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