In 2020, the Customer Service Institute of Australia is celebrating the 20th anniversary of the Australian Service Excellence Awards (ASEAs). The ASEAs are Australia’s premier customer service awards event, with attendees coming together each year to recognise best practice, performance and innovation in customer service, highlighting their importance in today’s business climate.
Reaching the finals and winning an award illustrates the highest standards of commitment to customer service excellence.
As Australia’s premier customer service organisation, CSIA is dedicated to championing customer service across all organisations, whether it is a business of one employee or one thousand. The ASEAs are open to all individuals and organisations servicing Australians. The Australian Service Excellence Awards recognise individuals at all levels within organisations, as well as big corporations right through to small businesses.
The award categories are designed to ensure that any person or business working within the customer service space is eligible, so contact us if you’re unsure about which apply to you. If you are a regular entrant, please note that some of categories and their definitions might have changed.
This Award is open to C-level executives who seek to drive customer centricity within the organisation, including Chief Executive Officers (CEOs), Managing Directors, Chief Operating Officers (COOs), Executive General Managers, and Vice Presidents of Customer Service.
This Award suits individuals with roles behind the frontline but below C-level, and can include Customer Service Managers and Customer Experience Managers.
This category is aimed at leaders managing a team that services internal or external customers. While they might also take a frontline role in working with customers, their role is predominantly focused on managing a team of frontline service professionals.
This award champions individuals who deliver customer service everyday - frontline team members who work with internal or external customers.
Advocate of the Year is aimed at recognising customer champions at any level in a business, from the frontline to the C-suite. These individuals demonstrate true passion for customer service excellence in everything that they do, and inspire work colleagues with their zeal and commitment.
Project of the Year recognises specific and distinct projects completed in the 12 months preceding the Awards which demonstrate innovative problem solving and an improvement to customer service delivery and/or business performance as a result.
This category targets groups of individuals in an organisation that have delivered a demonstrated improvement to customer service delivery and/or business performance. Unlike the Project of the Year, this award is focused on a team of individuals that, by working together, have created a benchmark for how customer service should be delivered by an organisation.
This award recognises frontline teams with fewer than 20 seats in smaller contact centres.
This category recognises frontline teams of 20 to 100 staff in mid-size contact centres.
This award recognises frontline teams of more than 100 staff in larger contact centres, for the critical role they play in customer service delivery.
Targeting businesses (or autonomous divisions or business units) with fewer than 90 full-time employees, this award recognises smaller organisations in the Australian market.
Like the Large Business category, this award recognises organisations that have championed customer service throughout the business in the past year, but targets businesses (or autonomous divisions or business units) with 90 to 500 full-time employees.
This category recognises organisations that have championed customer service throughout the business in the past year, and is open to organisations (or autonomous divisions or business units) with more than 500 full-time employees.
CSIA understands that there are specific legislative requirements and budget limitations for government and not-for-profit organisations that mean customer service excellence needs to be delivered in a different (and often creative) way. This category levels the playing field in providing a specific category for these vital organisations.
All nominations must be supported with a fully completed nomination form. You can include supporting documentation as part of your nomination, but be aware that there is a 2,500 word limit for all submissions.
While the criteria for a becoming a finalist varies across the categories, successful nominations will:
The criteria for judging is based on the International Customer Service Standard (ICSS:2015-2020), a framework of 27 specific measures that can be applied equally to government, not-for-profit and for-profit organisations of all sizes and across industry sectors. Using a balanced scorecard approach, these 27 measures can be grouped into four distinct perspectives.
Address these four perspectives, providing an overview of the individual, team, project, or organisation and explain their performance in the last year in relation to the perspectives.
To get a copy of the ICSS contact the CSIA team at firstname.lastname@example.org
The Judging Committee evaluates all nomination submissions and shortlists 3-5 individuals or organisations as finalists in each category.
The Judging Committee will visit the finalist’s nominated site where the organisation has the opportunity to showcase their nomination. This can include a formal presentation, Q&A, site tour or customer showcase.
Individual Finalists are interviewed either on-site or at a CSIA branch office by the ASEAs Judging Committee. This interview is designed to enable the finalist to showcase both their expertise and passion for customer service.
Individual nomination - $195 (including GST)
Organisation nomination - $595 (including GST)
Individual nomination - $285 (including GST)
Organisation nomination - $745 (including GST)
* It's important to note that individual CSIA member discounts only apply to the nominee, not the nominator. Further, individual CSIA members' do not receive discounts for organisation-level (corporate) nominations. Any fees incurred to participate in the judging process (e.g. travel to and from interview site for individuals) are the responsibility of the entrant.
Submit your nomination online by completing all sections in the online nomination form via the links below.
For more information about the Australian Service Excellence Awards program, call us on 1300 912 700 or email us at email@example.com