Based at the University of South Australia, CERM PI is a leader in customer service quality research, and operational management indicators in the sport and leisure, collections, tourism and hospitality, and event industries.

Our team of internationally recognised researchers work with local, national, and international clients to provide detailed analysis and reports based on service quality and operational management helping clients to develop and benefit from a culture of evidence based decisions for performance improvement.

Meet our team

Discover the researchers involved with CERM PI


What we do

Client testimonial: SA Aquatic & Leisure Centre

Adam Luscombe, General Manager of the SA Aquatic & Leisure Centre provides his testimonial about CERM PI customer service quality research and operational management indicators in the sport and leisure, tourism and hospitality industries.

UniSA Video

Our partners

Botanic Gardens of SA
Belgravia Leisure
Government of South Australia
Tennis Australia
SA Aquatic Centre

Our history 

Gary Howat and Gary Crilley founded CERM PI over 25 years ago and steadily grew the venture to what is now a leading performance measurement and benchmarking entity servicing a variety of industries. The acronym was born out of the original Performance Indicators project at the Centre for Environmental and Recreation Management which has now been replaced by the Centre for Tourism and Leisure Management at UniSA. We have changed the meaning of the acronym to represent Customer Experience Research Metrics and Performance Indicators. However, we are widely referred to in industry, and will continue to be known as simply CERM PI.

Contact Information


Location University of South Australia, Elton Mayo Building, City West Campus, 55 North Terrace, SA, 5000