FEAL Customer Experience Benchmarking Program for Superannuation Funds

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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