Welcome to CSBA

We’re for better customer experiences

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At CSBA we help businesses and organisations create better customer experiences – through best-practice, independent and specialised customer experience:

Strategy

Creating better customer experiences starts with strategy and planning. Through our CX strategy and consulting work we help you become more customer-centric. more...

Research

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...

Training

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.

Learn more about CSBA

Latest News

News and Media
May 13, 2022

Energy sector customer satisfaction in 2021 encouraging, but still needs lifting

New insights from the CSBA CX benchmarking program   Energy customer satisfaction remained stable in 2021, in a challenging year…
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News and Media
April 7, 2022

CSBA launches inaugural Agent of the Year award

Kaylene Bessell from Hunter Water wins 2021 title   Hunter Water customer service agent, Kaylene Bessell, is Agent of the…
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News and Media
March 17, 2022

Are you measuring customer emotion?

Customers are emotional beings.  When you can connect with their emotions, you win the opportunity to earn their loyalty.  …
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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.

Learn more about CSBA
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‘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
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‘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?

Get in touch