Future Student Experience Benchmarking Program

Improve enquiry experience. Strengthen team capability. Influence student decisions.

First impressions matter. How your institution responds to future student enquiries shapes confidence, trust, and influences enrolment decisions.

CSBA’s Future Student Experience Benchmarking Program, endorsed by ATEM, provides clear, evidence-based insights into the quality of support your institution provides in the enquiry and pre-enrolment journey.

The program highlights what’s working, identifies friction points, and compares your team’s performance across the sector, helping prioritise improvements that boost engagement and conversion.

Woman working on a laptop in an office

Future Student Experience Benchmarking: Insights that drive student enrolments

  • Gain insight into how well your advisors communicate your institution’s unique benefits and handle common questions or barriers.
  • Identify service gaps and friction points impacting future student confidence and conversion.
  • Benchmark your performance against other institutions to see how your experience compares across the sector.
  • Understand how effectively your institution supports future students across key enquiry channels (phone, email, chat).
  • Use actionable insights to inform training and coaching priorities, improve team capability, and strengthen enrolment outcomes.
  • Evaluate enquiry handling quality including timeliness, personalisation, and how well advisors guide conversations toward enrolment.

As a Future Student Experience Benchmarking program participant, you’ll receive a comprehensive customised report with:

  • Key insights into how your team engages with prospective students.
  • Sector benchmarking data to see how your performance compares.
  • Clear, practical recommendations to improve enquiry handling, lift team capability, and support better enrolment outcomes


An online results portal to enable your team to:

  • Review results at a top-line level.
  • Review team or individual advisor results.
  • Share access to some, or all, of your results with unlimited portal user licences.

Optional enhancements to deliver even greater value:

  • Calibration Workshops – Deepen understanding of the SenseCX model through guided review of results, assessment measures, and real interactions. Supports consistency, resolves questions, and helps leaders coach for best practice.
  • Team Leader Training – Equip leaders with a clear understanding of the SenseCX framework and how to apply it in coaching and performance conversations.
  • Team Training – Build frontline capability in delivering high-quality, consultative conversations and conversion skills aligned with key behaviours and standards.
Laptop showing a CX benchmarking dashboard

Want to know more about the Future Student Benchmark Program?

Download the brochure here

If you missed our recent webinar
'QA that counts: Elevating Future Student Conversations', hosted by CSBA & ATEM, you can view the recording here:

Endorsed by ATEM - Trusted by Leading Institutions

“

'Our partnership with CSBA on the ATEM Future Student Benchmarking Program has been
incredibly positive. From the outset, the CSBA team have partnered with us to foster a
highly collaborative approach. They really understand our business, products, culture and
service philosophy, tailoring their evaluations to truly challenge and motivate our team.
CSBA’s evaluation standards are now embedded in our internal service experience
guidelines, ensuring best practice. Since our journey began, our team has been on an
upward trajectory, this year finishing first in the education category and second overall. It’s
a massive achievement and we’re excited to continue our partnership with CSBA into the
future.'

Pauline Frings, Justine Vartha and Lisa SnookMassey University
“

‘The program allowed us to identify what we were doing well and where we needed to improve.
We invested in training and developing our team’s skills in these areas and then undertook further assessments. This allowed us to identify new areas of focus and to build on our achievements’.

Melvyn EioFuture Students Centre Manager | University of Western Australia
“

‘The CSBA ATEM Future Student program allows us to see exactly what we’re doing well and where we can improve. We’re then able to adjust our approach in certain areas, and then see the positive impact those changes have on the overall experience’.

Luciana AndrianiGroup Manager | Monash Connect
“

'CSBA is a recognised strategic partner of ATEM. Part of their mission is to help tertiary
institutions excel in providing a consistent level of customer service across all touchpoints.
The CSBA benchmarking programs offer tertiary institutions real insight into how well they
deliver customer service. Those institutions that participate in these programs generally see
a significant improvement in the level of student satisfaction from year to year.
These programs have proven to be very successful in adding significant value to
participating institutions. Many of the participants have seen an increase in applications
and a clear return on investment.'

Kathryn BlythPast President | ATEM
“

'Participating in the CSBA Program increased our focus on customer service excellence resulting in an enhanced experience for our prospective students and ensuring consistent high-quality interactions and a student-centred approach from all team members'.

Jessica WardManager – Prospective Students Enquiry Centre | Deakin University
“

Participation in ATEM has resulted in our team incrementally improve our performance year over year.

CSBA's SenseCX program gives us the overall sector benchmarking score along with best industry CX criteria and the online results portal. This methodology is instrumental to help embed high-performance behaviours in our team and achieving this improvement.

Titus PeterHead of Student Recruitment
“

After focussing heavily on managing volume and improving accuracy of course information, we wanted to look deeper at the quality of our interactions, which is why we engaged the services of CSBA. The outcomes were received well and gave us some great insights on where some further training and attention can lead to quick wins in improving customer experience.

Simon PhillipsHead of Student Enquiry and Enrolment Services | Chisholm TAFE
“

'Our engagement with the CSBA Future Student program has been incredibly insightful. The SenseCX framework has benefitted in refining our conversations and elevating the student experience. By integrating this framework, we've been able to identify key areas for improvement and invested in training to further uplift the quality of support and engagement we offer to our students'.

Rachit MongaHead of Student Recruitment | Open Universities Australia
“

'Participating in the ATEM benchmarking has been invaluable in enhancing the quality of
service we provide to future students and for gaining insight into how we compare to other
institutions within the sector. Through our collaboration with CSBA, implementing their
SenseCX framework, and receiving ongoing support and coaching, we saw a significant
improvement in our ATEM ranking from 10th place in 2023 to 2nd place in 2024!'

Emily DuffellTraining & QA Advisor | Curtin University

Register Your Interest in the Future Student Experience Benchmark Program.