The Customer Service Institute of Australia (CSIA) completed its annual audit of Rockend in May with Real Estate Industry Software Rockend achieving a score of 7.32, placing them at ‘Integration Level’, the highest level that the Institute offers.
The CSIA measures organisations against the International Customer Service Standard ICSS:2010-14. CSIA Lead Assessor, Owen Kavanagh, stated that ‘scores at the 7+ level are not common and Rockend is to be congratulated on this milestone’. This places Rockend in the top 7% of businesses in Australia.
Client Services Leader at Rockend, Steven Brett, says that ‘the development of Rockend’s Customer Service Charter and the ongoing commitment of all personnel across the business to providing excellent service to our customers are the key reasons we have excelled this year’. The CSIA audit highlighted the implementation of the Customer Service Charter (see attached document) as being a key factor in the high score received. Mr Kavanagh also highlighted the achievement that Rockend was able to not only maintain incredibly high standards of customer service, but also improved them during the past year while managing large scale projects such as relocating the corporate office of 85 people.
Alister Maple- Brown, Rockend CEO, commented on this latest achievement, saying that ‘customer service is at the heart of what we do. Developing market leading software is just the start; it’s the customer service that adds lasting value to new innovations and our client relationships’.
The Rockend Leadership team has thanked the entire team across Australia and New Zealand for their hard work and dedication. We would also like to thank our clients, without whose support, we wouldn’t be able to continue to develop and support industry leading solutions.