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.
“At the City of Greater Geelong we are passionate about the work we do and it’s been our
goal to improve our customers’ experience for the community. Over the last few years
we have worked closely with CSBA and they have been pivotal in providing us with a total
customer service improvement program including benchmarking, training and guidelines
and process development. The program has been critical to us understanding, measuring
and improving our results.”
Coordinator for Customer Services /City of Greater Geelong
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