Australian National University is ranked #1 according to the January 2023 SenseCX Benchmark results, which compared the performance of 204 Australian companies from seven sectors.

SenseCX is CSBA’s Quality Assurance framework that measures the quality of customer interactions with organisations, based on three factors – Success, Ease and Sentiment.

Between January and December 2022, CSBA specialists made 11,038 independent assessments using 31 key customer-focused behaviours for each anonymous telephone conversation.

Only the best performers are getting better

The trend has continued, as in the last three years, where only the best performers experienced growth and improvement. Meanwhile, those in the middle and bottom are stagnating.

The tertiary education sector also continued its standing as the best performing sector overall, with all its top 5 performers scoring an overall ranking over 79%.

Tertiary education providers dominated the top 3 positions, with Australian National University (#1), Holmesglen Institute of TAFE (#2) and Deakin University (#3). In fact, 5 of the top 10 overall performers were from the tertiary education sector.

So, what are tertiary education providers doing right? The answer is simple – ACTION.

Time for action

Managing Director of CSBA, Paul van Veenendaal, said the tertiary education sector was embracing the power of best practice customer interactions, and reaping its rewards.

“Our research continues to show that customer expectations are rising quickly. And the threat of getting left behind is real without a continuous cycle of analysis and improvement,” he said.

“If you’re not listening to your customers through the lens of a best practice quality framework, you won’t be able to help your team enhance the experience they offer your customers. And that could mean, falling short on meeting their ever-evolving expectations.”

Here are the Top 10 performers overall and the Top 5 by sector.

For more information on the SenseCX program, email narelle.warburton@csba.com.au

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