About CERM PI
Customer Experience Research Metrics and Performance Indicators (CERM PI) supports organisations to understand and improve performance in customer service quality and operational management through evidence-based research and robust measurement, with a strong focus on sport, leisure, tourism, and community-based facilities.
Central to this is the CERM PI National Benchmarks, enabling organisations to compare performance against industry standards and gain clear, actionable insight into their performance.
Beyond service performance, CERM PI brings expertise in organisational culture and placemaking, recognising the role these play in shaping customer experience, workforce engagement, and community connection. Our work helps organisations understand both how they are performing and the underlying drivers of that performance.
Drawing on more than 30 years of applied research experience, our surveys are continuously refined in consultation with industry and informed by current research, ensuring data remains relevant, comparable, and practical. Alongside our core programs, we deliver tailored research solutions designed to meet specific client needs, combining academic rigour with applied insight.
