At a cost of $ 59,350.00 over the next two years the General Manager of Eurobodalla Council, Catherine Dale, has contracted CSBA Customer Service Benchmarking Australia to monitor the performance of Council's contact centres using test calls, email monitoring and mystery shopping.
Council GM Catherine Dale says the benchmarking is an investment with demonstrated results
CSBA regularly review the response of more than 150 Australian entities in this manner, using our own in-house Field and Data Management Teams. Readers might remember that Council announced in March 2017 that Eurobodalla was judged the top Council in Australia for customer service general enquiries ahead of Blacktown City Council in second place and City of Perth in third. In truth it was only judged the top council of those client councils bench marked by CSBA and NOT compared to all 405 Councils across Australia. Each quarter CSBA assesses over 250 organisations Australia wide to provide the Customer Service Index giving awards by industry that includes Automotive, Banks – General, Banks – Loans, Energy, Housing Services, Insurance,Local Government, Superannuation, TAFE, Telecommunications and Water In the CSBA INDEX QUARTER 2 for 2016-17 the TOP CUSTOMER SERVICE PERFORMERS that Eurobodalla Council was 'competing' with were: 1.GWM Water 2.AAMI 3.Strathbogie Shire Council 4.Town Mosman Park 5.Hobart City Council 6.City of Yarra 7. Eurobodalla Shire Council 8.University of Western Australia 9.Coliban Water 10.Link Housing 11. Townsville City Council Council’s performance has progressively improved since the monitoring began in 2014. It was ranked 29th of participating councils at that time. Concerning however was that in the published 2017 CSBA local government rankings, Eurobodalla Shire Council fell from 1st place to 10th place out of a field of 35 participating councils in just a matter of three months. It is not known what ranking Council has now nor what the reasoning is to continue to maintain a Mystery Shopper contract at $59,350.00 over the next two years.
