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.

Sector Based Research Programs

As Australia’s leading customer service and experience benchmarking provider, we run a variety of different, long-standing, sector based, syndicated research programs.

Tailored to the unique characteristics and needs of each sector, they provide participants with enormous value, allowing you to see exactly:

WHAT you are doing well
HOW you are performing overall
WHERE and how you can improve
How you COMPARE to others (inside and outside your sector)

Learn more about CSBA‘s syndicated research programs

Higher Ed




The best of the best

– SenseCX customer experience performance benchmark

Each year CSBA performs more than 10,500 independent assessments of the CX provided by 165+ Australian companies.

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?