Benchmarking - Quarter 1 2013/2014

 

Happy customers? How do you know? We can help you achieve this.

 

The CSBA telephone mystery shopping benchmark program is the leading Customer Service Benchmarking program in Australia.  Conducted among 250 companies and across 15 industries on a quarterly basis, it is Australia's most quoted and reliable Customer Service Benchmark measure.

 

Click HERE for more information

 


 

October, 10 2013

Annual FEAL Superannuation NPS Survey

 

The FEAL NPS Survey is entering its fifth year and just keeps getting better.. This is the only benchmarking survey of its type in the superannuation sector and the more funds that participate, the stronger the results are for everyone.


More than 60 fund executives attended the workshop last year and we achieved a Net Promoter Score of +54 for the program, an excellent result. We also received some very kind feedback about the workshop, including:


"It was interesting to hear about our peers' challenges. It also helped me to cement that what we're doing is on the right track."


"I liked it that it was a collaborative effort from all funds actually working together rather than against each other and actually meeting other people from the industry."


"I left with many ideas and food for thought."


The FEAL NPS Member Survey will enjoy some important enhancements this year in response to feedback from last year's participants.

  • Bigger Sample. The sample size for the member survey will double to 200 per fund for only a very modest increase in cost.
  • Streamlined Reports. Reports will be streamlined to present the information in a simpler, more digestible format.
  • More Academic Involvement. Melbourne Business School's Associate Professor of Marketing, Don O'Sullivan, joins us to bring academic insight and analysis to our five years of data. Don's impressive background includes extensive investigation into the relationship between customer service and company performance.

The program has been enthusiastically endorsed by many participants, including FEAL directors.


"Over the past four years the FEAL NPS Survey has provided our Fund with valuable insight into the impact a significant merger combined with a change of administrator can have on the servicing of members. After a very high NPS in 2009, our score plummeted in 2010 when the merger occurred and has since been gradually climbing again.


In addition, with our Fund having 3,300 Account Based Pension Members with total account balances in excess of $900 million, we were able to evaluate the major benefit of introducing an in-house call-centre for our pensioners.


We look forward to participating in the Survey again this year. With this being our third year of the Employer NPS, we will be extremely interested to see the trend in this very important part of our business."

Joe Faruggia, Fund Secretary, Catholic Super


The Employer Survey will be conducted again this year - our fourth year. If you haven't participated in this before, you may want to consider it this year, especially in light of the MySuper changes.


Registration for 2013 is available NOW. Please complete the registration form by clicking HERE and return as soon as possible.

 


 

 

 

 

 

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