CERM PI product add-ons
Customer Service Obligations (CSO): Appropriateness indicators utilise Australian Bureau of Statistics (ABS) data from the most recent census, to develop the customer-local community 'degree-of-fit index' (CCDoF index). The indicators are designed to adequately represent community service obligations (CSO) and identify CSO priority participant groups.
Operational Management: These indicators cover several aspects of operational management including: services, marketing, human resources, risk management, facilities and finance. Used as a management tool these indicators support managers by monitoring their facility or services from one year to the next. The CERM PI project also publishes annual medians for groupings of similar facilities or services. These medians provide participants with the opportunity to compare their operating results with well-established industry benchmarks.
Children's Service Quality: Children's service quality performance indicators that are based on a set of service quality attributes established for outdoor residential facilities. They include several process dimensions of service delivery but also incorporate specific attributes identified by CERM PI research as being important to children. These include 'feeling safe', 'learning new things', 'free time'.
Posters: CERM PI has available an A2 size poster template for sports and leisure centres. The poster displays an overview of selected results from your Customer Service Review. It is intended for use by centre management for promotional purposes, as well as interaction with customers of the centre/facility. Click here for an example.
Summary Reports: For councils or organisations that have multiple centres undertaking a Customer Service Quality Review. CERM PI can provide a Summary Report which provides the client with an overview of selected results from all their centres/facilities.
Executive Report: CERM PI can provide an overview of selected results from a Customer Service Review to assist councils or organisations with specific 'reporting back' requirements.
Additional questions in CSQ: Clients wishing to include additional questions in the survey must discuss their requirements with CERM PI staff. If deemed appropriate, up to three additional questions can be included.
CD-Rom: CERM PI can offer your latest Customer Service Quality Review in a CD-Rom format.
Printing of Questionnaires: Pre-printing of questionnaires and introductory letters including postage to your centre prior to survey commencement can be arranged.
Data Collection: CERM PI can coordinate and conduct the data collection for your centre by trained staff. (SA metropolitan centres only)
Presentation to council/stakeholders/staff: ($300 plus travel and accommodation). CERM PI staff can present the results of the review in a 1-2 hour powerpoint format presentation.