February 2013

Welcome to the first newsletter for 2013

2013 is another important and exciting year for the team at CSBA.

Last year we conducted our own Customer Satisfaction Survey and we were pleased to receive very positive feedback and a high NPS score overall.

Thank you to our clients who completed the survey and provided valuable feedback and ideas. The survey results highlighted strong interest in access to key results quickly.

Throughout 2012 we have expanded our team of data management experts and we are well underway to implementing state of the art data capture technology.

In the coming year we will offer new options to capture customer feedback, as well as more accessible information delivery. Please contact myself or your account manager for further information.
Paul van Veenendaal

Universities Get Serious on Customer Service Measurement to Provide a Point of Difference

Written by Teresa Tjia, Director-Student Administration, the University of Melbourne & Tammy Fitzgerald, Director-Client Services, Monash University

Universities are increasingly focused on delivering ‘professional customer service’ rather than relying on the values they share with their students and community as the ‘sticking’ factor.

Student choice, changing expectations and strong international competition, changes in federal funding and the increased value of the Australian dollar also place enormous pressure on Australian universities competing for students.

Quality customer service is able to positively impact students buying decision both for future students looking to study and current student retention.

Balanced Scorecards  - Lessons for Success

Written by Pat Heaslip, Research Director at CSBA. Pat has been involved in Balanced Scorecard implementation across a variety of industries.

Successful companies do not rely solely on financial outcomes to measure performance or to assess achievement of a business plan.

A Balanced Score Card (BSC) approach provides a rounded perspective by using a range of financial and non-financial measures which may include customer satisfaction and loyalty, the quality of internal procedures, product features, growth and sustainability, as well as traditional financial criteria.

CSBA Consulting Staff Profile: Dianne Davies

Di started her career in education, first as a teacher, then in the educational innovations area, before becoming an assistant principal in a large school.

More recently Di has worked as a consultant, facilitating events and conducting workshops and training.

Working with councils, tertiary and the private sector, to assist organisations with strategic planning, including staff management, role clarity, the establishment of protocols for work statements and leadership development are just some of Di’s strengths.

“Dianne’s gentle style and manner worked really well with our group. We were extremely happy with the outcomes of our sessions and have already recommended this training!!” 
Kirsty Pragnell, Customer Experience Officer, City of Playford

1 UNSW Canberra at ADFA
3 Grampians Wimmera Mallee Water
4 Monash University
4 University of the Sunshine Coast
4 University of Western Sydney
7 Strathbogie Shire Council
8 Southern Rural Water
9 Save the Children Australia
9 Launceston City Council
9 The University of Adelaide
9 Wannon Water