November 2012

This edition of the newsletter features:

  • The impact of customer satisfaction on CEO bonuses.
  • CSBA Complaints whitepaper update.
  • Congratulations to all the CSBA customers that have recently won awards in the ATA, ICSP and CSIA awards.
  • CSBA Consulting staff profile: Janine Mitchell

Paul van Veenendaal

The impact of customer satisfaction on CEO bonuses

Don O’Sullivan is the Associate Professor of Marketing at the Melbourne Business School. In a recent study he shows that in the US, customer satisfaction is a significant determinant of CEO bonuses. Findings demonstrate that the success of CEO’s in managing customer satisfaction has a direct, personal, and economic impact in the form of their annual bonus awards.

Complaints whitepaper update

In 2007 CSBA provided a well received whitepaper on the state of complaint management in Australia. I am pleased to say that we have now been able to update the whitepaper and some interesting facts are:

  1. Not taking customer complaints seriously and not having a strategy to address complaints has a considerable negative effect on business, as customers whose complaints are not addressed take their business elsewhere and generate negative word of mouth referral.

Congratulations to all our customers who have recently won awards!

Congratulations to all our customers that have recently won awards in the ATA and CSIA award ceremonies that have occurred in the last couple of months. Well Done.

CSBA Consulting staff profile: Janine Mitchell

Helping organisations engage their staff to provide excellent customer service 

Janine is an accomplished customer contact professional who has been responsible for developing the operations of some of Australia’s best known and loved brands.

Over the last 15 years Janine has been a senior manager, coach and trainer in various industries including, travel, telecommunications, retail, outsourcing and health insurance.

As a senior manager, Janine was responsible for a team of 120 staff who won a range of ATA awards.  She was a part of the team that won Hewitt’s Best Employer for three consecutive years.

A passionate people person, Janine believes developing staff is fundamental to the success of achieving customer service excellence.

“I just wanted to give you feedback that the service commitment workshops facilitated by Janine Mitchell were very well received by participants.
I’ve had positive unsolicited comment on how worthwhile it was and how much they enjoyed working with Janine. Thanks for recommending Janine and assisting us in the next steps in our customer service development.”

Teresa Tjia, Director, Student Administration and Deputy Academic RegistrarUniversity of Melbourne

Top 10 Customer Service Providers this Quarter

1 Liverpool City Council
2 Rural City of Murray Bridge
4 Australian Pensioners Insurance Agency
4 Rural City of Wangaratta
6 Gympie Regional Council
7 Save the Children Australia
7 Budget Direct
7 Grampians Wimmera Mallee Water
7 Southern Rural Water

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August 2012

This edition of the newsletter features:

  • Return on investment in customer service
  • The launch of CSBA consulting
  • How independant consumer watchdog

Choice is putting their customers first,

  • Release of our latest report on service in the airline industry, and congratulations to Housing NSW on nomination for a Prime Ministers's Award for a Customer Service Benchmarking Project.

Paul van Veenendaal

Show Me the Money!

Clients and non-clients almost invariably say they want to improve the customer service level of their particular business. It’s almost a given…but, and again almostinvariably, they also want to see a dollar return for their investment. So, I am often asked to explain the benefits in economic terms.

 Launch of CSBA Consulting

Over the years, in response to client demand, CSBA has developed a strong team that undertakes consulting and training work.  Following increased demand for the team’s services, we have decided to launch it as a separate business.  The Consulting team now comprises Robyn Reilly, Pat Heaslip, Allison Collier, Darryl Fletcher, Janine Mitchell and Di Davies.  All CSBA Consultants have a wealth of experience in Customer Service and in particular, the training of management, team leaders and frontline staff.

Choice on Customer Service

Last month I had the opportunity to present to the International Customer Service Professionals (ICSP) breakfasts. They were enjoyable and informative events. One of the Key Speakers was Nick Stace, CEO of Choice. Nick addressed the issue of “How does a consumer organisation put its customers first?” It was an excellent paper and Nick has kindly provided a copy of the presentation.

Which Airline Provides the Best Telephone Customer Service?

CSBA recently surveyed major companies in the Airline industry, and have released an industry report based on these results.

This survey involved making a sample of “mystery shopping” calls to the listed customer service lines in the Airline industry for Virgin Australia, Air New Zealand, Emirates, Jetstar, Qantas and Singapore Airlines.

Housing NSW Customer Service Benchmarking Award Nominiation

Congratulations to Housing NSW for being nominated for the prestigious 2011 Prime Minister's Award for independent customer benchmarking assessments conducted by CSBA.

Top 10 Customer Service Providers this Quarter

1 Medecins Sans Frontieres Australia
1 Honda Motorcycles
3 City of Greater Geelong
4 Care Australia
5 Australian Pensioners Insurance Agency
5 I-Select
5 Adelaide University
8 University of the SunshineCoast
8 University of Western Australia
10 Rural City of Whangaratta

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May 2012

In this edition we continue to look at the real drivers of phone based customer satisfaction and the importance of customer service dashboards to your business.
Paul van Veenendaal

Update on the Real Drivers of Phone Based Customer Satisfaction

Previously, in discussing Agent Skills, I have referred to First Call Resolution and Product Knowledge.

"South West is the Best"

South West Institute of Tafe wins the CSBA 2012 Award for "Excellence in Telephone Customer Service"

Customer Service Benchmarking Australia (CSBA) presented the much coveted for Excellence in Telephone Customer Service to the South West Institute of Tafe at the 2012 ATEM SSCC conference held in Brisbane.

Building Customer Service 'Dashboards' the Deliver Results

Simply put, a customer service dashboard can get a real focus on your business.

Superannuation Benchmarking Program Delivers 86% Increase in NPS

Top 10 Customer Service Providers this Quarter

1 University of the Sunshine Coast
3 Provident Capital
4 Frankston City Council
5 City of Greater Geelong
5 Gold Coast City Council
5 University of Western Sydney
8 Medecins Sans Frontieres Australia
8 Australian Pensioners Insurance Agency
8 Monash University

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