CSBA recognise the importance of training and professional development in the workplace. Our events are held Australia wide, across all industries and encompass specialised training, seminars and workshops in customer service and satisfaction, for customer service professionals.

CMT Local Government Customer Satisfaction Syndicated Program

Common Measurement Tool (CMT) is a syndicated research program designed to collect feedback relating to service for any level of government and can be conducted across all channels of service delivery.

Recent government pressures has meant that there is now more pressure than ever to demonstrate service improvement and increasing value.

In order to understand what to focus on and where to prioritise, over 20 councils across Australia have subscribed to the CSBA CMT measurement program for Local Government.  The program provides real customer feedback on what is important, where to focus attention and where to get information on who is doing it better.

Three key measures that drive value and the strategy for Councils are:

  • Overall satisfaction with the entire experienceHow satisfied were you with the entire experience with the council?
  • First Call ResolutionHow many phone calls/ contacts did you make?
  • Ease of Doing Business – How easy was it to have your query resolved?

Find out if you have the right measures in place to develop a customer experience strategy with a clear focus on ease of doing business by participating in the next CMT program commencing in August 2017.

Download a copy of the 2017 prospectus here.

Registration form is available here.

For further information please contact Ann Gedye on 03 9605 4900.


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FEAL Customer Experience Benchmarking Program for Superannuation Funds

With most Australian able to choose their own superannuation fund, customer satisfaction is a major driver of fund competitiveness and a KPI for most fund managers.

For the last 8 years CSBA has been conducting a Customer Experience Benchmarking Program for the superannuation industry in Australia.  Conducted in conjunction with Melbourne Business School (Associate Professor Don O’Sullivan) and the Fund Executives Association Limited (FEAL), this is one of the largest financial services benchmarking tools in the country. The program involves benchmarking customer satisfaction across approximately 35 superfunds in Australia, using Net Promoter Score as the key metric. The resultant benchmarking report is then presented at an interactive forum for funds held at Melbourne Business School. The forum participants are provided with leading edge analysis and actionable insights they can use  to improve performance rankings and KPI’s. The survey is conducted with members and employers twice a year in February and July.

To participate in the next survey in July 2017 please contact David Laffin on 03 9605 4900

Program overview

Program registration – July 2017

For all enquiries, please contact David Laffin, Research Director, Finance, CSBA

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National Local Government Customer Service Network Program

With customer service reported on to ratepayers on a regular basis, independent benchmarking and rigourous improvement are a key part of any successful local government service program. CSBA has been measuring, reporting on and recommending improvements to customer service for more than 250 organisations over the past 15 years.

Focusing exclusively on customer service and how it relates to customer satisfaction and loyalty for more than a decade, CSBA has a wealth of experience and knowledge to share with members of the National Local Government Customer Service Network.

Members now have the opportunity to participate in a quarterly mystery shopping benchmarking program run by CSBA specifically for the  Network.

Benefits of the program include:

  • A cost effective and proven method of understanding the level of customer service provided by your organisation, identifying strengths and opportunities for improvement
  • A clear picture of how the current service experience varies across key communication channels
  • An understanding of what best in class service looks like and what is required to achieve it
  • A reduced number of repeat enquiries and complaints
  • An independent resource to inform the wider organisation; demonstrating performance on critical metrics and illustrating where resources or support is required
  • Improvement in customer satisfaction and employee satisfaction through independent feedback
  • Synergy within the organisation as departments work together to develop a culture of customer service

Please click to here to download a copy of the registration form and here to register online.

If you have any questions, regarding the program, please contact Research Director, Local Government, Warren Reid.


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CSBA Federation Housing Benchmarking Program

CSBA have a proven record of success in this field, employing unique and effective methodologies while staying firmly aligned with the values and aspirations of their clients.

What is included in The Federation Benchmarking program?

  • Detailed report about your customer service performance
  • Comparative analysis within the Housing Provider sector
  • Recommendations to improve customer service

We greatly look forward to engaging all Housing Associations with CSBA’s program and achieving positive and sustainable improvements.

“Over recent years, FACS Housing has worked closely with CSBA to improve customer experience for FACS Housing tenants. When FACS Housing and CSBA presented a case study on business improvements from our CSBA Service Quality Benchmarking program at the National Housing Conference, we set a challenging goal to involve our customers (tenants) in future service quality assessments. FACS Housing and CSBA then set about designing an innovative program which involved CSBA recruiting, training and employing tenants to provide feedback on their experience during interactions with FACS Housing. David and the CSBA team were highly committed and flexible in developing and implementing the program, which provided FACS Housing with unique insights into tenant experience and perceptions about FACS Housing. We look forward to conducting similar customer experience improvement programs with CSBA in the future.”

Director, Customer Service and Business Improvement and Housing Connect, NSW Department of Family & Community Services, Housing Services

For further information please contact David Laffin, Research Director on 03 9605 4900 or download further information here.

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