November 2013

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


Q2 2013-14


1 CARE Australia
2 North Coast TAFE
3 Bankwest
4 City of Monash
5 Wannon Water
6 University of Western Sydney
7 GWM Water
8 University of Queensland
9 University of the Sunshine Coast
10 University of Western Australia


1 Aid Organisations: CARE Australia
2 Airlines: Emirates
3 Banks (General):Bankwest
4 Banks (Loans): Suncorp Metway Home Loans
5 Energy: Actew AGL
6 Insurance: Australian Pensioners Insurance Agency
7 ISP: iinet
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

Upcoming Events

21 FEBRUARY 2014
Associate Professor Don O'Sullivan Luncheon (Melbourne)
7TH, 8TH, 9TH MAY 2014
Student Service Centres Conference 2014 (New Zealand)