What does CSBA do?

At CSBA we are passionate about understanding, measuring and improving customer service.
We have developed a unique methodology for monitoring the performance of contact centres using mystery shopping. We regularly review the response of more than 150 Australian organisations in this manner.
We are skilled in researching your customer touchpoints across all channels.

FREE Quarterly Benchmarking
Survey Updates

How do your competitors' customer experiences stack up?

If you are serious about understanding how well your organisation serves its customers then speak to CSBA. We can help you achieve tangible, sustainable improvement fast.

Understand

We help you understand what your customers expect.

CSBA will help you understand more about what’s important to your customers

Comprehensive Competitor Intelligence
Focus Groups
Customer Satisfaction Surveys

Measure

We measure and track your customer service.

CSBA will measure your company’s customer service performance, customer satisfaction, staff performance and industry standing.

Monthly and Quarterly
Telephone Benchmarking
Customer Satisfaction Surveys
Third Party Call Monitoring and Assessment
Email Service Benchmarking
Face-to-Face Mystery Shopping
Assessment of Outsourced Call Centres

Improve

We show you how to improve and deliver great service.

Drawing on our extensive research and experience, CSBA will tailor a solution for your company. We provide tactical and strategic ways to improve your customer service.

Customer Service Workshops
Contact Centre Reviews
Sales Development Programs
Email Effectiveness Workshops
Development of Effective Guidelines for Customer Service
Contact Centre Capacity/Resource Audits