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Passionately curious by nature – we’re both thinkers and doers. Here we share our ideas, thoughts, news and more.

Abstract blue water backgroundNews and Media
October 5, 2025

Voice of Customer (VoC) – State of the Nation Review for the Australian Water Sector Report

CSBA is excited to release the final report from Voice of Customer (VoC) survey for the Australian Water sector. The insights…
Kristy Horsfall
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CSBA-Quarterly-Agent-AwardsNews and Media
September 4, 2025

CSBA Quarterly Agent Awards | April – June 2025

Driving a shared dedication to better customer outcomes Those on the front line of customer service are often supported by…
Kristy Horsfall
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Gold star trophy awardNews and Media
May 12, 2025

CSBA Quarterly Agent Awards | January – March 2025

Leadership on the front lines can drive customer advocacy When contact centre agents go above and beyond to support customers,…
Kristy Horsfall
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Contact centre agent with headset working at a computerNews and Media
February 26, 2025

Latest CSBA study reveals major gaps in Australian customer service quality

New findings from the 2024 SenseCX Quality Benchmarking program have highlighted a wide disparity in service quality, with the Education,…
Kristy Horsfall
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Abstract blue water backgroundNews and Media
February 13, 2025

CSBA Unveils New Voice of Customer Insights for the Australian Water Sector

CSBA is excited to release the latest results from Voice of Customer (VoC) survey for the Australian Water sector, offering…
Kristy Horsfall
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CSBA-Quarterly-Agent-AwardsNews and Media
February 5, 2025

CSBA Quarterly Agent Awards | Oct – December 2024

A little bit of 'above and beyond' can make a big difference to your customers - and to your team…
Kristy Horsfall
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Smiling contact centre agent on a callNews and Media
December 4, 2024

Key Improvement strategies for aged care customer service teams

Results from new CSBA benchmark study reveal what you can do Excellent customer service in aged care not only makes…
Sharp SEO NP
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Gold star trophy awardNews and Media
November 13, 2024

CSBA Quarterly Agent Awards | July – September 2024

It's the listening for the details that makes the difference during customer conversations It is the case with all our…
Kristy Horsfall
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Collection of home appliances and electronicsNews and Media
October 31, 2024

Consumer electrical brands rank poorly in customer service

Customer experience experts, CSBA have shared the results of the latest SenseCX Best Practice Quality Assurance program, evaluating the performance…
Kristy Horsfall
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Manager training contact centre staffNews and Media
October 8, 2024

Customer Service Review

The SenseCX Best Practice Quality Assurance Aged Care Sector Benchmark Report, released by customer experience specialist CSBA, highlights key traits…
Sharp SEO NP
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Happy students sitting on steps using devicesNews and Media
August 27, 2024

Insights Uncovered: What Students Want from Their University Experience

The results of a recent benchmarking survey of nearly 8500 university students have revealed valuable insights into student satisfaction, usage,…
CSBA
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CSBA-Quarterly-Agent-AwardsNews and Media
August 15, 2024

CSBA Quarterly Agent Awards | April – June 2024

Celebrating the work of those on the front line of customer service This quarter's award winners feature people demonstrating remarkable…
CSBA
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Senior couple enjoying a mountain viewNews 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…
CSBA
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Contact centre agents with headsets at workNews 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
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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…
CSBA
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Adviser meeting a couple, Super CX benchmarkNews and Media
February 22, 2024

Empowering members increasingly crucial to addressing churn

Cost-of-living pressures, increasing scrutiny on fees and performance and growing competition in the superannuation sector are shaping member expectations. Subsequently,…
CSBA
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Gold star trophy awardNews and Media
February 16, 2024

CSBA Quarterly Agent Awards | October – December 2023

Celebrating the work of those on the front line of customer service   Going above and beyond: Individuals taking CX…
CSBA
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Mature couple reviewing finances at home with a tabletNews and Media
October 26, 2023

Loyalty among Super fund members at its strongest in three years: new CSBA report

Results from the latest CSBA FEAL Superannuation CX Benchmarking report showed a significant rise in member loyalty over a six-month period. The…
CSBA
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Car service workshopNews and Media
July 27, 2023

Challenges Ahead: Australian Automotive Sector Struggles to Meet Customer Expectations, Reveals CSBA Report

The Automotive sector in Australia is evolving. Supply chain issues continue to affect the availability of new vehicles and parts;…
CSBA
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CSBA-Quarterly-Agent-AwardsNews and Media
July 19, 2023

CSBA Quarterly Agent Awards | April-June 2023

Celebrating the work of those on the front line of customer service   Sharing a little of yourself to build…
CSBA
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Smiling secondary school studentsNews and Media
July 11, 2023

Deakin takes the crown in 2023!

Deakin University has won the 2023 ATEM Customer Service Excellence Awards Deakin University has taken the #1 position in the…
CSBA
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Senior couple enjoying a mountain viewNews and Media
July 6, 2023

Satisfaction among Super fund members has not recovered from big fall in 2022: new CSBA report

Results from the latest CSBA FEAL Superannuation CX Benchmarking report showed no improvement in customer experience in the previous 12…
CSBA
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Young girl playing in a green gardenNews and Media
May 24, 2023

The Essential Services Commission raises the bar with ongoing CX benchmarking

The ESC Water Performance Report for 2021-22 showed a small improvement in the overall average score for customer experience in…
CSBA
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Couple walking on the beachNews and Media
May 10, 2023

Is your retirement income strategy hitting the mark?

The Retirement Income Covenant came into effect on 1 July 2022 and Super funds have responded in different ways. So,…
CSBA
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CSBA-Quarterly-Agent-Awards-Jan-Mar-2022News and Media
May 9, 2023

CSBA Quarterly Agent Awards | Jan-March 2023

Celebrating the work of those on the front line of customer service   It's personalised service that your customers remember.…
CSBA
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Energy-Sector-Customer-Satisfaction-Unchanged-in-2022-CSBANews and Media
April 12, 2023

Energy Sector Customer Satisfaction Unchanged in 2022: CSBA

New research from the CSBA CX benchmarking program Energy customer satisfaction remained stable in 2022 according to results from the…
CSBA
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How-Councils-Get-CX-Right-(and-Wrong)News and Media
April 11, 2023

How Councils Get CX Right (and Wrong)

LGProcast Episode 12 - How Councils Get CX Right (and Wrong) Hear from our CX Director for Local Government, Kate…
CSBA
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Duration-and-Communication-now-equally-important-to-gas-customers_updatedNews and Media
April 6, 2023

Duration and Communication now equally important to gas customers

Duration and Communication were the top two drivers of satisfaction for all customer touchpoints with gas customers, according to results…
CSBA
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CSBA-Agent-of-the-Year-Award-2022News and Media
March 8, 2023

CSBA Agent of the Year Award 2022

Celebrating the work of those on the front line of customer service   Yutong Zeng from City of Kingston is…
CSBA
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Customer retention puzzle piecesNews and Media
February 28, 2023

Do you really know why your members are leaving?

Market research continues to show that it costs more to acquire a new customer than retain an existing one. Depending…
CSBA
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CSBA-Quarterly-Agent-Awards-Oct-Dec-2022News and Media
February 1, 2023

CSBA Quarterly Agent Awards | Oct-Dec 2022

Celebrating the work of those on the front line of customer service   A commitment to continuous improvement is what…
CSBA
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Contact centre agent with headset working at a computerNews and Media
January 18, 2023

Tertiary education sector tops SenseCX benchmark results

Australian National University is ranked #1 according to the January 2023 SenseCX Benchmark results, which compared the performance of 204…
CSBA
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Couple walking on the beachNews and Media
December 15, 2022

How do you retain customers for the long game?

Customer Experience is fast becoming a ticket to play in the Super sector Recognising that loyalty improves retention – that’s…
CSBA
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The-true-value-of-hiring-external-CX-expertsNews and Media
December 2, 2022

The true value of hiring external CX experts

Outsourcing CX insights from best practice experts Vs Insourcing. Are you asking the right questions? Organisations often make the mistake…
CSBA
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CSBA-Quarterly-Agent-Awards-July-Sept-2022News and Media
November 8, 2022

CSBA Quarterly Agent Awards | July-Sept 2022

Celebrating the work of those on the front line of customer service   Understanding your customer's unique situation is the…
CSBA
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Couple walking on the beachNews and Media
October 12, 2022

Super fund members need reassurance, meaningful engagement in a volatile market

New CSBA report shows low retirement confidence, decline in satisfaction Timely and meaningful customer interactions are critical in providing reassurance…
CSBA
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Dealing-with-banks-not-getting-any-easier-new-CSBA-benchmarking-results-showNews and Media
October 7, 2022

Dealing with banks not getting any easier: new CSBA benchmarking results show

Ease – the effort a customer expends to achieve their goals – continues to decline for banks when it comes to…
CSBA
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CSBA-Quarterly-Agent-AwardsNews and Media
August 10, 2022

CSBA Quarterly Agent Awards | April-June 2022

Celebrating the work of those on the front line of customer service   Going above and beyond to put customers…
CSBA
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Contact centre agent with headset working at a computerNews and Media
August 9, 2022

Hunter Water tops latest CX benchmark ranking of 203 major Australian companies in 7 sectors

Latest SenseCX Benchmark results show only the best are getting better   Hunter Water is #1 in customer experience excellence,…
CSBA
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Families and retirees, SuperCX Forum bannerNews and Media
August 4, 2022

Trust and loyalty for Super funds hit new low: CSBA benchmarking

New insights from the CSBA FEAL Superannuation CX benchmarking program   The customer experience of Super fund members suffered a…
CSBA
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CSBA-Quarterly-Agent-Awards-Jan-Mar-2022News and Media
June 30, 2022

CSBA Quarterly Agent Awards | Jan-Mar 2022

Celebrating the work of those on the front line of customer service   It's all about the 'care factor'  The…
CSBA
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Contact centre agent with headset at a computerNews and Media
June 16, 2022

Holmesglen wins the 2022 ATEM Customer Service Excellence Award

Holmesglen ranks #1 in Customer Service - again!  Wins the 2022 ATEM Customer Service Excellence Award Holmesglen TAFE has maintained…
CSBA
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Energy-sector-customer-satisfaction-in-2021-encouraging,-but-still-needs-liftingNews 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…
CSBA
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Kaylene holding a CSBA award certificate with a colleagueNews 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…
CSBA
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Two friends smiling at a phoneNews 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.  …
CSBA
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Energy-customers-want-reassurance,-tolerance-and-control-CX-in-the-UKNews and Media
February 28, 2022

Energy customers want reassurance, tolerance and control: CX in the UK

An update from CSBA's 2022 CX Forum: Energy   Research has shown high customer vulnerability in the UK, in a…
CSBA
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Couple walking on the beachNews and Media
February 9, 2022

Member insights are the key to RIC

Super funds:  Member insights are critical in building a sound retirement income strategy    Just as buildings require strong foundations…
CSBA
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Business handshakeNews 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…
CSBA
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Smiling contact centre agent with headsetNews 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.…
CSBA
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Woman on a phone call against a brick wallNews 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…
CSBA
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Woman looking thoughtfully at a laptopNews and Media
November 11, 2021

“Closed” case does not mean “resolution” for vulnerable customers: CSBA research.

Critical insight for developing a fair and timely dispute resolution procedure in line with RG271 legislation Independent research from in-depth…
CSBA
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Families and retirees, SuperCX Forum bannerNews and Media
October 5, 2021

Dramatic reform opens opportunity for super funds to amplify value and sharpen communication

2021 CSBA FEAL Superannuation CX Benchmarking Report New research has found that 54% of surveyed employers were not aware of…
CSBA
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Centralised customer team members talkingNews and Media
September 3, 2021

Centralised customer teams – the missing piece that will boost retention: opinion

The competition to enrol new students has continually pushed tertiary institutions to strengthen their future student teams – to listen…
CSBA
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Danielle Mifsud, Wyndham City CouncilNews and Media
July 12, 2021

How training transforms customer-facing teams | Wyndham City Council

Wyndham City Council is one of the fastest growing multicultural councils in Australia. For the council to succeed it is…
CSBA
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Manage the impact of handling vulnerable customersNews and Media
June 22, 2021

Manage the impact of handling vulnerable customers

Being on the frontline of customer service has never been easy, but the pandemic has made it even more challenging.…
CSBA
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Energy workshop participants and customers using phonesNews and Media
April 1, 2021

How AusNet’s Customer Service Incentive Scheme is creating better customer experiences | Rachael Quigley Manager, Customer Service Design & Research, & Dr Stephanie Judd, Customer Research & Engagement Manager

CSBA
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White sports car in a showroomNews and Media
December 16, 2020

Off the floor and out the door: how enhancing the customer experience can transform automotive brands’ prospects in tough times

In today’s economic climate, the automotive industry is doing it tough, with figures from the Australian Automotive Dealers Association and…
CSBA
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Collage of people of different ages using phones and laptopsNews and Media
October 26, 2020

Using Chat Bot / Live Chat to support customers in time of crisis

A COVID-19 story With COVID-19 forcing Australia to go into lockdown, councils across the country responded quickly, dividing their teams…
CSBA
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Older man reading at homeNews and Media
October 6, 2020

Measuring EASE

Our philosophy on 'Measuring Ease' Customers want the right outcome. What it simply means is "Give me what I need,…
CSBA
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