Customer Service Quality




Our Customer Service Quality survey measures customers’ expectations compared to their perceptions of the facility or service’s actual performance in a range of dimensions such as: staff responsiveness, facility cleanliness, and value for money. Other measures include overall satisfaction, loyalty and customer benefits. We employ a relatively standardised survey across different facility types to allow for benchmarking criteria to be developed. However, we can also cater surveys to the specific needs of our clients. A detailed report is compiled for clients which can be used to make evidence based decisions for performance improvement.

How it works

Customers complete an online questionnaire answering a set of pre-programmed questions relating to service quality at your facility. This questionnaire can be accessed via a smartphone or a computer, or you can even use an existing tablet or set one up at your facility. Paper-based surveys can be organised at an additional cost.

The survey remains open for an agreed period at which time you have the option of a user log-in to access our system and track the real-time progress and level of responses to the survey. At survey completion we analyse the data and compile a detailed report outlining your customers’ perceptions of service quality at your facility which includes an indication of how your facility is performing against others in similar operating environments. You can also view this report through your optional user log-in or we can organise for a copy of the report to be sent to you.

*All data remains strictly confidential throughout the process and is subject to stringent University research ethics protocols. No facility’s performance data is identified during the benchmarking process.

"CERM PI has been providing an exceptional service to our facilities over a number of years. The CERM PI data we obtain through our annual surveys give us a valuable snapshot and insight from both our members perspective as well as providing an industry benchmark. CERM PI allows us to develop strategic solutions and best practice for our business and provides us with an opportunity to improve."
Gemma Mott Centre Manager Boroondara Sports Complex