CSBA conducts comprehensive customer service ‘benchmarking’ programs across a range of utility retailers and distributors. This benchmarking is recognised as the most accurate measurement for capturing what matters to customers when contacting an organisation. We also help design processes and communications when utilities providers need to contact customers (e.g. for unplanned or planned maintenance)!
CSBA sponsors syndicated benchmarking surveys in partnership with industry associations and government bodies to promote performance, transparency and high standards of service. For example, we work closely with the Australian Energy Regulator (AER) to develop industry wide benchmarks. A similar water industry study is also underway, with the top water companies reporting into the regulatory industry body WSAA. We know utilities, how they work, what customers are looking for and what utilities need to do to improve customer satisfaction.