December 2014

A New Identity for CSBA

The last few years have seen much change as companies aim to become more customer centric.

At CSBA, we have made significant investments in our people, processes and technology to strengthen our offering and continually seek customer feedback as part of our own journey to improve and understand best practice, so we can in turn deliver maximum value to our customers.

As the new year approaches, we are excited to introduce our new logo and corporate rebranding which reflects CSBA’s credentials as the customer service improvement specialists. The logo concept represents Customer Service as the building blocks of successful businesses and the colour transition is representative of CSBA’s purpose which is to help transition our clients business toward a more efficient, vibrant, customer centric organisation. Please take the time to look at our new website and feel free to give us your feedback. I think the team have done a great job and I really hope you like our new look.

I would also like to thank our customers for their support over the year. CSBA will be closed for the holiday period from close of business Tuesday 23 December and reopening on Monday 6 January 2015.

Wishing you and your families a safe and happy festive season,

Paul van Veenendaal
Managing Director


The CSBA Index

QUARTER TO SEPTEMBER 2014

Top Customer Service Performers

1. AAMI
2. Gladstone Regional Council
3. Wannon Water
4. Southern Rural Water
5. Surf Coast Shire Council
6. Argyle Community Housing
Parramatta City Council
GWM Water
9. Budget Direct
City of Monash
Shire of Kalamunda

Top performers by industry

1. Aid Care Australia
2. Banks - General NAB
3. Banks - Loans NAB
4. Energy Actew AGL
5. Housing Providers Argyle Community Housing
6. Insurance AAMI
7. ISPs iiNet
8. Local Government Gladstone Regional Council
9. Motor Manufacturing Holden
10. Superannuation Colonial First State First Choice Super
11. TAFE New England TAFE
North Coast TAFE
12. Telco iiNet mobile
Optus mobile
13. Tenancy Authority NSW Fair Trading Tenancies
14. Universities  College of Law
15. Water  Wannon Water

Upcoming Events

To register or for more event information, please click here.

ATEM Student Service Centre Conference The program benchmarks your institutions student service against Australia’s top tertiary institutions.
Customer Service Network
Benchmarking Program
Working with some of Australia's most well-known and respected organisations to assess customer service.
2015 National Local Government Customer Satisfaction (CMT) Program A syndicated research program across all channels of customer service delivery in the local government sector.

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August 2014

The Six C's of Customer Service

We have been seeing more and more companies seeking to become a customer centric organisation. So what does this mean?  We believe it is almost impossible to separate the principle of customer-centricity without factoring in technology and corporate culture. After all, customer experience success can hardly be maintained if it’s not at the core of a company’s operating fabric.

So when we were asked how we would define a customer centric organisation we came up with the following ‘Six Cs’:

  1. Clarity. Clarity is something that every leadership team should have. Without a clearly defined purpose, strategy and message, you will find it difficult to connect to your customers – and engage your staff.
  2. Commitment. Commitment is about showing that you are willing and able to invest the time, effort, people, and financial resources to do what it takes to deliver and improve your performance – not just in the short term, but year in, year out.
  3. Connectivity. This is about working across the organisation, taking an end to end view and keeping everyone up-to-date on the progress of what everyone does every day.
  4. Capability. Making sure that people have the right skills, are given the right tools and knowledge and are trained and supported to provide great customer service.
  5. Consistency. A consistent voice is imperative across various touch points, content and channels because it defines your brand ‘voice’ and makes you more credible and trustworthy.
  6. Cohesion. This is the ‘glue’ that describes what it is like to work here, the everyday practices and the shared values that everyone understands is  really important for the company. It’s that little bit extra that helps day to day but really makes a difference in emergencies or in service recovery.

We have developed a useful checklist to help identify and plan what can be done to move your organisation to being more customer centric. If you would like to know more please feel free to contact us for a chat.


The CSBA Index

March to June Quarter 2014
Top Customer Service Performers

1. Wannon Water
2. North Coast TAFE
Adelaide University
University of Western Sydney
5. GWM Water
6. Budget Direct
7. Care Australia
8. Colonial First State (Super)
9. Shire of Kalamunda
Coliban Water

Top performers by industry

Aid Organisations Care Australia
1. Banks – General NAB
2. Banks – Loans NAB
3. Energy Actew AGL
4. Housing Providers Compass Housing
5. Insurance Budget Direct
6. ISP TPG
7. Local Government Shire of Kalamunda
8. Parcel Delivery DHL
9. Superannuation Colonial First State
10. TAFE North Coast TAFE
11. Telecommunications Optus – Mobile
12. Universities Adelaide University
13. Water Wannon Water
14. Wealth Building Colonial First State

 

Upcoming Events

To read about our upcoming events or to register attendance, please click here.

FRIDAY 22 AUGUST 2014
Heads of Student Administration Conference – Sydney, with Paul van Veenendaal (Managing Director, CSBA) presenting on Day 2
WEDNESDAY 27 AUGUST 2014
Training: Managing Customer Expectations in Local Government – Warrnambool
THURSDAY 9 OCTOBER 2014
6th Annual Net Promoter Score Forum, Presented by Fund Executive Association Limited (FEAL) & CSBA – Melbourne

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May 2014

A Message from CSBA's Managing Director

The CSBA team has recently invested considerable effort into enhancing our reporting to add more value for clients through more concise and actionable reporting formats.

CSBA’s new reporting style provides our clients with key headlines on their customer service performance and clear direction on how to improve the customer service experience. If you would like to find out more about the new look reporting, please feel free to contact us.

Following strong interest from the sector at the National Housing Conference in Adelaide late last year, we have added the Housing Provider Sector to CSBA’s ongoing customer service benchmarking program. All Australian Housing Providers are welcome to participate in this program to gain independent measurement and benchmarking of customer service, and actionable recommendations for improvements.

Finally, welcome to Pier Dartnell who joins the Consultant team at CSBA. Pier has excellent skills and experience in developing and delivering successful customer service and sales change management programs in the contact centre industry. She will complement the existing team of highly skilled consultants at CSBA.

International Trends in Customer Service

Earlier this year I attended the Next Generation conference in San Diego. It was a very informative conference and gave me a great insight into the international trends in the development of customer service improvement programs.

Three highlights for me are:

  • The Focus on Employee Engagement: Just about everyone I spoke to discussed the need to get better employee engagement, ie. to get employees passionate about your business and your customers. Employees engagement will never be consistently greater than Customer Satisfaction. Some companies are really getting it right.  Ford and Disney are standouts.
  • The Range of Technology Solutions: There are a lot of companies providing the latest and greatest technology solutions.  Wonderful examples of reporting were everywhere.  However, on further discussion there is still an issue around designing quality surveys that align with business improvement.  Some of the questionnaires used were poorly designed which leads to poor information and distancing your customer. The experience that CSBA has in designing quality surveys certainly provides a competitive edge.
  • The Focus on Customer Journey Mapping: If you have not heard, there is a lot of talk about Customer Journey mapping. This is all about being very clear as to the journey your customer makes when they interact with your business. There are good examples everywhere, but companies like Amazon and Google really typify best practice in this area. CSBA has been doing a lot of Journey Mapping for a range of clients in the last year and it was good to see we are on track with this trend.

CSBA 2014 Excellence in Tertiary Telephone Customer Service Awards

Congratulations to the 2014 Award winners announced at the recent ATEM SSC Conference held in Auckland on 7–9 May, 2014.

Best University University of Canterbury
Best TAFE Kangan Institute
Best Group of 8 University
The University of Adelaide
Best Faculty The University of Adelaide, Faculty of the Professions

THE CSBA INDEX

TOP CUSTOMER SERVICE PERFORMERS

1 Wannon Water
2 University of Adelaide
3 North Coast TAFE
4 University of Queensland
5 Southern Rural Water
6 GWM Water
7 Gladstone Regional Council
8 City of Yarra
9 Care Australia
10 Colonial First State Super
North East Water

TOP PERFORMERS BY INDUSTRY

1 Aid Organisations: CARE Australia
2 Banks – General: ANZ
3 Banks – Loans: Commonwealth Bank Home Loans
4 Energy: Actew AGL
5 Housing: Compass Housing NSW
6 Insurance: AAMI
7 ISP: TPG
8 Local Government: Gladstone Regional Council
9 Motor Manufacturing: Holden & Mazda
10 Superannuation: Colonial First State Super
11 TAFE: North Coast TAFE
12 Telecommunication: Optus Mobile
13 Tenancy Authorities: QLD Residential Tenancy Authority
14 Universities: University of Adelaide
15 Water: Wannon Water

Upcoming Events

28 MAY 2014
Customer Service Training (Hobart)
5 JUNE 2014
LGMA WA & CSBA Maintaining Customer Service through Local Government Reform (Perth)
19 JUNE 2014
Customer Service Training (Rockhampton)
19 JUNE 2014
Annual Customer Service Forum (Hobart)

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January 2014

A Message from CSBA's Managing Director

Happy 2014.

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

Q2 2013-14
TOP CUSTOMER SERVICE PERFORMERS

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

TOP PERFORMERS BY INDUSTRY

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)

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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

HE CSBA INDEX

Q2 2013-14

TOP CUSTOMER SERVICE PERFORMERS

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

TOP PERFORMERS BY INDUSTRY

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)

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Mid-Year Update 2013

New Financial Year, New Commitment to Higher Value Customer Service

From the Managing Director - July 2013

I have recently been speaking with a number of CEOs and Senior Managers about maximising the value of their organisations’ customer service research in order to drive business improvement.  When I asked them to explain what ‘value’ was for them, they were pretty clear that they want to learn from their customers how to deliver more efficient processes (i.e. improve self service, whilst maintaining high satisfaction levels) and minimise customers going elsewhere.

Here are 5 things that will help organisations achieve more value from their customer research:

  1. Be clear on the purpose and objective of the customer research, and why you are doing the research.
  2. Spend time with frontline staff to hear firsthand the customer service issues and opportunities.
  3. Create a sense of urgency when implementing recommended improvements from research programs. You would be amazed how quickly the next survey comes around and nothing has been done as a result!
  4. Work with your research partner to refine your questionnaires and methodologies to best reflect the measures that really matter to your customers and impact the customer experience.
  5. Talk to your industry peers to hear what they are doing.  Industry groups (like FEAL and LGMA) have done a lot in recent years to build great knowledge and benchmarking.

Yours sincerely,

Paul van Veenendaal
Managing Director 


Top 10 Customer Service Providers this Quarter - CSBA

1 University of Western Sydney
2 Budget Direct
3 University of Queensland
4 Gladstone Regional Council
5 City of Fremantle
6 Care Australia
7 AAMI
8 GWM Water
9 Monash University
University of the Sunshine Coast
Southern Rural Water
10 Surf Coast Shire Council
Contact us to find out more about the top 10!

EVENTS UPDATE

To read more about our events or to register your attendance, please click here.

Wednesday 14 August 2013
Fourth Annual Customer Service Forum - Western Australia
Thursday 29 & Friday 30 August 2013
HoSA Annual Conference 2013 - Gold Coast
Friday 30 & Saturday 31 August 2013
LGPRO Annual Customer Service Conference 2013 – Victoria
Thursday 10 October 2013
Fifth Annual Superannuation Forum – Victoria
21 FEBRUARY 2014
Associate Professor Don O'Sullivan Luncheon (Melbourne)
7TH, 8TH, 9TH MAY 2014
Student Service Centres Conference 2014 (New Zealand)

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February 2013

Welcome to the first newsletter for 2013

2013 is another important and exciting year for the team at CSBA.

Last year we conducted our own Customer Satisfaction Survey and we were pleased to receive very positive feedback and a high NPS score overall.

Thank you to our clients who completed the survey and provided valuable feedback and ideas. The survey results highlighted strong interest in access to key results quickly.

Throughout 2012 we have expanded our team of data management experts and we are well underway to implementing state of the art data capture technology.

In the coming year we will offer new options to capture customer feedback, as well as more accessible information delivery. Please contact myself or your account manager for further information.
Paul van Veenendaal

Universities Get Serious on Customer Service Measurement to Provide a Point of Difference

Written by Teresa Tjia, Director-Student Administration, the University of Melbourne & Tammy Fitzgerald, Director-Client Services, Monash University

Universities are increasingly focused on delivering ‘professional customer service’ rather than relying on the values they share with their students and community as the ‘sticking’ factor.

Student choice, changing expectations and strong international competition, changes in federal funding and the increased value of the Australian dollar also place enormous pressure on Australian universities competing for students.

Quality customer service is able to positively impact students buying decision both for future students looking to study and current student retention.

Balanced Scorecards  - Lessons for Success

Written by Pat Heaslip, Research Director at CSBA. Pat has been involved in Balanced Scorecard implementation across a variety of industries.

Successful companies do not rely solely on financial outcomes to measure performance or to assess achievement of a business plan.

A Balanced Score Card (BSC) approach provides a rounded perspective by using a range of financial and non-financial measures which may include customer satisfaction and loyalty, the quality of internal procedures, product features, growth and sustainability, as well as traditional financial criteria.

CSBA Consulting Staff Profile: Dianne Davies

Di started her career in education, first as a teacher, then in the educational innovations area, before becoming an assistant principal in a large school.

More recently Di has worked as a consultant, facilitating events and conducting workshops and training.

Working with councils, tertiary and the private sector, to assist organisations with strategic planning, including staff management, role clarity, the establishment of protocols for work statements and leadership development are just some of Di’s strengths.

“Dianne’s gentle style and manner worked really well with our group. We were extremely happy with the outcomes of our sessions and have already recommended this training!!” 
Kirsty Pragnell, Customer Experience Officer, City of Playford


1 UNSW Canberra at ADFA
2 AAMI
3 Grampians Wimmera Mallee Water
4 Monash University
4 University of the Sunshine Coast
4 University of Western Sydney
7 Strathbogie Shire Council
8 Southern Rural Water
9 Save the Children Australia
9 Launceston City Council
9 The University of Adelaide
9 Wannon Water

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November 2012

This edition of the newsletter features:

  • The impact of customer satisfaction on CEO bonuses.
  • CSBA Complaints whitepaper update.
  • Congratulations to all the CSBA customers that have recently won awards in the ATA, ICSP and CSIA awards.
  • CSBA Consulting staff profile: Janine Mitchell

Paul van Veenendaal

The impact of customer satisfaction on CEO bonuses

Don O’Sullivan is the Associate Professor of Marketing at the Melbourne Business School. In a recent study he shows that in the US, customer satisfaction is a significant determinant of CEO bonuses. Findings demonstrate that the success of CEO’s in managing customer satisfaction has a direct, personal, and economic impact in the form of their annual bonus awards.

Complaints whitepaper update

In 2007 CSBA provided a well received whitepaper on the state of complaint management in Australia. I am pleased to say that we have now been able to update the whitepaper and some interesting facts are:

  1. Not taking customer complaints seriously and not having a strategy to address complaints has a considerable negative effect on business, as customers whose complaints are not addressed take their business elsewhere and generate negative word of mouth referral.

Congratulations to all our customers who have recently won awards!

Congratulations to all our customers that have recently won awards in the ATA and CSIA award ceremonies that have occurred in the last couple of months. Well Done.

CSBA Consulting staff profile: Janine Mitchell

Helping organisations engage their staff to provide excellent customer service 

Janine is an accomplished customer contact professional who has been responsible for developing the operations of some of Australia’s best known and loved brands.

Over the last 15 years Janine has been a senior manager, coach and trainer in various industries including, travel, telecommunications, retail, outsourcing and health insurance.

As a senior manager, Janine was responsible for a team of 120 staff who won a range of ATA awards.  She was a part of the team that won Hewitt’s Best Employer for three consecutive years.

A passionate people person, Janine believes developing staff is fundamental to the success of achieving customer service excellence.

“I just wanted to give you feedback that the service commitment workshops facilitated by Janine Mitchell were very well received by participants.
I’ve had positive unsolicited comment on how worthwhile it was and how much they enjoyed working with Janine. Thanks for recommending Janine and assisting us in the next steps in our customer service development.”

Teresa Tjia, Director, Student Administration and Deputy Academic RegistrarUniversity of Melbourne


Top 10 Customer Service Providers this Quarter

1 Liverpool City Council
2 Rural City of Murray Bridge
3 AAMI
4 Australian Pensioners Insurance Agency
4 Rural City of Wangaratta
6 Gympie Regional Council
7 Save the Children Australia
7 Budget Direct
7 Grampians Wimmera Mallee Water
7 Southern Rural Water

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August 2012

This edition of the newsletter features:

  • Return on investment in customer service
  • The launch of CSBA consulting
  • How independant consumer watchdog

Choice is putting their customers first,

  • Release of our latest report on service in the airline industry, and congratulations to Housing NSW on nomination for a Prime Ministers's Award for a Customer Service Benchmarking Project.

Paul van Veenendaal

Show Me the Money!

Clients and non-clients almost invariably say they want to improve the customer service level of their particular business. It’s almost a given…but, and again almostinvariably, they also want to see a dollar return for their investment. So, I am often asked to explain the benefits in economic terms.

 Launch of CSBA Consulting

Over the years, in response to client demand, CSBA has developed a strong team that undertakes consulting and training work.  Following increased demand for the team’s services, we have decided to launch it as a separate business.  The Consulting team now comprises Robyn Reilly, Pat Heaslip, Allison Collier, Darryl Fletcher, Janine Mitchell and Di Davies.  All CSBA Consultants have a wealth of experience in Customer Service and in particular, the training of management, team leaders and frontline staff.

Choice on Customer Service

Last month I had the opportunity to present to the International Customer Service Professionals (ICSP) breakfasts. They were enjoyable and informative events. One of the Key Speakers was Nick Stace, CEO of Choice. Nick addressed the issue of “How does a consumer organisation put its customers first?” It was an excellent paper and Nick has kindly provided a copy of the presentation.

Which Airline Provides the Best Telephone Customer Service?

CSBA recently surveyed major companies in the Airline industry, and have released an industry report based on these results.

This survey involved making a sample of “mystery shopping” calls to the listed customer service lines in the Airline industry for Virgin Australia, Air New Zealand, Emirates, Jetstar, Qantas and Singapore Airlines.

Housing NSW Customer Service Benchmarking Award Nominiation

Congratulations to Housing NSW for being nominated for the prestigious 2011 Prime Minister's Award for independent customer benchmarking assessments conducted by CSBA.


Top 10 Customer Service Providers this Quarter

1 Medecins Sans Frontieres Australia
1 Honda Motorcycles
3 City of Greater Geelong
4 Care Australia
5 Australian Pensioners Insurance Agency
5 I-Select
5 Adelaide University
8 University of the SunshineCoast
8 University of Western Australia
10 Rural City of Whangaratta

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May 2012

In this edition we continue to look at the real drivers of phone based customer satisfaction and the importance of customer service dashboards to your business.
Paul van Veenendaal

Update on the Real Drivers of Phone Based Customer Satisfaction

Previously, in discussing Agent Skills, I have referred to First Call Resolution and Product Knowledge.

"South West is the Best"

South West Institute of Tafe wins the CSBA 2012 Award for "Excellence in Telephone Customer Service"

Customer Service Benchmarking Australia (CSBA) presented the much coveted for Excellence in Telephone Customer Service to the South West Institute of Tafe at the 2012 ATEM SSCC conference held in Brisbane.

Building Customer Service 'Dashboards' the Deliver Results

Simply put, a customer service dashboard can get a real focus on your business.

Superannuation Benchmarking Program Delivers 86% Increase in NPS


Top 10 Customer Service Providers this Quarter

1 AAMI
1 University of the Sunshine Coast
3 Provident Capital
4 Frankston City Council
5 City of Greater Geelong
5 Gold Coast City Council
5 University of Western Sydney
8 Medecins Sans Frontieres Australia
8 Australian Pensioners Insurance Agency
8 Monash University

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