About CSBA

At CSBA, we help businesses and organisations be better -
better for their customers, better for their people, better for their stakeholders and better for the community.

For better customer experiences

We help organisations of all shapes and sizes, across all sectors, create better customer experiences – through independent, specialised CX strategy, research, insights, quality assurance, and customer experience training.

Over the last two decades, we’ve earned ourselves the reputation of being Australia’s customer experience experts – by staying at the forefront of contemporary CX thinking and strategy, and constantly growing and evolving.

Whether you’re the market leader or the challenger, there is always room for improvement. At CSBA, our focus isn’t on helping you be the best, it’s on helping you be better – better than you were last year, last month, or last week – whether you’re at the top of the pack, or the bottom.

Independent, experienced and trusted

We’re lucky enough to have some of Australia’s best researchers and CX experts on our team. It’s their experience and expertise that allows us to not just collect better data, but to provide you with better insights – that lead to better customer experiences.

and doers

We believe in striking the right balance between thinking and doing. Considered and pragmatic in our approach, we never lose sight of the task at hand and always deliver.

Inclusive and collaborative

We love people. Working with people. Learning from people. Bringing out the best in people and bringing out the best in ourselves. We work with you and for you.

and informed

Experts in our field, we’re experienced and knowledgeable. But we’re also passionately curious and inquisitive – always looking to learn, grow and evolve.

and invested

We join you on the journey, providing an expert, independent and objective contribution and always looking for opportunities to add value and improve outcomes.

We value and believe in


People are at the heart of everything we do.

Not just customers, or employees – but people. We want to see people flourish.

We’re thoughtful, compassionate, caring, inclusive and led by a strong social conscience.

Transparency and simplicity

We think the world needs more transparency.

That independent thinking, analysis and opinions provide clarity and direction.

That over-complicating things creates barriers and prevents progress.


In our eyes – knowledge is power.

We believe it should be embraced and shared.

That, as people, we should constantly be looking to learn, grow and expand our knowledge and understanding.

Where we came from

Starting out as Customer Service Benchmarking Australia back in 1997, CSBA pioneered syndicated, sector based customer research programs in Australia.

We quickly grew and evolved – becoming experts in customer experience and extending our services to include CX strategy, research, quality assurance, training and of course, CX benchmarking.

Since then, we’ve helped hundreds of Australian organisations deliver better customer experiences. Providing strategy, research, analysis, insights and training to organisations of all shapes and sizes – from big name brands to government and tertiary institutions, utilities providers and everything in between.

Want to explore how CSBA can help you create better customer experiences?