Junction Australia recently partnered with CSBA to embed a Service Excellence framework that translates values into consistent staff behaviours. Through structured design and capability building, the organisation is already seeing stronger team alignment, more confident staff, and more consistent service delivery, improving the quality of every customer interaction.
Housing providers significantly impact their customers’ quality of life and well-being. Recognising this, Hume Community Housing (Hume) partnered with CSBA to design and manage a revitalised Voice of Customer (VoC) feedback program to drive customer satisfaction and enhance organisational efficiency.
Through collaboration with CSBA, Spirit Super transformed its contact centre service quality post-merger, achieving significant improvements across all channels, enhancing member interactions, and consistently ranking as a leader in the superannuation sector.
NGS Super is the leading Industry SuperFund for those in the education and community sectors, and open to all Australians. The fund partners with 13,000 employers in the non-government education and community sectors, managing over $13.4 billion in super savings.
NGS Super is focused on member outcomes, delivering a high level of customer service and award-winning products with low fees.
Georges River Council achieved a 12 point improvement in their quality assurance score within 12 months. Margaret Le (Customer Experience and Events Manager) provided a roadmap for creating better customer experiences across the council.
See how CSBA’s work with Nillumbik Shire Council allowed the council to truly understand their customer experiences, develop a strategy to improve it and most importantly continue to measure and monitor their progress.
The City of Parramatta improved its CX by 12% in just 12 months. Customer Contact Centre Service Manager, Tim Franey explains how SenseCX was instrumental in allowing them to create better customer experiences.
Holmesglen’s award-winning Connect Team are enjoying the rewards of becoming a more competitive, customer-centred organisation. Titus Peter (Manager – Connect Contact Centre) shares the journey that led them to become a number-one ranked institute
Over the last year Western Sydney University has improved CX by more than 25%. Contact Service Centre Manager, Sara Tavora explains how SenseCX has been instrumental in achieving this improvement.
See how Hunter Water used customer journey mapping to inform the development of the organisations Customer Strategy and approach.
ActewAGL was able to achieve an incredible 28% improvement in CX using SenseCX. In this case study Customer Service Manager, Jane Corkhill tells us how they’ve used SenseCX to drive a culture of continual improvement.
The team at Barwon Water are kicking goals when it comes to customer experience. Manager of Customer Experience, Jane Tyzack explains how focusing on employee engagement has delivered tremendous results – for staff and customers.
Discover how CSBA’s Local Government CX Benchmarking and Voice of the Customer programs are providing Nillumbik Shire Council with the data and insights they need to improve their customer’s experiences.
“The data and insights collected over the years has been used to inform the development of our bigger picture strategic direction. It allows for evidence based decision making – We knew this. We did this. And this changed.”
Share your details and we’ll make sure you’re among the first to hear about CSBA’s news, ideas and events.
