First in higher education and fourth in the nation: Western recognised for exemplary customer service

Western Sydney University has been recognised as the best customer service provider of all higher education institutions in Australia.

Customer Service Benchmarking Australia (CSBA) studied 3000 customer interactions with 136 companies in Australia, assigning each a score out of 100 for quality of service across phone, face to face, email and chat.

The study used CSBA’s SenseCX customer experience measurement tool to assess the success of customer enquiries; ease of doing business; and sentiment.

The results of the study, released publicly this week, position Western Sydney University’s Contact Service Centre (CSC) first in the ‘Education – Universities’ sector, with a customer experience score of 58.8.

Across all sectors, Western Sydney University came in at fourth position – behind finance and banking heavyweights Commonwealth Bank and NAB, and utilities provider Melbourne Water.

The CSC, which operates from a 35 seat call centre at the University’s Penrith campus, is the information gateway of Western Sydney University.

Staffed by current students – the CSC’s success is in large part due to the customer service support team’s ability to draw on their own first-hand experiences and knowledge about the University.

In 2017, the CSC answered more than 91,000 inbound calls, engaged in more than 118,000 online chats, and answered more than 76,000 emails.

The CSC is open weekdays from 9.00am – 5.00pm and can be reached on 1300 897 669.


1 February 2018

Media Unit