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

 

Because real customers make calls across many industries, it is important to remember that you are being compared every day to other businesses.
 
Do you know how your customers rate the service they get from you?  How customers compare you to other providers?  With our free sample report you can find out in a short time how well you are really going!
 
Contact us today for your free sample report.
 

 

Registrations for ATEM 2012 Benchmarking Program have now closed
 
Contact Megan Sulzberger for more information
 
  


 


 

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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 


 

 

 

 

 

 

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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

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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

 

 

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