January 2009

Welcome to the first newsletter for the year. I hope 2009 proves to be a good one for you and your teams.

The last year has been an interesting one at CSBA.

In the last year we have seen a number of strategies to improve the Customer Service Experience. Three of the more successful strategies used to improve customer service are:

  1. Using the mystery shopping to drive customer service commitment across the organisation. In some companies we are assessing over 40 different lines with great results in terms of company acceptance of a customer service culture;
  2. Using customer satisfaction surveys to drive business improvement initiatives. Through providing timely feedback about customer service performance, organisations learn from their customers new ways to improve the overall customer service experience; and
  3. Using the mystery shopping assessment to measure the performance consitancy of key attributes like ‘product knowledge’ or ‘clear resolution’. It is becoming apparent that the more consistent the experience is the more confident the customer is with the organisation's service or product offering.

In the mean time, I hope you enjoy the rest of our newsletter and if you would like to know more about these topics please feel free to call or drop me an email.

Kind regards,
Paul van Veenendaal
Managing Director

Water Sector Needs to go with the Customer Flow

As more and more attention is given to sensitive water issues, players in the water sector need to focus on the changing needs of customers and put in place appropriate benchmarking strategies to deliver business outcomes, according to water industry expert Pat McCafferty, General Manager, Strategy and Communications at Yarra Valley Water.

How a great call can make your day
I used to have lunch with a friend in the city. We’d meet outside the large call-centre he worked in at the time. And when I say large, I mean aircraft-hangar proportions.

Results of the Latest CSBA Quarterly Benchmarking Survey

Top Ten Customer Service Providers for this Quarter September - December are:

  1. The University of Adelaide
  2. University of Western Sydney
  3. AAMI
  4. GWM Water
  5. Gippsland Water
  6. City of Sydney
  7. Geelong Contact Centre
  8. City of Yarra
  9. DHL
  10. ActewAGL Retail


Well done to these companies for demonstrating enthusiasm and dedication to providing great customer service!

Upcoming Events

Changing Expectations: the 2009 Student Service Centres Conference, 22-24 April 2009 in Fremantle WA. Further information HERE

A key product is our unique methodology for monitoring the performance of contact centres using mystery shopping and we regularly measure and benchmark more than 150 Australian companies using this technique.