Posts Tagged 'awards'

Championing great customer service

The national peak body for excellence in customer service, the Customer Service Institute of Australia (CSIA), has awarded Smartsalary the highest audit score it that has ever given any organisation… indeed, for the third consecutive year.

Awards 2017

For the third year running, we’ve achieved the highest score in CSIA history.

The CSIA uses the International Customer Service Standard (ICSS: 2015-2020), a framework that assesses an organisations level of maturity when it comes to implementing customer focus in its service delivery system. CSIA CEO Anouche Newman says, “as a longstanding Certified Customer Service Organisation, Smartsalary has successfully implemented the ICSS framework into its BAU operations, and they should be delighted with the score, a result of a systemic and determined effort to turn attention towards the customer in all it does.”

Providing great service is one thing but maintaining it to a high standard, and improving year on year, shows just how committed the team is to continuous improvement, and also, of course, to delivering the sort of service our customers have come to expect.

The ultimate winners are our customers

If you’re a regular reader of my blog, you’ll know that everything we do here at Smartgroup is about our customers and giving them the easiest salary packaging and novated car leasing experience possible. Last week at the Australian Service Industry Awards in Melbourne, that focus and work was recognised when we picked up four awards:

  • 2015 NSW Winner — Medium Business
  • 2015 NSW Winner — Customer Charter
  • 2015 National – Highly Commended — Medium Business
  • 2015 National – Highly Commended — Customer Charter

As you can imagine, we’re delighted!

Smartsalary has been accredited by the Customer Service Institute of Australia (CSIA) since 2008 and we’ve worked to ensure we improve our score every year. After a rigorous judging process, we were awarded a score of 8.44. We were advised by the CSIA that not only is Smartsalary one of only four companies ever to achieve an aggregate score of over 8.0, but we were also advised that we received more 9+ scores for individual attributes than any company in the history of the CSIA!

CSIA award timeline 2015

Since CSIA accreditation in 2008, Smartgroup has improved its score year on year.

We’re also thrilled to receive highly commended recognition Nationally, nipping at the heels of the very best in Australia.

Smartgroup was represented at the Australia Service Industry Awards by members of our management, sales, customer service and continuous improvement teams.

Representing Smartgroup at the Australia Service Industry Awards were members of our management, sales, customer service and continuous improvement teams.

Awards such as this are fantastic to receive, but only hint at the hard work that goes on across the Smartgroup network every day. The entire team is on a mission of continuous improvement – they certainly live and breathe our service mantra.

And finally, thank you to our incredibly loyal customers for providing us the motivation to work relentlessly to improve our service to you!

We’re officially one of Australia’s most innovative companies….again!


We are delighted that Smartsalary has once again made it to the 2014 BRW list of Australia’s 50 Most Innovative Companies. This year we ranked 44th based in part on how we’ve simplified the process to apply for a novated lease, one of the most popular salary packaging benefits. Over 5000 customers have now experienced our paperless online credit application, complete with electronic signatures . . . reducing processing times by 75% . . . yet another industry first.

You can read more about this year’s achievement here.

Innovation became part of our strategy triangle in 2012. It’s quite remarkable how far we’ve come in a relatively short period of time. For example, we now employ two dedicated “Innovation Champions”, and we’re on track to implement over 100 staff generated ideas this calendar year!

It’s fantastic to be recognised for the effort made by our entire workforce to cultivate new and better ways to service our customers. We look forward to making further progress on this never ending journey.

Congratulations to all the other winners!

2013 Customer Service Awards

Last night our team attended The Australian Service Excellence Awards in Melbourne. It was fantastic to attend alongside members of the Smartsalary team.

We have participated in the Customer Service Institute of Australia (CSIA) accreditation process since 2008, in an effort to continue to improve our service to our valued customers.  As you can see below, our scores have improved every year.  This year, we achieved a score of 8.04, our highest yet!  In fact, we are delighted to have received a ‘10’ for after sales service, which we understand is the only perfect score ever awarded by the CSIA.

2013 CSIA scores

In addition, Lynne Mackenzie was highly commended NSW/ACT Customer Service Manager of the Year and Sonali Saxena was highly commended NSW/ACT Contact Centre Manager of the Year. A big congratulations to them, and to Jason Harper, who led the CSIA accreditation process.

 CSIA 2013

Deven Billimoria
Chief Executive Officer

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