With most Australians able to choose their own superannuation fund, customer satisfaction and advocacy are major drivers of fund competitiveness and amongst the KPI’s 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 programs in the country.
The program involves benchmarking customer satisfaction across approximately 35 superfunds in Australia, using Net Promoter Score (NPS), Satisfaction and Ease as the key metrics. The benchmarking insights are then presented at an interactive forum for funds held at Melbourne Business School. The survey is conducted with members and employers twice a year in February and July.
Register to participate in the July program by downloading a registration form, if you have any questions or would like to know more, contact David Laffin, Research Director, Finance, via email firstname.lastname@example.org or call 03 9605 4900.
Creating Customer Centric Business is our Business
Our passion is to understand, measure and improve customer service and experience in order to help our clients be more successful.
We do this by understanding our clients’ strategies and aspirations and the performance our clients want to achieve. We then develop programs, conduct customer research, measure and assess performance and provide training to enable our clients to deliver outstanding service.