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 for the recent round of benchmarking (October 17 – March 18).

1
MURDOCH UNIVERSITY
2
MONASH UNIVERSITY
3
UNIVERSITY OF WESTERN AUSTRALIA
4
MELBOURNE WATER
5
HOLMESGLEN TAFE
6
EUROBODALLA SHIRE COUNCIL
7
WEBJET
7
COLIBAN WATER
9
SYDNEY WATER CORPORATION
10
WESTERN SYDNEY UNIVERSITY

Upcoming Events

ATEM SSSC 2018 Conference CSBA Masterclass

This CSBA Master Class is not to be missed. It will give you the knowledge needed to: • Develop, implement and deliver best practice live chat service...
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Add to Calendar 13/6/2018 09:00 13/6/2018 12:00 89 ATEM SSSC 2018 Conference CSBA Masterclass This CSBA Master Class is not to be missed. It will give you the knowledge needed to: • Develop, implement and deliver best practice live chat service delivery. • Get staff on board and engaged. • Train staff to deliver a great experience – every time. • Implement an effective Quality Assurance program. • Create a platform for continuous improvement. Universiy of Adelaide CSBA info@csba.com.au DD/MM/YYYY

CSBA FEAL Superannuation Customer Experience / NPS Benchmarking

20% of Superannuation customers are considering switching away from their fund, with poor customer experience among the top reasons members want to leave their fund.
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CMT Local Government Customer Satisfaction Syndicated Program

Common Measurement Tool (CMT) is a syndicated research program designed to collect feedback relating to service for any level of government and can be conducted across all...
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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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