The Network’s Quantitative Benchmarking Program for the 2016/2017 financial year was completed in early 2018.  Non-participating member Councils are able to purchase a copy of the 2016/2017 Standard Report for $500+GST.

This 16 page report is a comprehensive snapshot of quantitative data from the 2016/2017 operating year.

Find out:

  • How the mean salaries for the different positions have change over the past few years
  • The size and composition of customer service teams
  • Time and cost investment in training
  • Breakdown of Customer Receipts taken at the Counter
  • Mean wait and handle times in servicing Customers via the Counter and Call Centre
  • Channels being used to provide customer service
  • Technology and processes applied and managed by Customer Service teams
  • Mean Cost per customer contact, community member and FTE Customer Service employee
  • and more…

Order your copy now.