25 Years Experience


Complete Customer Experience Solutions

Results Focused

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 five 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
May 15, 2024

Running out of money, rising cost of living are top retirement concerns: new CSBA research

The latest CSBA FEAL Superannuation Experience & Engagement Benchmark with fresh attitudinal insights garnered from additional survey questions, has found…
News and Media
May 14, 2024

Auto still poor in CX survey

CSBA April Quarter survey said that the Automotive sector along with superannuation, is the lowest-performing sector overall, and particularly in…
CSBA-Quarterly-Agent-Awards-Jan-Mar-2022News and Media
May 14, 2024

CSBA Quarterly Agent Awards | January – March 2024

Celebrating the work of those on the front line of customer service   Learning, adapting and improving: Self-motivating agents offer…

Customer Experience Company FAQs

Customer experience covers all the interactions a customer has with an organisation, for the entirety of their relationship with that organisation.

While customer experience covers all the interactions a customer has with an organisation, customer service is just one part of that whole customer journey.

A good customer experience is one where has a seamless interaction, where the expectations are met. A good customer experience may be one that encompasses elements of being easy, fast, personable, informative, empathetic, proactive, empowering and transparent, just to name a few.

Bad customer experiences occur when a business or organisation fails to meet a customer’s expectations. There are a multitude of reasons this may occur but some may include frustration with automated systems, long wait times, being transferred multiple times, unfriendly or negative responses and attitudes of staff, a lack of empathy from staff, not providing enough information or relevant information, having to repeat information multiple times, and the list goes on.

Ensuring a customer’s needs are central to every interaction they may have throughout their journey with your business is fundamental to ensuring a good customer experience.

The way customers feel about a business or organisation is directly related to loyalty, retention, reputation and attracting new customers. Companies who prioritise and invest in Customer Experience have a competitive advantage over those who don’t. It is too easy to find an alternative, and just one bad experience is often enough for a customer to want to switch, which these days is extremely easy to do.

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?