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EVIDENCE BASED REASONING to support:


A Better Service For The Customer (improved customer service)

  • Improved customer focus through consultation
  • Improved understanding of customer access requirements
  • Improved access based on customer preferences
  • Improves the customers' perception of the service
  • Improves ‘right first time’ service delivery

A Better Deal For The Taxpayer (improved efficiency)

  • Reduces the costs of avoidable contact
  • Reduces the costs of manually collating and reporting customer satisfaction and transaction data
  • Improved efficiency savings through channel optimisation
  • Enables more efficient deployment of other consultation resources, with the potential to reduce the cost of these activities
  • Supports “right first time” service delivery and reduces the costs associated with rework
  • Reduces the costs of dealing with complaints
  • Informs the channel migration strategy and the shift to less expensive access channels
  • Improves resource planning

A Better Deal For The Organisation

  • Improved operational decision making
  • Improves resource capacity planning
  • Raises the profile of customer services within the organisation
  • Develops employee customer care competencies
  • Helps identify root cause problems
  • Understanding Customer perception of service & measurement against service standards
  • Helps identify opportunities for shared services
  • Facilitates learning and sharing of information through regional and national benchmarking