What we do

This major sport organisation had developed its own 'Customer Service Charter' with the aim to enhance the quality sporting and service delivery experiences of all stakeholders through a commitment to a customer-focused philosophy. The project is an annual customer tracking study  to measure service delivery standards against KPI's set in the Strategic Plan and to provide recommendations on identified areas for improvement.

What was the question?

How well are the stakeholders being serviced? Which aspects of service are the most important to focus on? What initiatives need to be implemented in order to improve service standards?

What did we do?

SBP conducted online surveys with a large sample of the sport organisation's core stakeholders including club administrators, coaches, officials, and players. The research was designed to understand the drivers of satisfaction amongst each customer segment, identify which aspects of the service provided is most important, and market test the level of appeal of various initiatives for improvement.

What was the outcome?

Through the annual study, the sport organisation now has a clear focus and commitment towards a customer service culture being developed across the business. Specific training initiatives and performance standards have been implemented at all levels of the organisation, which has resulted in a continual improvement in service standards being delivered.