All the winners from the CSIA 2020 Australian Service Excellence Awards
The CSIA 2020 Australian Service Excellence Award winners were announced online due to COVID restrictions but that didn’t stop the celebrations!
Now in their 20th year, The Customer Service Institute of Australia (CSIA) awards are regarded as Australia’s premier customer service awards event, with attendees coming together each year to recognise best practices and innovation in customer service, highlighting their importance in today’s business climate.
The award submission process involves a written application with the criteria based on the International Customer Service Standard (ICSS:2015-2020) across 27 specific measures as well as telephone/ZOOM interviews depending on the criteria.
You can learn more about CSIA and their awards program on its website.
2020 Australian Service Excellence Award Winners – Organisations
Customer Service Organisation of the Year – Government/Not for Profit
Winner: Australian Red Cross Lifeblood
Service Champion: Lotterywest
Customer Service Organisation of the Year – Small Business
No winners announced
Customer Service Organisation of the Year – Medium Business
Winner: Centorrino Technologies
Service Champion: Property Exchange Australia (PEXA)
Customer Service Organisation of the Year – Large Business
Winner: Aussie Broadband
Service Champion: HCF – The Hospitals Contribution Fund of Australia
Customer Service Organisation of the Year – Retail
Winner: Pacific Fair Shopping Centre
Service Champion: Muffin Break Victorian Operations Team
Service Excellence – Small Contact Centre
No winners announced
Service Excellence – Medium Contact Centre
Winner: Centorrino Technologies
Service Champion: Australian Catholic Superannuation
Service Excellence – Large Contact Centre
Winner: HCF – The Hospitals Contribution Fund of Australia
Service Champion: WooliesX – Customer Hub
Customer Service Team of the Year – Small
No winners announced
Customer Service Team of the Year – Medium
Winner: News Xtend (News Corp Australia) Campaign Management
Service Champion: Finder – Customer Care Team
Customer Service Team of the Year – Large
Winner: Mate – Customer Happiness Team
Service Champion: Townsville City Council – IT Service Operations Team
Customer Service Project of the Year – Continuous Improvement
Winner: City Of Casey – Development of the Customer Experience Strategy
Service Champion: Commonwealth Bank – Operational Excellence
Customer Service Project of the Year – Customer Impact
Winner: Optus – Care Standards
Service Champion: Visionstream Australia – Mount Terrible Upgrade Project
Customer Service Project of the Year – Customer Integration
No winners announced
Customer Service Project of the Year – Service Transformation
Winner: INX Software – INX Customer Service Project
Service Champion: Suncorp Personal Injury – Excite
Customer Service Project of the Year – Service Innovation
Winner: Optus – Fixed Residential Transformation & Innovation
Service Champion: Intuit Quickbooks – The Expert Ecosystem
Best of the Best!
Congratulations to: Centorrino Technologies
2020 Australian Service Excellence Award Winners – Individuals
Customer Service Advocate of the Year
Winner: Bailey Johnson – Commonwealth Bank
Service Hero: Andrew Orr – Intuit Quickbooks
Customer Service Professional of the Year
Winner: Gus Younes – Australian Catholic Superannuation
Service Hero: Bonny Wong – Intuit Quickbooks
Customer Service Leader of the Year
Winner: Janet Born – Department of Transport and Main Roads (QLD)
Service Hero: Chetana Bais – Commonwealth Bank
Customer Service Manager of Year
Winner: Ryan De Rosayro – PEXA
Service Hero: Shaun Harper – Centorinno Technologies
Customer Service Executive of the Year
Winner: Lia Dowie – PEXA
Service Hero: Adam Centorrino – Centorinno Technologies
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