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

UniSA’s CERM PI helps clients facilitate performance excellence by conducting organisational assessments of facilities and services. Backed by a team of leading researchers with more than 30 years of experience in customer service quality and operational management, we offer an independent means to monitor organisational performance and provide decision makers with comprehensive, unbiased and data driven analysis.

We provide essential tools to improve operations, efficiency, culture, customer service and competitiveness including Customer Service Quality Surveys, Operational Management Surveys, Organisational Culture Metrics and National Benchmarks Publications.

Meet our team

Discover the researchers involved with CERM PI


What we do

Our partners

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of the original Performance Indicators project at the Centre for Environmental and Recreation Management which has now been replaced by the Centre for Tourism and Leisure Management at UniSA.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