November 2008

CSBA is a research-based consulting group committed to helping our clients understand, measure and improve their customer service across all touchpoints of an organisation.

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.

Time to Complain About Complaints

A recent survey conducted by CSBA shows Australia’s industry sectors fall well short of benchmarks in customer complaint handling.
Council Keeps Geelong Satisfied

The City of Greater Geelong (CoGG) Council believes that good governance is the key to a satisfied and confident community, and that an organisation provides good governance through community satisfaction.  CSBA has been working with the CoGG to ensure the Council delivers on its promise to provide all its residents with efficient and responsive service and excellence.

Tasmanian Contact Centre Update – ½ Day Seminars – 26 and 27 November 2008

CSBA, in conjunction with the Tasmanian Department of Economic Development & Tourism and NEC, are holding their third annual update on what’s happening in the Contact Centre industry in Tasmania. Dates are: 26 November in Hobart and 27 November in Launceston.

Perth Complaint Management Workshop – 4 December2008

CSBA, in conjunction with Benchmarking Partnerships, are holding a one day best practice workshop on complaint management in Perth. The program includes two case studies and guest speakers from the Telecommunications Industry Ombudsman (TIO) and Energy & Water Ombudsman (Victoria) (EWOV).

Results of the Latest CSBA Quarterly Benchmarking Survey

Top Ten Customer Service Providers for this Quarter
The top ten companies for the July - September quarter for overall performance are:

  1. Sydney Water WaterFix
  2. Provident
  3. Bendigo Bank Insurance
  4. Darebin City Council
  5. University of Western Sydney
  6. Adelaide University
  7. Auckland City Council
  8. Geelong Contact Centre
  9. Brisbane City Council
  10. Flinders University

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