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.