Excel at Customer Experience

How we can help

Customers have higher expectations than ever before. Your customers now expect a successful, easy and satisfying
experience every time they engage with you.

At CSBA we help you to fully understand these expectations; to meet and exceed them; and, to become a truly customer centric organisation.

This transformation leads to happier, more loyal customers, and more engaged and focused staff. In turn, this ultimately allows you to deliver an exceptional customer experience, more cost effectively.

Discover

Know your employee and customer attitudes, behaviours, needs
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Design

Design and develop a customer centric organisational framework
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Transform

Operationalise customer experience frameworks and improvements
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Assure

Assess and assure customer experience excellence
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Latest News

Qantas Super CSBA Retirement Confidence Index

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We Work where you Work

CSBA has deep expertise in customer experience in a number of different industry sectors that allows us to provide you with real insight into your sector

Government

Finance

Education

Utilities

Commercial

CSBA Current Customer Service Benchmarking Top 10

“CSBA congratulates the top performers in our latest SenseCX Benchmarking results (conducted between April 2018 and March 2019)”

1
THE UNIVERSITY OF WESTERN AUSTRALIA
2
WESTERN SYDNEY UNIVERSITY
3
MONASH UNIVERSITY
4
ACTEWAGL
5
HOLMESGLEN
6
BARWON WATER
7
GOULBURN MULWAREE COUNCIL
8
MELBOURNE WATER
9
TEACHERS MUTUAL BANK
10
HUNTER WATER

Upcoming Events

Case Studies

Click Here to read other success stories

Over time, the company’s customer satisfaction and Net Promoter Scores (NPS) have increased and the company now has a better capacity to target areas to improve customer service across its dealer network.
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National Car Dealership – Deliver research based training

Staff across the Council now have a shared understanding of the importance of their role in setting and delivering to customer expectations. They are now able to see how improved practice will work in their area and are now more empowered to put this into practice.
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Local Government (4) – Develop service standards and protocols

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