A Message from CSBA's Managing Director
I trust it will be a good year. This year CSBA is continuing its focus on helping companies get maximum value from their Customer Service research. I have included a couple of interesting articles this month that I think will help you put the results into actions. Happy reading!
Customer Service in Contact Centres in Australia is Improving
CSBA has been mystery shopping contact centres in Australia for more than 10 years and regularly surveys more than 200 organisations.
We are delighted to report that Customer Service overall is improving. However, some contact centres are still unable to provide a consistently great experience.
We take our hats off to Banks and Local Government whose service has been getting better. They have been doing a better job of listening to enquiries and more often are providing a clear resolution for the customer.
Do You See Your Organisation Through Your Customers Eyes?
Most organisations have particular processes which tend to generate higher numbers of complaints, or where significant rework is created by customers calling in to check on progress or ask for updates on their situation.
Knowing what to change to have the maximum impact on both business efficiency and customer satisfaction can be challenging if you don’t have a clear picture of the experience from the customer’s point of view.
Customer Journey Mapping can help you if:
- You have gaps in your understanding of the experience that your customers are undergoing
- You are willing to take a fresh look at managing the customer experienceYou would like to decrease the volume of rework and complaints generated by customers with a particular process
THE CSBA INDEX
TOP CUSTOMER SERVICE PERFORMERS
|2||North Coast TAFE|
|4||City of Monash|
|6||University of Western Sydney|
|8||University of Queensland|
|9||University of the Sunshine Coast|
|10||University of Western Australia|
TOP PERFORMERS BY INDUSTRY
|1||Aid Organisations: CARE Australia|
|4||Banks (Loans): Suncorp Metway Home Loans|
|5||Energy: Actew AGL|
|6||Insurance: Australian Pensioners Insurance Agency|
|8||Local Government: City of Monash|
|9||Motor Manufacturing: Ford|
|10||Parcel Delivery: DHL|
|11||Public Transport Ticketing: Translink|
|12||Superannuation: MLC Super|
|13||TAFE: North Coast TAFE|
|14||Telecommunication: Optus Mobile|
|15||Tenancy Authorities: NSW Fair Trading - Tenancies|
|16||Universities: University of Western Sydney|
|17||Water: Wannon Water|
|18||Wealth Building: MLC Australia|
|21 FEBRUARY 2014|
|Associate Professor Don O'Sullivan Luncheon (Melbourne)|
|7TH, 8TH, 9TH MAY 2014|
|Student Service Centres Conference 2014 (New Zealand)|