Top 10 Customer Service Providers

Each quarter CSBA assesses over 250 organisations to provide the Customer Service Index. The top performers per quarter are listed via industry and overall. But what does this mean and how do we come up with the top performer each quarter ?

CSBA’s Customer Service Index is calculated using the Customer Service Grid. The Customer Service Grid assesses an organisation’s performance based on a customer’s overall experience from when they are searching for information to ultimately having their enquiry resolved.

 

CSBA INDEX
QUARTER 2, 2016-17

TOP CUSTOMER SERVICE PERFORMERS
1. GWM Water
2. AAMI
3. Strathbogie Shire Council
4. Town Mosman Park
5. Hobart City Council
6. City of Yarra
Eurobodalla Shire Council
8. University of Western Australia
Coliban Water
10. Link Housing
Townsville City Council
TOP CUSTOMER SERVICE PERFORMERS BY INDUSTRY
1. Automotive Nissan
2. Banks – General ING Direct
3. Banks – Loans NAB
Home Loans
4. Energy ActewAGL
5. Housing Services Link Housing
6. Insurance AAMI
7. Local Government Strathbogie Shire Council
8. Superannuation Colonial First State First Choice Superannuation Trust
9. TAFE Chisolm
10. Telecommunications  Virgin Mobile
11. Tenancy Authority NSW Fair Trading Tenancies
12. University University of Western Australia
13. Water GWM Water

If you are assessing or reviewing your customer service to monitor and improve performance, CSBA’s quarterly customer service benchmarking assessment can provide an independent validation of your internal assessment of the customer experience as well as benchmarking you against others. It generates specific, objective feedback you can use to reward and reinforce great performance as well as practical insights you can implement  to improve the customer experience. Enrolments for the next quarter are open now so if your team could your team benefit from external feedback, contact CSBA to find out.