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Customer Service Benchmarkers Launch in NZ

Customer Service Benchmarkers Launch in New Zealand

One of Australia’s leading Customer Experience research companies has launched its unique benchmarking service in New Zealand.

Established in Melbourne in 2000, Global Reviews objectively benchmarks the service levels that companies deliver to their customers, and counts many of Australia’s largest companies amongst its clients. Locally, Global Reviews already works with a range of organisations including Air New Zealand, HSBC, AUT, and Meridian Energy.

The official Global Reviews NZ launch function was held in Auckland, also home to the new Global Reviews office. As well as existing clients, a variety of industry leaders sent delegates to learn more about better servicing customers. These included Telecom, University of Auckland, BNZ, and Genesis Energy.

Air New Zealand has been working with Global Reviews for the past four years, objectively benchmarking their website experience, comparing it to other airline websites globally, and guiding improvement. “Our relationship with Global Reviews has enhanced our ability to provide a world class website” said Chris Myers, Air New Zealand’s Manager of Global Online Services. “The insight we gain through their customer experience measurement helps to develop our strategy of providing the ultimate online service to our customers.”

The event also saw the release of the latest Customer Experience Benchmark results for New Zealand banks. Global Reviews Director, Dr Adir Shiffman, spoke about the leading industry performers and delivered an overall evaluation of how well NZ banks are servicing their customers across website, phone and email channels.

According to Dr. Shiffman, New Zealand banks are well behind their Australian counterparts in terms of helping new customers via their websites. However, the call centre and email experiences delivered by New Zealand companies are in many cases well ahead of their Trans-Tasman counterparts. Overall, there is certainly an opportunity for locally-based banks to improve their customer service.

“There are pockets of outstanding experience, but the local banking industry is characterised by a lack of consistency in delivering quality service to customers”, said Dr. Shiffman

The Auckland office is being managed by Sarah Owen. Sarah has many years experience in the research industry, and previously worked for AC Nielsen.

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