Overview
# We run these awards for a separate business category every week for every State and Territory in Australia
# Our measurement is based solely on customer service issues.
# We award a Highly Recommended status to all businesses that achieve an 80% plus score. The business receives a benchmark feedback score on their separate results in regard to Timeliness, Attitude, Client Needs, Communication, Value, Care, Overall Perception, Strengths/Weaknesses and Referral.
# A primary benefit for these businesses is the promotional opportunity the award provides. A huge number of our achievers have experienced good growth from prominently displaying their Australian Achiever logo.
# The Awards are open to any business in Australia - Metro & Regional. Any business can enter at any time. Results are given within 3 weeks.
# Entry costs $270.00 first time. - reduced to $225.00 (Conditional) for re-entry the following year/s.
# Normally we telephone interview 3-4 customers and one trade supplier (as an 'internal customer'). Sometimes a business may request us to talk to more (up to 10 customers at no additional cost), but usually this is not necessary. Our history of interviewing different customers each year for the businesses who have entered every year over the last eleven years, shows significant consistency of results.
# We provide a customer service benchmark for very little effort on your part.
How does it work?
The Awards are based entirely on Customer Service ratings which are scored on feedback from the entrants' own customers in a uniquely quantifiable, unbiased and objective process. Australian Achiever staff remain arms-length, divorced from any influence that could affect the results
You provide
Names and contact numbers for four customers and a trade reference
Payment of the administration fee of $270
What happens next?
The Australian Achiever office then phones your references (a two minute process) and asks a series of questions relevant to customer relations and service in your specific business category
The telephone questionnaire covers such areas as:
Overall Perception
Timeliness
Communication
Understanding of customer needs
Friendliness, Politeness
Care and Attention
Presentation / Cleanliness
Value
Strengths
Areas needing improvement
Referral
Ethics
Customers are asked to rate their answers to each question on a scale of 1 (poor) to-10 (excellent)
A percentage score is given to the total
All entrants exceeding 80% satisfaction levels are awarded Highly Recommended status. The highest score is awarded Winner status.
It's simple
Entry is a simple process, which requires just a few minutes to complete. An administration fee (GST inclusive) of $270 is the only cost for entry. This is reduced for businesses who have entered before. There are no hidden costs and no complicating criteria are required (such as confidential Financials, Business plans or Size and Number of Employees) as we believe they are irrelevant to the way a business approaches customer service philosophy
Those businesses that score less than 80% customer satisfaction still receive an assessment on how they scored across seven separate customer service classifications to help them to make improvements to their service levels.
We are different from other Awards
The Awards are conducted individually for a different category of business services and supplies every week - 52 different descriptions of business types. (If your business doesn't fit into one of these categories, you are able to enter the overall Australian Services & Supplies section.)
Entry is very simple. It will take you only a few minutes of your time.
The Awards provide an equal opportunity for all businesses, regardless of size. It focuses on service standards, rated by your own customers/clients in a strictly confidential process.
These are:
Overall Perception
Timeliness
Communication
Understanding of customer needs
Friendliness, Politeness
Care and Attention
Presentation / Cleanliness
Value
Strengths
Areas needing improvement / suggestions for expansion
Referral
Ethics
Our method of phoning your customers and asking them to rate your business across these customer service standards maintains arms length objectivity.
This is the only quantifiable system of measuring customer service levels in small to medium sized businesses.
Our questionnaire normally takes only two minutes to complete and therefore does not encroach on your customers' valuable time too much.
Over 4500 individual small to medium size businesses have entered this Award over the last ten years with a great many entering every year or every second year because of the ongoing benefits it provides.
Here are some of the ways we are different:
We are independent of any affiliation with Business Associations or any other Corporate body. This Award is not restricted to a single industry and, as a result, imparts a far greater cumulative awareness and 'branding' effect.
We have -
No team of judges who can bring subjectivety to the results
No written submission that takes undue pressure on your time
No mystery shopper catching you unaware
No voting system open to manipulation
No obligatory Awards Dinner enticing extra money.
We are a low cost, arms length, customer friendly organisation
Competitive advantage comes from these benefits
Each of the 52 weekly Winners are presented with a Winner certificate and a stylish Australian timber and pewter trophy
All Achievers scoring over 80% customer satisfaction are given a Highly Recommended certificate
All entrants receive a breakdown of their score, showing them how they rated across each of the seven different customer service values. This is a valuable aid for improving service levels in specific areas.
The Australian Achiever Awards logo (dated for the specific year of achievement) is authorised for use in advertising, on correspondence and other promotional material. This endorsement illustrates dedication to quality customer service and distinguishes the business against competitors
All Achievers are listed on the Australian Achiever Internet Website to enable the public to access a list of businesses who treat customer service as a priority
The Australian Achiever logo is a Registered Trademark
The Australian Achiever logo is Trademark protected. In order to guard its reputation and effectiveness for all businesses using the logo, we reserve the right to withdraw authorisation of use of the logo by any business that alters the logo without permission, or demonstrates it no longer respects the principle of quality customer service
The logo each business is authorised to use is dated and must not be altered in any way without the prior permission of Australian Achiever P/L
The Hon. Louise Asher MP recognises the benefits
In April, 1999, at the Australian Achiever Awards Annual Dinner Celebration,The Hon. Louise Asher MP, whilst Minister for Small Business said
I have carefully noted the details of these Awards and appreciate the important role they are playing in recognising and promoting quality customer service skills in small business .
On May 29, 2001, as Deputy Leader of The Opposition in Victoria, she added
The Australian Achiever Awards are a positive force aimed at encouraging and promoting quality customer service in business which is improving employment opportunities in this State. These are the only Awards I am aware of that are entirely judged by the business s own customers.
The 2002 Dinner was a great networking night for our Achievers
2002 Guest Speaker, The Hon.Philip Honeywood, Deputy Leader of the Opposition, Victoria with Geoff Harwood, Director, Australian Achiever Awards at the 2002 Australian Achiever Awards Annual Celebration Dinner
