Customer Service

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This award recognises excellence in customer services by a financial institution, manufacturer, supplier, Government department (including local authorities) or professional service member that supports the residential building industry.

“Customer Service” refers to the level of service that a business provides to its customers, before, during and after their purchase and is aimed at enhancing the customer’s level of satisfaction. It includes aspects such as complaint handling, excellent communication and respect. In short, it means going that “extra mile” for your customers and surpassing your competition.

Professional service members include surveyors, building designers and architects, engineers, building inspectors, land developers, accountants and financial advisers, legal firms, advertising agencies, interior designers, estimators, computer specialists and other housing industry service providers. Applicants for this award need to be able to demonstrate application of fair-trading principles and a commitment focus within their organisation.

Program

Housing and Kitchen & Bathroom Awards

Contact

wa_events@hia.com.au

Winner in this category is recognised locally and do not progress to the Australian Housing Awards.

Why enter?

To promote a continuous business improvement culture throughout your organisation.
To gain recognition for your organisation’s achievements and provide an opportunity for your people to be involved in showcasing your organisation’s excellent practices.
To celebrate your organisation’s success.
To differentiate your organisation and provide a competitive edge.

Judging criteria

Projects will be judged according to:

Criteria	Points
Your Customer Service Policy What is your customer service policy and how does it relate back to your mission statement? How do you communicate it to others? (“Others” includes actual & potential clients, staff and other stakeholders – e.g. suppliers) What procedures do you have in place to review your customer service policy?	20
Communication What steps have you taken to improve communications within your business (please include the reasons why you made those improvements)? What steps have you taken to improve communications between your business and its customers (please include the reasons why you made those improvements)? What steps have you taken to improve communications between your business and its suppliers/trades (please include the reasons why you made those improvements)?	20
Research & Development How do you identify your customers’ current & future needs? How do you measure whether your customers’ current needs have been met? What remedial action do you take if your customers’ current needs have not been met? What processes have you put in place to improve customer service (in relation to both the delivery of service and the level of satisfaction)? Are your staff involved in this process?	20
Customer Service Levels (provided by your business) How do you measure and monitor your customer service levels? What training programs do you have in place for staff? How do you encourage staff to adopt, promote and develop your customer service policy?	20
Customer Satisfaction How do you measure & monitor customer satisfaction? Describe how your business “goes the extra mile” for its customers? How much of your business comes from referrals by satisfied customers?	20

* When addressing each of the above criteria, please provide detailed examples, including evidence of “before” & “after” and when each of these examples occurred. Please note if a certain criteria does not apply, please explain why.

Notes:

Builders and trade contractors are not eligible to enter this award.
Professional service members include surveyors, building designers and architects, engineers, building inspectors, land developers, accountants and financial advisers, legal firms, advertising agencies, interior designers, estimators, computer specialists and other housing industry service providers.
Applicants for this award need to be able to demonstrate application of fair-trading principles and a commitment focus within their organisation.

Competition area by postcode

Entries are submitted into the regional awards based on the geographical location of each project:

Perth Awards

6000 - 6038, 6050 - 6079, 6081 - 6084, 6090, 6094, 6100 - 6112, 6121 - 6126, 6147 - 6182, 6207 - 6214, 6556 - 6558, 6603, 6800, 6803, 6809, 6817 - 6820, 6827 - 6850, 6865, 6872, 6892, 6900 - 6970, 6979 - 6997

Have any questions?

Conditions of entry

Checklist items

Project price definition

Photographic requirements

Logo style guide

HIA-CSR Australian Housing Awards

Celebrate the highest level of achievement for the "best of the best" in the residential building industry for award winning designs and builds from across Australia.