success

stories

CSIa Certification &

CX Measurement

what they said

       They understand the needs and challenges of the public and private sectors. We couldn’t have done it without them.

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Therese Scalise

CX & Marketing, Yarra Trams

The Customer Experience Coach was engaged to provide professional services to Yarra Trams Customer Experience Team for two CX projects:

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The Projects

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  • Deliver a program of works to achieve CSIA certification against the International Customer Service Standard
     

  • Provide detailed business analysis determining customer expectations for each customer journey step to identify assessment and best practice methods of measurements (qualitative and quantitative)

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​The Outcomes

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  • CSIA Certification – our client achieved an industry best score and the project was completed in a record time of 10 months

  • Analysed past customer insights data to determine customer expectations for each customer journey step to identify assessment methods and measurements (qualitative and quantitative)