CSBA conducts comprehensive customer service bench-marking programs across a range of utility retailers and distributors. This bench marking is recognised as the most accurate measurement for capturing what matters to customers when contacting an organisation. We supply data to industry bodies, regulators and user associations.
We know utilities, how they work, what customers are looking for and what utilities need to do to improve customer and employee experience.
OUR SENSECX PROGRAM
CSBA recognises the value that collecting direct customer feedback can create when assessing and striving to improve customer experience. But we also recognise its limitations; some customers struggle to articulate areas for improvement, (perennial high scorers), response rates for some interaction types are low, and finally – customer feedback is a lag indicator.
A Quality assurance program that assesses performance against a robust set of Customer Service standards is a lead indicator – it helps to identify service failures/room for improvement before the customer tells you.
For an overview visit here SenseCX_Overview Utilities 2019
What we Assess
Our research indicates Service Standards should seek to address three broad customer needs: Each customer interaction should be a balanced, consultative blend of:
- Help me to solve my problem (Success)
- Make it easy for me (Ease)
- Make it humane (Sentiment)
SenseCX is a selection of 30 service standards each of which contributes to one of the three indices above. Each criterion is weighted according to its relative importance/impact on the customer –gathered through 18 months of research and testing. Together the three indices Success, Ease and Sentiment combine to provide an overall SenseCX score out of 100 points.
CSBA also collects data regarding two other aspects of the experience; Connect time and Abandonment Rate. These are not scored but are provided as a way of additional bench-marking comparison.
Energy Networks CSAT Benchmarking Program
CSBA is also a significant partner to the Energy DNSP (Distributor Networks). We’ve co-designed a CSAT benchmarking program to support their quest to become more customer centric. The network partners all collaborate and share better practises so they all get #bettertogether in line with the Energy Charter Principles in action.
Read about the Energy CSAT benchmarking program here Energy Networks CSAT Program overview
CSBA Current Customer Service Benchmarking Top 10
CSBA Congratulates the top performers for the recent round of SenseCX benchmarking results (conducted between October 2018 – September 2019).
From July 2017 CSBA has launched a new Benchmarking program SenseCX. Click here for more information.