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.
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:
The Projects
-
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)
The Outcomes
-
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)