CSBA Federation Housing Benchmarking Program

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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