Customer Service Manager / Major Telco
"Paul's organisation has been innovative, flexible and responsive to our needs. Through use of his dynamic customer service benchmarking models we have been able to fine tune our service response and provide even better customer service to our clients. I would recommend CSBA to anyone wanting to improve customer service in their organisation by comparing their performance with industry competitors"
Manager Call Centre / Financial Institution
"The Quality Assurance Program run by CSBA has proven to be a very powerful tool in driving an improvement in the quality of service experienced by our customers. What I have found extremely beneficial is the flexible approach from Paul and his team at CSBA to ensure that the program is tailored to our needs. This has ensured that our monthly reports are delivered in a timely manner and carry information that identifies improvement opportunities and/or celebrates our successes.
CSBA enables us to benchmark our services with other Councils and other industry leaders. This has provided us with the unique ability to be able to clearly demonstrate to our elected body and our Community that Adelaide City Council provides outstanding customer experiences.
The information we receive through the Quality Assurance Program run by CSBA has directly contributed to our success in being recognised as a industry leader in service quality, culminating in our recent success in being awarded the SA Local Government Association Service Quality Network Customer Centre Team of the Year."
Customer Service Manager / Bank
"What is critical to the bank is making sure that our vision is translated into action and performance. The work carried out by CSBA allows us to really test, on a continuous and independent basis, how the vision is translated both across the channel and across centres. We then use the CSBA information to train and coach our contact centre teams. This work has had significant impact on our ability to improve our performance."
Chief Customer Service Officer / Local City Council
"The CSBA experience, must be described as just that, an experience. From the initial meeting where objective and goal parameters were established, to the final presentation of the report, the experience was profoundly different to traditional customer experience surveys.
The reportable outcomes provided our business with definitive insights, that provided us with the propensity to demonstrably increase our customer satisfaction and revenue performance. Our business embraced the learnings provided by the experience and as a result, our customer service proposition is performing at unprecedented levels."
Customer Experience Manager / Energy Company
"CSBA enables our contact centre teams to really focus on quality customer service in a highly competitive environment."
Chief Customer Service Officer / Water Utility
"The CSBA mystery shopping product is a key element of the CWWs Call Centre continuous improvement strategy. It provides us with a valuable reporting and decision-making and is a key driver of the significant and sustained improvement in the call centres performance in the past two years.
CSBA results are eagerly anticipated by the Call Centre Team achievements are recognised and celebrated and improvement opportunities are enthusiastically embraced and monitored.
The CSBA mystery shopping product makes a valuable contribution to CWWs Call Centre and has directly influenced the quality of CWWs customer service."
Strategy and Benchmarking Manager Customer Solutions /BT Financial
“We have worked with CSBA for several years and they have always been flexible in adapting to our changing needs. As a customer centric contact centre we rely on CSBA to provide the 'voice of the customer', which we use to measure performance levels for our frontline staff and help us prioritise projects and suggest ideas for continuous improvement.
CSBA provide qualitative and quantitative data on key drivers of satisfaction and how customers perceive our service. This has helped us win a number of State and National customer service awards and continues to help us be an industry service leader.”
Coordinator for Customer Services/ Local City Council
"At the City of Greater Geelong we are passionate about the work we do and it's been our goal to improves our customers' experience for the community. Over the last few years we have worked closely with CSBA and they have been pivotal in providing us with a total customer service improvement program including benchmarking, training and guidelines and process development. The program has been critical to understanding, measuring and improving our results."
Customer Service Manager / Entertainment Industry
"We have been using CSBA for three years to provide information on our customer service delivery performance. We have found the service to be extremely valuable in pointing out improvement opportunities, and assisting us to reach benchmark standard in our customer interaction."