MYSTERY SHOPPING & BENCHMARKING PROGRAM FOR NETWORK …€¦ · MYSTERY SHOPPING & BENCHMARKING...

MYSTERY SHOPPING &

BENCHMARKING PROGRAM BENCHMARKING PROGRAM

FOR NETWORK MEMBERS

Providing Measurement & Improvement In Local Government Customer Service

2015-16 Quarterly Program Scope

• Background 2

• Objectives 3

• Methodology 4

• Deliverables 7

• Sample Reporting 8

• Timing 13

• Benefits of the Program 14

• Investment 15

• Appendices 16

A1. About CSBA

CONTENTS

A1. About CSBA

A2. Quality Commitment

A3. Standard Terms and Conditions

August 2015 | National Local Government Customer Service Network Inc1

As part of its ongoing commitment to provide members with access to valuable resources, the Network has partnered with CSBA to develop a quarterly mystery shopping and benchmarking program specifically for Network members.

This independent program provides members with a robust assessment of the current customer service experience provided by frontline staff and benchmarks this against the Local Government sector and best in sector performers. Assessments cover the key communication channels, including telephone, face to face, email and web.

In developing this program, Customer Service Benchmarking Australia (CSBA) draws on 17 years experience in successfully helping organisations across Australia, including a wide range of Councils, to understand, measure and improve Customer Service. In fact, CSBA currently partners with around 60 local government providers on a regular basis providing services such as mystery shopping & benchmarking, development of

BACKGROUND

government providers on a regular basis providing services such as mystery shopping & benchmarking, development of service standards and protocols, training, journey mapping, and customer service strategy support.

CSBA understands the performance challenges faced in an increasingly demanding and disruptive climate and is able to advise clients how to provide a consistent customer service experience across all channels and departments.


The objectives of the Network mystery shopping benchmarking program are to:

� Provide members with a cost-effective means by which to

develop an understanding of the current level of customer

service provided

� Establish an independent measure of the consistency of

customer service provided across channels including

telephone, email, face to face and via the web

� Provide a benchmark of performance against the Local

Government Sector and Best in Sector performers

� Provide a baseline measurement for members of the

OBJECTIVES

� Provide a baseline measurement for members of the

customer service currently provided

� Provide members with meaningful feedback and reporting.


CSBA conducts a quarterly mystery shopping benchmarking program for all participating Network members. The base standard approach includes telephone assessments of each participating Council’s customer service main line, while measurement of service delivered via other departments and sites or customer service channels such as face to face, email and website, is optional as outlined below;

• Telephone mystery shopping (standard):

– n=30 calls to one line (Council’s main customer service enquiries line)

• Face to face visits (optional): n=10 visits

– n=10 visits to one site (Council’s main customer service counter)

• Email (optional):

Approach

• Experienced CSBA mystery shoppers contact Council requesting information or assistance with general enquiries according to pre-defined scenarios

• Assessments are conducted during weekdays (within normal business hours)

• All assessments conducted in accordance with Australian Market & Social Research Society Guidelines

• CSBA will provide each participating Council with a dedicated Research Manager to oversee the program and ensure scenarios provide required outcomes

• CSBA recommends participants run the program at least once/ year to allow us to track performance and provide meaningful and timely feedback

METHODOLOGY

– n=10 email assessments to one address (Council’s main email enquiries)

• Website (optional):

– n=10 assessments of Council’s main site

• Assessments to additional phone lines, departments or sites may be included for an additional fee.

meaningful and timely feedback

• This information is then used, in direct discussion with each Council, to develop and implement steps toward achieving consistency and customer service excellence.


Mystery Shopping Scenarios

• CSBA has developed standard mystery shopping scenarios for the Local Government sector

• Scenarios are general in nature and reflect the typical nature of enquiries received by Councils

• It is important that scenarios are consistent for benchmarking purposes and while a degree of customisation of scenarios can be accommodated, this would incur an additional fee.

Measurement Criteria

• CSBA’s measurement criteria are well-established and comprehensively cover the metrics most critical to delivering customer service excellence and customer satisfaction

Criterion is objective based and frequent calibration is

METHODOLOGY (cont.)

Wait Time

Agent Manner

Greeting Skills

Enquiry Resolution

• Criterion is objective based and frequent calibration is conducted to ensure objectivity and consistency

• Standard measurement criteria cover the key areas of; Wait Time, Greeting Skills, Staff Manner, Enquiry Resolution Skills and Communication Skills

• Criteria are weighted according to their impact on customer satisfaction and calculated to provide index scores for Getting Through, Service Delivery and overall Customer Service

• For Telephone, mystery shoppers wait a maximum of four minutes to connect to an agent before the call is terminated, while in visits the maximum wait time is ten minutes. In Email assessments, a maximum of five working days is allowed for a response to be received before the enquiry is terminated.

• Any terminated assessments are considered unsuccessful and are included in the fieldwork data and costs


Communication Skills

Getting Through

Service Delivery

Benchmarking

A benchmark is a standard or point of reference against which performance may be compared. In CBSA reports, a Benchmark score will represent the highest result (i.e. best practice) achieved by a particular organisation, as well as the Benchmark (average) for the comparison Sector.

In some cases the Benchmark score is the lowest number (e.g. Connect Time and Unacceptable Manner). In other cases a Benchmark score does not apply (e.g. Businesslike Manner, which is part of Acceptable Manner, but not considered best practice ).

Performance differences of +/-5 points or more will be highlighted in the report results for comparative purposes.

Where possible performance differences are compared to the organisation’s previous results, however if previous results are

CSBA conducts mystery shopping telephone assessments across a range of industries in the private and public sector, such as Local Government, Tertiary, Banking and Finance, Superannuation and Telecommunications. We can provide a high quality, robust benchmark of customer service performance across 15 different industries.

CSBA will provide National Local Government Customer Service Network members with benchmark data for the Local Government Sector, Best in Sector, or other Sectors if required (and where applicable).

CSBA conducts face-to-face and email mystery shopping assessments across many organisations including a number of Councils throughout Australia. We will provide Network members with benchmark data for an appropriate Comparison Council for these channels if required (and where applicable).

METHODOLOGY (cont.)

Where possible performance differences are compared to the organisation’s previous results, however if previous results are not available, performance is compared to the Sector Average (or in the case of visits and email, a comparison organisation within the same sector). Where individual departments are measured, performance will be compared to the organisation’s overall total result.

CSBA has over 14 years of Customer Service Benchmark data for telephone enquiries from our ongoing mystery shopping benchmarking program which is conducted on a quarterly basis. CSBA’s Measurement Criteria is considered the leading standard industry wide and the robustness of our methodology is considered industry Best Practice.


CSBA will provide a detailed report covering the mystery shopping benchmarking, including:

• An executive summary

• Detailed analysis of performance for all measured criteria across each channel (telephone, email and face-to-face)

• Benchmark results against:

– the Local Government Sector, as well as Best in Sector for telephone; and

– comparative council provider for email and face to face visits

• Specific recommendations for customer service improvement that will lead to an enhanced customer experience

• Call Handling and Enquiry Resolution verbatim reporting.

DELIVERABLES

Additional reporting is available as outlined below and costing can be provided upon request:

• Detailed Call Centre Agent Reporting (CCR) showing the full results of each mystery shop in Excel – an excellent tool for training and coaching purposes.

• Call recordings supplied on disc (minimum n=20).


PerformanceCustomer Service Grid

SAMPLE REPORTING: PERFORMANCE SUMMARY

• Organisation X’s Overall Service Index of 146 was three points below last quarter (149), continuing a negative trend. This decline is mainly attributed to a fall in Service Delivery.

• Service Delivery fell by three points to 89, and is now slightly above the Sector Average (87).

• Getting Through increased slightly to 58, just behind the Sector Average of 61.

• Organisation Y led the Sector in Q2 with a Customer Service Index of 190; additionally they improved both their scores from last quarter (88 to 92 for Getting Through and 92 to 98 for Service Delivery).

Recommended Focus Points

• The placement of Organisation X on the Customer Service Grid is outside the preferred Satisfied Quadrant. In order to improve this placement, Organisation X could focus on further reducing the current lengthy Connect Time which is undermining the generally very good work of Agents in most calls. A connect time longer than the sector average is an added factor limiting Organisation X’s overall score and placement on the sector ranking.

• A Best Practice Agent manner that is Interested, Warm and Attentive should always be encouraged. While displaying a Businesslike/ Unemotional Manner is considered acceptable, it can negatively impact on other aspects of the interaction and is not considered Best Practice.

• Agents could also benefit from coaching in how to Develop Rapport with customers, which is closely linked to their Manner. Establishing a connection with the caller is important in building a rapport and allowing the caller to feel at ease.

8 August 2015 | National Local Government Customer Service Network Inc

Areas Doing Well

Areas For Improvement

• The Connect Time decreased by five seconds to 59 seconds.

• Greeting Skills saw an improvement to perfect scores for three measures; Organisation Name, Agent Name and Sign Off.

• All Agent Manner was Acceptable (100%).

Tot n of calls 100 100 N/A 810

Successful 99% 100% 100% 96%

Unsuccessful 1% 0% 0% 4%

Timed out 1% 0% 0% 3%

Voicemail 0% 0% 0% 1%

Engaged 0% 0% 0% 0%

Customer Service Index 146 142 179 146

Getting Through 58 54 87 59

Service Delivery 89 88 97 87

Connect Time (s) 59 73 12 58

Greeting Skills 99 96 100 88

Salutation 97 92 100 90

Organisation Name 100 98 100 94

Agent Name 100 100 100 99

Offer to Help 98 91 100 58

Sign off 100 99 100 98

Q2

2014-2015

Q3

2014-2015

Sector

Benchmark

Sector Average

Q3 2014-2015

SAMPLE REPORTING: DETAILED RESULTS


• Although all Agent Manner was acceptable, there has been a five-point increase in Agent Manner that is Businesslike/ Unemotional. Increasing the connection between Caller and Agent can positively impact other aspects of the service delivery.

• Developing Rapport was the lowest scoring measure for Communication Skills at 84%.

Sign off 100 99 100 98

Agent Manner 100 100 100 99

Interested / Warm / Attentive 80 81 100 88

Businesslike / Unemotional 20 19 - 12

Uninterested / Curt 0 0 0 0

Too Laidback / Easygoing 0 0 0 0

Enquiry Resolution Skills 97 95 100 94

Probed / Clarified Needs 95 97 100 96

Showed Good Product Knowledge 98 99 100 97

Clearly Resolved Enquiry 99 90 100 91

Communication Skills 95 95 99 96

Matched Rate of Speech 95 96 100 96

Correct Grammar 100 100 100 100

Patient / Tolerant 96 95 100 96

Avoided Interrupting 95 98 100 94

Developed Rapport 84 85 100 90

Avoided Silence / Maintained Contact 94 88 97 93

Projected Confidence 97 96 100 97

Avoided Slang / Jargon 99 99 100 98


SAMPLE REPORTING: SCATTERGRAM OF CALLS

• The individual call performance grid shows the distribution of all

calls made to Council B.

• 30% of calls are placed in the Dissatisfied quadrant where both

Getting Through and Service Delivery have room for improvement.

• There was a wide range of variation in both Getting Through and

Service Delivery. Despite most calls (81%) scoring 75 or more on

Service Delivery with 69% achieving a perfect score, 19% of calls

showed a moderate score of 55%, driven especially by the use of

Businesslike/ Unemotional Manner.

• Even though all the calls connected successfully, the lengthy

Connect Times are part of the reason why no individual call was

placed in the Satisfied quadrant. In addition to this, the IVR takes

time for customers to navigate which is also a contributing factor. time for customers to navigate which is also a contributing factor.


Areas Doing Well


• Agents responded top emails quickly, with the shortest time being only 14 minutes and the longest being just under seven hours.

• Relevant subject line always formed part of the email Reponses and Consistent font size and type was used every time.

• In only one email was the criteria for Clearly Resolved Enquiry not fully met (as the agents asked for further information to resolve the query). Agents should be commended for this achievement.

SAMPLE REPORTING: EMAIL


• Only six of ten emails used a proper Salutation when responding back to the customer.

• Acknowledgement and personalisation was not consistent in all emails, sometimes giving the impression that information was cut and pasted.

• There was a high instance of Agent Manner being rated as Businesslike/ Unemotional. Agents should be reminded to convey a warm tone in all email interactions.

• Minor grammatical inconsistencies were present in some emails. Remind Agents to run a spell check and proof read emails before sending them.

Notes:

(1) Due to rounding of decimal places, component values may not match the total value or equal to 100%.

(2) Results are compared to the Overall result and deviations of five or more are noted.


Areas Doing Well


• There was a short average wait time at Department 1 with no individual wait time over 20 seconds.

• All Agents used Appropriate Body Language and Showed Good Product Knowledge when interacting with customers.

• Agent Manner at Department 1 was flawless.

• All Agents at Department 1 successfully Probed/ Clarified Needs.

• Communication Skills were strong at Department 1, with five of seven criteria consistently met.

SAMPLE REPORTING: VISITS

Department 1Comparison

Council

Total number of visits 5 10 10

Successful 100% 100% 100%

Unsuccessful 0% 0% 0%

Customer Service Index 187 170 176

Getting Through 95 86 82

Service Delivery 93 84 93

Connecting

Average Wait Time (secs) 16 156 140

Staff Visible & Attentive (%) 90 90 90

Environment 83 88 78

Clear Signage 80 80 85

Brochures Full 80 85 65

Neat & Tidy Area 90 100 85

Greeting Skills 85 98 88

Salutation 40 90 60

Appropriate Body Language 100 100 100

Non Verbal Contact 100 100 90

Name Badge 70 25 55

Council Total


• The average wait time at Department 1 was longer than four minutes, with an individual wait time of 11 minutes recorded.

• One Agent at Department 1 displayed a manner classified as Businesslike/ Unemotional. Remind Agents to always exhibit a Best Practice Agent Manner that is Interested, Warm and Attentive.

• Name Badges were used sporadically at both campuses and a uniform was not always worn which can negatively impact the professional appearance of Agents.

Name Badge 70 25 55

Uniform 60 20 60

Neat & Tidy Appearance 100 100 100

Agent Manner 82 81 91

Interested / Warm / Attentive 80 80 90

Businesslike / Unemotional 20 10 10

Uninterested / Curt 0 0 0

Too Laidback / Easygoing 0 10 0

Enquiry Resolution Skills 93 87 95

Probed / Clarified Needs 80 80 90

Showed Good Product Knowledge 100 90 100

Clearly Resolved Enquiry 100 90 95

Communication Skills 96 91 96

Matched Rate of Speech 100 80 100

Correct Grammar 100 100 100

Avoided Interrupting 100 90 100

Developed Rapport 80 80 90

Avoided Silence / Maintained Contact 90 100 85

Projected Confidence 100 90 100

Avoided Slang / Jargon 100 100 100

Notes:

(1) Due to rounding of decimal places, component values may not match the total value or equal to 100%.

(2) Results are compared to the Overall result and deviations of five or more are noted.


CSBA conducts mystery shopping programs on an ongoing quarterly basis. Fieldwork covers a 10-week period, however participants have ability to join at later intervals.

Members have the option of participating on an ongoing quarterly basis or opting in for single or multiple quarters at various intervals throughout the year.

TIMING

PROJECT STAGEQuarter Two

2015-16Quarter Three

2015-16Quarter Four

2015-16Quarter One

2016-17

Participation confirmed24TH August – 18th

September 201530th November – 12th

December 20159thMarch – 1st April

2016June 2016

CSBA conducts fieldwork21st September –20th November 2015

11th January – 11th

March 20164th April – 10th June

2016July – September

2016

CSBA conducts data analysis and develops reporting

3rd December 2015 24thMarch 2016 30th June 2016 October 2016


and develops reporting3 December 2015 24 March 2016 30 June 2016 October 2016

CSBA delivers quarterly mystery shopping report

23rd December 2015 15th April 2016 8th July 2016End October

2016

Our clients experience direct results from our mystery shopping benchmarking programs, including:

• A clear, robust assessment of the current service experience customers are receiving from frontline team members

• A reduced number of repeat enquiries and complaints received

• A clear picture of what great service looks like and an effective way to measure and improve

• An ability to understand what is required to deliver a consistent service experience across all channels and touch points

• Immediate improvement in customer satisfaction

• Increased employee satisfaction, through independent

BENEFITS OF THE PROGRAM

• Increased employee satisfaction, through independent feedback

• A platform on which to build a customer focus and service ethos across all touch points of the organisation

The end result is an excellent return on investment.


CSBA is offering special discounted rates to all Network members participating in the standard quarterly mystery shopping program.

Following is an outline of the investment options; the more participants involved each quarter, the better the quarterly rate. Likewise,

members will receive further discounts for participation in multiple quarters in the same year.

INVESTMENT

NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK NATIONAL LOCAL GOVERNMENT CUSTOMER SERVICE NETWORK –––– MYSTERY SHOPPING PROGRAM MYSTERY SHOPPING PROGRAM MYSTERY SHOPPING PROGRAM MYSTERY SHOPPING PROGRAM

Comprehensive Mystery Shopping & Benchmarking program covering;Number of Participating Number of Participating Number of Participating Number of Participating

MembersMembersMembersMembers

Price $ (exc. GST)

One QuarterOne QuarterOne QuarterOne Quarter Two QuartersTwo QuartersTwo QuartersTwo Quarters Four QuartersFour QuartersFour QuartersFour Quarters

TELEPHONE (standard);

� N=30 calls to one line

� Standard Local Government scenarios

� Standard CSBA measurement criteria

� Project Management

� Reporting of Results

1-4 participants

5-9 participants

10+ participants

$4,200

$3,950

$3,700

$7,980

$7,505

$7,030

$14,280

$13,430

$12,580


� Reporting of Results 10+ participants $3,700 $7,030 $12,580

FACE TO FACE (optional);

� N=10 visits to one site (metro)

� N=10 visits to one site (regional)

$3,000

$4,000

EMAIL (optional);

� N=10 emails to one address $1,200

WEBSITE (optional);

� N=10 assessments $1,200

EXTRAS

� Excel report detailing ratings of individual assessment (per channel)

� Telephone call recordings supplied on disc ($20 each, minimum n=10 calls)

+ $500

+ $600

APPENDICES

• Brings over 17 years’ experience helping organisations on a regular basis to improve customer service – from front line to the executive team.

• Help companies in over 16 industry sectors improve their value and reputation by providing services across four lines of business.

• Understands the performance challenges faced in an increasingly demanding and competitive, disruptive climate

• Advise our clients how to provide a consistent customer service experience across all channels and departments.

• Committed to helping our clients:

– Understand their performance challenge and risks of not meeting customers’ expectations.

– Measure and track their customer service and experience.

CSBA BUSINESS AREAS

A1. ABOUT CSBA

Customer Service Research and Analysis

Customer Service Training and Protocols

– Measure and track their customer service and experience.

– Improve their customers’ experience.

– Perform against their peers and other service providers.


Strategy and Business Improvement

Industry Benchmarking

CSBA’s quality process is the best in the industry. With a focus on quality, our Field and Data Management Teams are in-house. We have a series of regular quality control measures in place to ensure that the quality of fieldwork, data and reporting is of the highest standard.

A2. QUALITY COMMITMENT

REPORTING

CSBA‘s team of experienced report writers are subject to a detailed Quality Assurance Process including:

• Report briefing sessions.

• Ongoing training feedback sessions.

• Data, spelling and grammar checks of all reports.

DATA

CSBA has an experienced team of data analysts who provide regular reporting on data quality and accuracy including:

• Exception reporting.

• Replacing unacceptable calls/surveys.

• Detailed checklists of all data outputs.

FIELDWORK

Our fieldwork supervisors conduct a series of weekly and monthly quality assurance measures including:

• All calls made onsite and are able to be recorded for quality assurance purposes.

• Monitoring recorded calls per month.

• Monthly reporting on data accuracy and possible issues.

• All data records are checked for validation for all Mystery Shopping projects.

• Weekly reporting on quotas, average Mystery Shopping ratings, and strike rates.

• Regular Mystery Shopping and External Quality Assurance calibration sessions.


A3. TERMS & CONDITIONS (1 OF 2)

1. VALIDITY OF PROPOSALS

1.1 All proposals are open to acceptance for a period of three months from the date of issue, unless a different time limit is stated. If the fieldwork or other major first stage of the project does not begin within that period the proposals will be subject to reappraisal and the fees may be altered.

1.2 The contents of the proposal, including the particular methodology proposed, and the price, are confidential to the client and shall not be disclosed to third parties. The copyright in the proposal document shall be deemed to be vested in CSBA.

1.3 Pricing is based on expectations and instructions as set out in supplied proposal/production instruction sheet at time of set-up. Any additional edits or modifications may incur an additional cost - this applies to questionnaire, timelines or outputs that cause Fieldwork to be delayed in any way.

1.4 Should sample quality or quantity not be adequate to enable fieldwork to achieve agreed quotas within the set timelines may result in an additional cost.

2. COPYRIGHT

2.1 The copyright in the content of a research report shall be deemed to be vested in the client.

2.2 Prior agreement should be established with Customer Service Benchmarking Australia Pty Ltd (CSBA) of the content of publication from the survey and must acknowledge CSBA as the source of the information.

2.3 The copyright for the design of any research project, proposal, questionnaire or presentation provided by CSBA is vested in CSBA.

2.4 The Client acknowledges that any or all of the Intellectual Property rights used in any research project or part thereof remains the property of CSBA.

3. SURVEY RECORDS

3.1 Completed questionnaires and computer storage prepared from them shall, unless otherwise specified, remain the property of CSBA. In accordance with Market Research Society of Australia practice, the questionnaires will normally be destroyed after the expiry of two years from the date of provision of the final computer tabulations; the data held on computer storage will normally also be deleted after the two years.

3.2 The client, however, may on request and at his/her own expense have copies of the above mentioned materials, subject to the requirements of the Code of Professional Behaviour of Market Research Society of Australia respecting the confidentiality of information obtained from, and the identity of, survey respondents in compliance with the Behaviour of Market Research Society of Australia respecting the confidentiality of information obtained from, and the identity of, survey respondents in compliance with the Australian Privacy Principles (APPs).

3.3 Data security practices and procedures (including encryption, firewalls, restricted access and regular password changes, anti-virus software and backups to be stored securely in a separate location) are implemented in compliance with APP 11, 12, 13.

4. FORCE MAJEURE

4.1 CSBA will do its utmost to deliver the survey report in accordance with the timing quoted in the proposal, but shall not be held liable for delays or other failure to perform its obligations occasioned by factors outside its control (including, by way of example only, postal or other communication delays, industrial disputes, fire or accident, governmental act or natural catastrophe).

5. ACCURACY

5.1 The client shall recognise that figures contained in the report are estimates derived from sample surveys carried out in accordance with accepted market research methods and as such are subject to limits of statistical error.

5.2 CSBA shall use its best endeavours to ensure the accuracy of the report but does not warrant the accuracy of any data provided, nor does it accept responsibility for any error contained in or any omission from the report or any loss direct or consequential arising there from.

6. TEST MATERIAL INDEMNITY

6.1 In the event that CSBA shall be commissioned to conduct a survey requiring respondents to examine, use or consume any materials including, by way of example only, food, drink or medications, the client shall indemnify CSBA against any action by anyone relating to the description, presentation, use or consumption of these materials, whether or not the client is the manufacturer, distributor or agent for such materials.


7. TERMS OF PAYMENT

7.1 The proposal sets out the costs that are included in the fees charged to the client and those not included which will be charged at cost directly to the client.

7.2 GST is excluded from the fees for the research but always shown separately on all invoices.

7.3 Unless stated to the contrary in the proposal the fee for the project shall normally be payable in two instalments as follows; 60% on the date of acceptance of the proposal and 40% on delivery of the final document.

Please note that CSBA trading terms are thirty (30) days and we would appreciate your co-operation in this matter.

7.4 Should the client or his agent cause delays in fieldwork then a charge for the costs of the delay is chargeable.

7.5 Should the client cancel a survey after it has been commissioned, the client will be liable to pay that proportion of the agreed fee that covers all work carried out and expenses incurred and financial commitments entered into by CSBA subsequent to the date of commissioning.

8. ENTIRE CONTRACT

8.1 Any alterations to the specifications, as laid out in the proposal, will not be made to the contract unless proposed in writing by the party requesting the amendment and accepted in writing by the other party. These terms, together with the proposal and its acceptance, and to the extent that it is not modified by parts C & D of the code of professional behaviour of the AMSRS, shall constitute the entire contract between CSBA and COMPANY.

8.2 CSBA conducts research in accordance with the codes of practice of the AMSRS and ESOMAR.

8.3 CSBA reserves the right to use tried and tested partners for fieldwork and data analysis as appropriate.

9. FREEDOM OF INFORMATION ACT

9.1 Intention is drawn to the provisions of Sections 43 and 45 of the Freedom of Information Act 1982 (Victoria).

9.2 The information contained in this proposal (and in any report which may derive from this proposal) is submitted in confidence to the client and comprises information of commercial and financial business of CSBA, the disclosure which would adversely affect CSBA in respect to its lawful business, commercial and financial affairs.

A3. TERMS & CONDITIONS (2 OF 2)

10 CONFIDENTIALITY AND PRIVACY

10.1 CSBA respects and upholds privacy rights under the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). CSBA also adheres to the Privacy (Market and Social Research) Code 2014 (“Code”). For more information, please visit our website: www.csba.com.au/privacy_policy

10.2 In the event CSBA obtained contact details from a client commissioning a study, CSBA assumes that prior consent was given by the individual to the client. CSBA assume no responsibility in the resulting events of dispute regarding consent and privacy. The client list will only be used for the intended study.

10.3 Each party must keep all information obtained pursuant to this contract confidential and shall only use such information to fulfil its obligations under this contract.

10.4 By accepting this proposal, you agree to CSBA publicly identifying your organisation in the event of your organisation being ranked as one of the top three performers in the benchmarking program. If you do not wish for this to happen, you must explicitly notify CSBA in writing at the time of accepting this proposal.

10.5 By accepting this proposal, you agree to CSBA recording all mystery shopping calls for quality control and training purposes. If you do not wish for this to happen, you must explicitly notify CSBA in writing at the time of accepting this proposal.

11 COMMENCEMENT/TERMINATION

11.1 This contract commences on the _____day of _____and shall continue until formally terminated in writing. If there is no breach of the contract the contract can be terminated upon 90 days notice in writing. If there is a breach of the contract then the contract may be terminated provided notice of default is first given of the breach to the defaulting party and such breach remains unremedied for 10 days after receipt of such notice.


The Customer

Service

Specialists

WE ARE CSBA

Creating customer centric business is our business.

Our passion is to understand, measure and improve customer service in order to help your organisation be more successful.

We do this by understanding the strategies, aspirations and the performance our clients want to achieve. We then develop programs, conduct research, measure and assess performance and provide training to enable our clients to deliver outstanding service.

Sam Monteath

www.csba.com.au

Sam Monteath

Senior Account Manager

[email protected]

m: 0417 444 227

MYSTERY SHOPPING & BENCHMARKING PROGRAM FOR NETWORK …€¦ · MYSTERY SHOPPING & BENCHMARKING...

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