About CSBA

Who is Customer Service Benchmarking Australia?

  

CSBA is a research based consulting group.

 

Our focus is on understanding, measuring and improving customer service. Particularly in areas where this can be tested using customer satisfaction surveys, and the ‘mystery shopper’ approach. 

 

We began operations in 1997, and now operate nationally in a wide variety of industries. These include telecommunications, financial institutions, energy companies, universities, councils, and the retail sector. 

 

CSBA has developed a unique methodology for monitoring the performance of contact centres using test calls, email monitoring or mystery shopping. We regularly review the response of more than 150 Australian entities in this manner, using our own in-house Field and Data Management Teams. 

 

CSBA follows all Australian Market and Social Research Society of Australia’s (AMSRS) guidelines in conducting studies. We also adhere to the ESOMAR Policy on Mystery Shopping.