In 2019 the CSA undertook their second  Investor in Customers (IIC) Assessment to help better understand member perceptions of the role of the CSA and services offered, and retained their Silver Award. IIC provides an independent assessment of member perceptions of their customer experience and compares and contrasts it to the view held by CSA staff and senior management.

Joining the IIC community allows the Association to benchmark members’ customer experience activities with other organisations across a wide spectrum of industries. Sharing best practice and learning from the reports will help the CSA to continually exceed member expectations. A summary of the 2019 findings can be found below.

2019 assessment

This work is a continuous journey and we will always look to better what we are doing for members in order to give them the most value out of CSA membership.

The 2019 assessment has now been completed and thank you to all Member companies who participated. Full results will be published shortly - read the press release here.

A summary of the 2019 findings can be viewed by clicking below: