Based at the University of South Australia Business School, CERM PI is a leader in customer service quality research, and operational management indicators in the sport and leisure, tourism and hospitality, and event industries. Our team of internationally recognised researchers work with local, national, and international clients to provide detailed analysis and reports based on service quality and operational management helping clients to develop and benefit from a culture of evidence based decisions for performance improvement.
Adam Luscombe General Manager SA Aquatic & Leisure Centre
Name and Founders
Gary Howat and Gary Crilley founded CERM PI over 25 years ago and steadily grew the venture to what is now a leading performance measurement and benchmarking entity servicing a variety of industries. The acronym was born out of the original Performance Indicators project at the Centre for Environmental and Recreation Management which has now been replaced by the Centre for Tourism and Leisure Management at UniSA. We have changed the meaning of the acronym to represent Customer Experience Research Metrics and Performance Indictors. However, we are widely referred to in industry, and will continue to be known as simply CERM PI.