Welcome to CSBA

We’re for better customer experiences


At CSBA we help businesses and organisations create better customer experiences – through best-practice, independent and specialised customer experience:


Creating better customer experiences starts with strategy and planning. Through our CX strategy and consulting work we help you become more customer-centric. more...


Working closely with you, we design your research program to ensure that it provides the data and insights you need to inform your planning and decision making. more...

Quality Assurance

An essential for any customer-centric business, our robust, independent QA programs deliver the insight you need to do better and be better for customers. more...


Embraced by many of Australia’s leading organisations, our CX training programs and workshops help your people create better customer experiences. more...

Independent, Experienced and Trusted

Over the last twenty years we’ve helped hundreds of Australian organisations deliver better customer experiences
– from big name brands, to government and tertiary institutions, utilities providers and everything in between.

Latest News

News and Media
July 30, 2021

CSBA Quarterly Agent Awards | Apr-Jun 2021

Celebrating the work of those on the front line of customer service   "Leaders become great, not because of their…
News and Media
July 12, 2021

How training transforms customer-facing teams | Wyndham City Council

Wyndham City Council is one of the fastest growing multicultural councils in Australia. For the council to succeed it is…
Manage the impact of handling vulnerable customersNews and Media
June 22, 2021

Manage the impact of handling vulnerable customers

Being on the frontline of customer service has never been easy, but the pandemic has made it even more challenging.…

Working with you and for you

We’re inclusive and collaborative and look to work with you and for you – to help you create better customer experiences.

‘We’re operating in a competitive environment. Being able to see how we compare to our competitors is really powerful’

Jane CorkhillManager Customer Services | Actew AGL

‘In just 6 months we went from being in the middle of the pack in our sector, to the top 10% – It is a real success story!’

Doug LucasProgram Manager, Customer Strategy

Want to explore how CSBA can help you create better experiences for your customers?