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
December 17, 2021

Prioritising trust

The pandemic has raised the bar for customer expectations but fortunately a recent fund study shows member trust levels have…
News and Media
December 14, 2021

CSBA Quarterly Agent Awards | July-Sept 2021

Celebrating the work of those on the front line of customer service   "The voting was really difficult this quarter.…
News and Media
December 6, 2021

What you say matters. The words you choose can calm or aggravate.

At an unsettling time of reopening under pandemic restrictions, Local Government frontline staff are learning to effectively handle challenging conversations…

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?