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2013 Award Winners

2013 Australian Service Excellence Award Winners

In recognition of being Australia’s leading service providers, organisations and individuals were awarded Australia’s most prestigious customer service awards at the 12th Annual Australian Service Excellence Awards held at the Crown Palladium Melbourne on Wednesday 9 October 2013. The Awards were hosted by our nation’s peak customer service association, the Customer Service Institute of Australia (CSIA), and were hosted by Bridie Barry of SKY NEWS Business and CSIA’s Executive Director, Brett Whitford.

The winners are chosen from a field of Australia’s top and most successful customer service organisations. CSIA Executive Director, Brett Whitford, said that customer expectations are continuing to rise. “The wider business community is becoming increasingly aware of the value and role that customer service plays in achieving business success,” he said. “The area of service provision is arguably the most critical determinant of success for many Australian organisations.”

Focusing on customer expectations, this year saw the introduction of the ‘ESi’s – or the Ease of Doing Business Service Index Awards. The ‘ESi’ awards are solely based on the customer experience and determined by customer feedback. The ‘ESi’s are awarded based on the results of the nationally representative Annual Easy Service Survey of 3,000+ consumers, in which participants were questioned about the overall ease of doing business with organisations. The questionnaire explored a total of 22 different product and service categories.

Download Media Release2013 Australian Service Excellence Awards & Winners, 9 October 2013

 

A full list of national winners presented with their awards on Wednesday night appears below:

National Small Business – Winner – CENTORRINO Technologies

National Medium Business – Winner – Melbourne Airport

National Customer Charter – Winner – Signet Pty Ltd

National Training Excellence – Winner – ISS Facility Services

National State and Federal Government – Winner – Sydney Water

National Service Excellence in a Service Desk/Help Desk – Winner – Hewlett-Packard Australia, Enterprise Services – Adelaide Service Desk

National Service Excellence in a Contact Centre – Winner – Telstra Network Applications & Services – Customer Service Centre & ITIL Direct Services

National Not-for-Profit – Winner – HCF (The Hospitals Contribution Fund of Australia Limited)

National Service Excellence in a Business Unit (over 100 employees) - Winner – Telstra – Connect@717

National Service Excellence in a Business Unit (under 100 employees) – Winner - Remunerator – Customer Service Division

National Large Business – Winner – iiNet

National Division of a Large Business (over 100 employees) - Winner – American Express Australia – Customer Care Centre, Australia and New Zealand

Division of a Large Business (under 100 employees) – Winner - BT Financial Group – Private Office Services, Private Wealth

National Service Excellence in a Business Unit (over 100 employees) – Winner – Telstra – Connect@717

National Service Excellence in a Business Unit (under 100 employees) – Winner – Remunerator – Customer Service Division

National Customer Service Professional of the Year – Winner – Danielle Evans – American Express Australia Pty Ltd

National Contact Centre Manager of the Year – Winner – Kathie O’Reilly – Telstra

National Customer Service Manager of the Year – Winner – Paul Sheehan – National Australia Bank – MLC

National Customer Service Advocate of the Year – Winner – Sharie Harrold – ISS Facility Services

National Customer Experience Executive of the Year – Winner – Marisa Marconi – BT Private Wealth

National Customer Service Executive of the Year – Winner – Greg Gately – ISS Facility Services

National Customer Service Leader of the Year – Winner – Tariq Hashimi – ISS Facility Services

National Customer Service CEO of the Year – Winner – Chris Rusden – Hertz

National Customer Service CEO of the Year (Public) – Winner – Theo Taifalos – V/Line

Certified Customer Service Professional of the Year – Winner – Adriana Saw – ANZ

Customer Focussed Politician of the Year – Winner - Barry O’Farrell MP

National Customer Service Team of the Year – Winner – Spirit of the Outback First Class Team – Onboard Service – Queensland Rail

National Customer Service Project of the Year – Winner – NBN Launch Team – Telstra Wholesale

National Customer Service Project of the Year – Winner – iiStore – Customer Experience Centre – iiNet

Certified Customer Service Organisation 2013 – Winner – Telstra Operations

End-to-End Product Certification 2013 – Winner – ANZ Australia Mortgages

Australian Service Excellence Awards Best of the Best 2013 – Winner – HCF (The Hospitals Contribution Fund of Australia Limited)

The ESi Awards:

ESi Award – Everyday Banking – Winner – NAB

ESi Award – Home Loans – Winner – ING Direct

ESi Award – Superannuation – Winner – REST Industry Super

ESi Award – Home Insurance – Winner – Apia

ESi Award – Motor Insurance – Winner – Youi

ESi Award – Health Insurance – Winner – HCF

ESi Award – Gas Supplier – Winner – Elgas

ESi Award – Electricity Supplier – Winner – Synergy

ESi Award – Water Supplier – Winner – Water Corporation

ESi Award – Mobile Phone Services – Winner – Optus

ESi Award – Internet Service Provider – Winner – iiNet

ESi Award – Domestic Airline – Winner – Virgin Australia

ESi Award – Car Rentals – Winner – Thrifty

ESi Award – Roadside Assistance – Winner – RACQ

ESi Award – Transport – Trains – Winner – V/Line

ESi Award – Transport – Buses – Winner – Translink

ESi Award – Retail – Winner – ALDI

ESi Award – Government – Winner – ATO