February 2016

QUARTERLY NEWSLETTER

Welcome to the first newsletter for 2016.

I would like take this opportunity to welcome our newest staff members to the team. We welcome Giles Haynes, Business Development Manager and Helena van de Linde, Account Manager, who are both based in Sydney. This helps to build on our long standing presence in the Sydney financial, health, tertiary and Local Government portfolios.  We’re also delighted to announce we’ve expanded our research and analytics capability welcoming Martin Ho, Product and Innovation Lead and Lani Suwandi Customer Experience Analyst.  They are spearheading our new product development funnel and providing additional analytical horsepower into the team.

CSBA is more than ever before ready to build bespoke, action oriented research and improvement programs for businesses who want to win the customer experience race.  Our last 6 months have been some of our busiest with new syndicated benchmarking programs launching in the utility sector, growth in mystery shopping across local government, housing and insurance.  We’re delighted by the growth we’re seeing in the adoption of the CSBA customer centricity model across many of Australia’s largest tertiary providers.

If you need help with your customer experience strategy, some help with customer service centre operational design or some simple regular measures you can use to check, compare and improve your standards . CONTACT US

We also have some great events coming up over the next few months, including our Leveraging Trust in Superannuation Funds Workshop with Don O' Sullivan from the Melbourne Business School and I will be speaking at the Brisbane Auscontact Association Breakfast in March.

If you have any questions about any of our programs and events or how CSBA can support you and your colleagues, please call us on (03) 9605 4900.

Paul van Veenendaal
Managing Director

WHAT IS THE CSBA INDEX ?

The CSBA Index is regarded as the leading standard for measuring the 'real' customer experience. The Index is used extensively to improve customer service and reduce costs.  READ MORE

CSBA STAFF PROFILE: TREMAYNE MURPHY

Tremayne is an accomplished Senior Customer Experience Consultant who has spent the past 15 years working with some of Australia's most iconic brands. His breadth of experience spans a broad range of industries, across the inbound and outbound contact centre service functions assessing sales, service, collections, retention and loyalty. An expert in the design and execution of end to end customer experience transformation programs, Tremayne has implemented a number of successful Customer Service Improvement Programs for CSBA clients.  EMAIL TREMAYNE

CSBA INDEX
QUARTER 2, 2015-16

TOP CUSTOMER SERVICE PERFORMERS
1. GWM Water
2. Strathbogie Shire Council
3. Northern Territory Licensing Commission
4. Wannon Water
Budget Direct
6. Holmesglen
Surf Coast Shire Council
8. Coliban Water
Lower Murray Water
10. TAFE Riverina Institute-General
Blacktown City Council
TOP CUSTOMER SERVICE PERFORMERS BY INDUSTRY
1. Aid Médecins Sans Frontières Australia
2. Banks - General ING Direct
3. Banks - Loans National Australia Bank - Home Loans
4. Energy ActewAGL
5. Housing Services Housing ACT - Canberra Connect
6. Insurance Budget Direct
7. Local Government Strathbogie Shire Council
8. Automotive Holden
9. Superannuation Colonial First State First Choice Super Trust
10. TAFE Holmesglen
11. Tenancy Authority Residential Tenancy Authority Qld
12. University University of Adelaide
13. Water GWM Water

Upcoming Events & Programs

For more information or to view all of CSBA's events, click here.

WORKSHOP: LEVERAGING TRUST IN SUPERANNUATION FUNDS
Melbourne: 23 February
Associate Professor Don O'Sullivan will examine how funds may look to build maintain and leverage the trust advantage to drive member retention and engagement... READ MORE

BREAKFAST: THE 6 C'S OF CUSTOMER SERVICE
Brisbane: 15 March
This session will provide a practical roadmap (using the 6 c's) for becoming a customer centric organisation It will cover areas such as having the right processes, measurement, technology and people development for success...READ MORE