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
November 11, 2021

“Closed” case does not mean “resolution” for vulnerable customers: CSBA research.

Critical insight for developing a fair and timely dispute resolution procedure in line with RG271 legislation Independent research from in-depth…
News and Media
October 5, 2021

Dramatic reform opens opportunity for super funds to amplify value and sharpen communication

2021 CSBA FEAL Superannuation CX Benchmarking Report New research has found that 54% of surveyed employers were not aware of…
News and Media
September 3, 2021

Centralised customer teams – the missing piece that will boost retention: opinion

The competition to enrol new students has continually pushed tertiary institutions to strengthen their future student teams – to listen…

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?