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 customer service across all customer touchpoints. We regularly test and report on the customer service of more than 150 Australian organisations.

We are focussed on helping companies provide a consistent customer service experience across all channels. This focus significantly helps organisations keep customers and improve profits.

Customer Experience Surveys / Customer Satisfaction Surveys

How do you improve your customers’ experiences so that they come away feeling valued, and wanting to use your services more? What specific areas do your customers think you need to improve to drive business performance?

Subscribe to our FREE Quarterly Newsletter
Name:
E-mail Address:

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 and what's important to them

Comprehensive Competitor Intelligence
Qualitative Research
Customer Satisfaction Surveys
Focus Groups

Measure

We measure your company’s customer service performance, customer satisfaction, staff performance and industry standing

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

Improve

We show you how to improve and provide great service.

We deliver tailored solutions, including both 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