June 2015

The Path from Strategy to Great Customer Experience is via Service Design

At the recent Government Communications Australia Conference in May, Paula Giles (Director of Consulting, CSBA) spoke on 'Reputation and Experience: The Twin Pillars of Customer Centric Organisations'.

We suggest that if you are in the business of enhancing your organisation’s reputation then you must own or influence the customer experience. Our view is that every person operating in the customer service and experience space must be able to clearly show how the service they provide is delivered as promised, consistently and well. Otherwise, how will you enhance reputation, demonstrate performance and add value?

We are currently working with our clients to re-think and redesign the service they provide – by working 'from the outside in’, listening to their customers and helping to redesign their service offer. Otherwise, how will you develop a clear path from strategy to a great customer experience?

Click here to download a copy of the presentation by Paula Giles. For further information, please contact Paul van Veenendaal.


Fast Feedback: Mobile Capability for Your Community Events

What if there was a quick and accurate way to find out how people experience your community events so you could then plan and make adjustments to give them an even better experience?

Our live customer experience evaluations can rapidly assess what influences your customers’ experience of your sporting events, exhibitions and venues. We’ll be on the spot to assess your staff and facilities to find out:

  • Are your staff well presented and friendly and helpful?
  • Do staff help people find their seats?
  • Are there any delays for food and drinks or entry tickets? Do queues move quickly?
  • Is food well presented?
  • Are facilities, car parks and first aid station well signposted and easy to find?
  • Do customers park and leave the car park smoothly?

We enter live results via tablets into our unique data collection system for immediate analysis. We’ll report the results to you within 48 hours so you can plan and make the resource adjustments necessary to improve customer experience and satisfaction.

To find out more, please contact Senior Account Manager, David Laffin.


The CSBA Index

QUARTER 3, 2014-15

Top Customer Service Performers

2. Shire of Kalamunda
3. North East Water
4. Colonial First State Firstchoice Superannuation Trust
GWM Water
6. Budget Direct
7. Wannon Water
8. Colac Otway Shire Council
9. Rural City of Wangaratta
Southern Rural Water

Top performers by industry

1. Insurance AAMI
2. Local Government Shire of Kalamunda
3. Water North East Water
4. Superannuation Colonial First State Firstchoice Superannuation Trust
5. Aid Organisations Médecins Sans Frontières Australia
6. Housing Services United Housing
7. Wealth Building Colonial First State
8. TAFE Federation Training - Yallourn Campus
9. Universities Australian National University
10. Energy Lumo Energy
11. Motor Manufacturing Holden
12. Banks - Loans NAB Home Loans
13. Banks - General Commonwealth Bank
14. Tenancy Authorities NSW Fair Trading - Tenancies
15. Internet Service Providers iPrimus

Upcoming Events & Programs

To register or for more information, please click here.

National Program: CMT

June 2015

A syndicated survey designed to collect feedback relating to all channels of service delivery(telephone, email, in person, web, mail)... Read more
National Program: Local Government Customer Service Network

July 2015

Members now have the opportunity to participate in a quarterly mystery shopping benchmarking program, specifically for the Local Government network... Read more