Discover

Know your customer and employee attitudes, behaviours, needs

 

Understand and engage with your customers, staff and stakeholders.

Discover what the people who matter most to your business, think and feel about your business.

Gain invaluable insight into their motivations and preferences.

Gather independent and accurate data and feedback.

Assess your organisational service capabilities and compare them to your competitors and best of breed businesses.

Identify gaps and opportunities to improve and ultimately excel.

SERVICES

 

• Customer research

• Employee research

• Stakeholder research

• Customer journey mapping

• Customer centricity audits

• Analysis of existing research and data

• Quantitative and qualitative research services

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Design

Design and develop a customer centric organisational framework

Create a clear pathway for evolving and improving your overall customer experience.

Develop a blueprint for engaging with your customers, that is aligned with your broader strategic business objectives and plans.

Devise a carefully structured program and prioritised initiatives that will enable you to become a truly customer centric business.

SERVICES

• Customer experience strategy

• Customer Centricity Program

• Customer Charter development

• Performance Framework

• Services Catalogue.

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Transform

Operationalise customer experience frameworks and improvements

 

Transform your business and create an environment where every team member shares the same vision and drive to deliver great customer experiences.

Empower your people through customised training and coaching programs.

Enable them to truly understand customer expectations and how to create exceptional experiences.

Support them with resources, processes and systems.

Reward and recognise excellence.

Embed an organisational culture focused on delivering outstanding customer experiences.

Become an industry leader.

SERVICES

• Training, coaching and professional development

• Business improvement

• Process streamlining

• Policy and protocol simplification

• Service SLAs and KPIs

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Assure

Assess and assure customer experience excellence

Implement an independent quality assurance framework that provides peace of mind and ongoing assessment and measurement of customer experience.

Track and monitor shifts in key experience metrics such as success, ease and sentiment

Provide the valuable feedback and insights your people need.

Identify areas for improvement and investment and set your priorities for digital strategies.

SERVICES

 

• External Quality Assessment

• Internal Quality Monitoring.

• Mystery shopping

• Customer research tracking

• Industry benchmarking

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Our flagship assurance product SenseCX

 

For a comprehensive Overview of our Quality Assurance Program click here to download a brochure.

 

To see a little information regarding our SenseCX reporting tools select from the options in the window below by clicking on a button.  You can navigate through the modules to suit your needs.

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Private: Understand

Operationalise customer experience frameworks and improvements

 

Transform your business and create an environment where every team member shares the same vision and drive to deliver great customer experiences.

Empower your people through customised training and coaching programs.

Enable them to truly understand customer expectations and how to create exceptional experiences.

Support them with resources, processes and systems.

Reward and recognise excellence.

Embed an organisational culture focused on delivering outstanding customer experiences.

Become an industry leader.

SERVICES

• Training, coaching and professional development

• Business improvement

• Process streamlining

• Policy and protocol simplification

• Service SLAs and KPIs

 

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Private: Measure

Awash with measures and metrics and not sure which ones matter or what they tell you in an industry context? CSBA has the knowledge and expertise to know what processes and measures e.g. NPS, loyalty, ease of doing business provide the best value for money. We work with you to develop the measures and metrics and the information you need to know how your business is performing, how you measure up against your competitors – and what your customers really think.

Design your dashboard

Sometimes, some clear, unbiased thinking helps to sort out the measures that matter. We can design the dashboard that contains the measures you need to know, the reporting cycle that works for you and that what you are doing is making a difference to your business – and your customers.

Measure Customer service

Measuring customer service and satisfaction is an integral part of any organisation’s business improvement program. At CSBA, we talk directly to your customers about their customer service experience, look at all the channels they use to contact you and work hard to turn this data into meaningful insights. We then provide practical solutions to help improve your business practices.

Mystery Shopping

The customer service experience occurs across many channels (phone, face to face, web and email) and activities (sales, service, bill enquiries and hardship). But how do you know if the service experience is consistent across all these? How do you know if the measures are focusing on what matters to customers?

CSBA works with you to define the outcomes you seek, develop the most appropriate scenarios and identify the touch points to measure so that the best possible outcome for your organisation is achieved. When this happens, your front line staff know what matters to provide a great service experience. And that’s what we all care about.

Contact us to learn more.

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Private: Improve

Your customers don’t stand still. And neither do you. You know that day in day out there are ways to make it easier and simpler for you and your customers to interact – because when that happens, everyone benefits. How do you move from a customer feedback loop that is designed for governance or annual reporting to one that continuously looks to build a ‘best practice’ experience? How do you make sure that those experiences are translated into your organisation’s DNA? How do you make it easy for your customers to deal with you – after all – the best customer service is no customer service!

Become Customer Centric

Being a customer centric businesses is when we ‘join the dots’ between people, process and technology to provide the services customers want and to improve the service experience. This way the ‘voice of the customer’ is at the heart of what we do and, why we exist. We make decisions to improve the service experience and provide better value.

Map the customer experience

All too often we see companies designing customer processes with little knowledge of what is important to the customer. Do you really want to know what it takes to fulfill a customer request? Is it that hard … or easy? How many times do we find practices that just get in the way?

To get a clear and accurate picture of the ‘pain points’ you, and your customer experience we conduct Customer Experience Journey Mapping. This compares the current customer experience with the organisation’s view. We then establish the steps required to achieve what customers define as optimal customer service (and make life easier for you too).

Improve front line performance

When I get to speak to someone I want to feel they understand my issue, know they can help me and be treated like a valued customer – and I only have to describe my issue once!
From an enquiry to a complaint you want to be confident your staff are equipped with the skills and knowledge they need to resolve each issue and handle every complaint in a professional way.

CSBA programs train front line staff in customer service skills – in the emotional and task content of the role to achieve your service standards. We work with managers, team leaders and staff to develop a picture of what good customer service looks like, define what is important to the customer and how to handle complaints and complex issues effectively. Because we are customers too.

Happy employees create happy customers

Attracting and retaining a talented team is becoming increasingly challenging. Service roles are becoming more complex. Helping your staff to be more proficient in their roles drives up motivation, lowers work related stress and builds advocacy for your business.

Contact us to learn more.

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Private: Perform

Want to be beyond ‘best in class’ but don’t have the figures to show it? Want to move there but don’t know how you stack up against your peers? Want to demonstrate to your customers, staff, and management you are ‘better than the rest’? Then participate in our industry benchmarking programs.

Industry Benchmarking and syndicated surveys

For over 15 years CSBA has conducted comprehensive customer service benchmarking programs for over 15 different industries ranging from banks, telcos and government. This measurement is recognised as the most accurate indicator of what matters to customers when contacting an organisation.

CSBA sponsors syndicated benchmarking surveys across a range of industries in partnership with industry associations and government bodies to promote performance, transparency and high standards of service.

State Government

CSBA in partnership with the National Customer Service Summit (NCSS) conducts a benchmarking program to understand, measure and improve their customer service across telephone, face to face and website.

Local Government and Utilities

CSBA holds a license for the Common Measurement Tool (CMT), a questionnaire developed by the Canadian Institute for Citizen-Centred Service. The tool measures service across all channels of service delivery (telephone, in person, web, mail, email). Councils and utilities in Australia are using this tool to compare their performance and to provide better value to their communities.

Superannuation Industry and Net Promoter Score (NPS) Index

For over 6 years CSBA has been conducting the Superannuation NPS program in conjunction with Fund Executives Association (FEAL) and the Melbourne Business School. The program provides an accurate independent measure of NPS that meets statutory reporting requirements as well as providing information to improve business operations to benefit members.

Tertiary Education Sector

CSBA conducts benchmarking for universities across Australia. In conjunction with the Association of Tertiary Education Management (ATEM), CSBA conducts a range of customer satisfaction and mystery shopping surveys to measure and identify drivers of student satisfaction and the processes that need to be improved.

Contact us to learn more.

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