How AusNet’s Customer Service Incentive Scheme is creating better customer experiences | Rachael Quigley Manager, Customer Service Design & Research, & Dr Stephanie Judd, Customer Research & Engagement Manager

”The next big change that Ausnet is working towards is the Customer service incentive scheme (CSIS) with AER to quantify the impact of experiences. It would simply mean getting penalised or rewarded based on the CSAT scores across interactions. It is fundamentally changing the way we can communicate the benefits of investments we make on the CX initiatives