ATEM and CSBA – Higher Education

Future Student Customer Experience Benchmarking Program and Awards

See how your future students' experiences compare to other Universities and TAFE’s across the country and gain the insight needed to create better future student experiences.

Longstanding, independent and highly regarded CX research program

The Future Student Customer Experience Benchmarking Program and Awards are run in conjunction with ATEM (Australian Tertiary Education Management).

Created in 2008 in response to demand from Tertiary Institutions for independent customer experience benchmarking, research and insights – the program is regarded as the best of its kind.

Actionable feedback and insights that help drive enrolments

Competition for securing new students is at all-time highs – and for many students, their initial experience has a huge influence on whether or not they apply to study with you. Each year, we see many participants achieve significant improvements in the overall experience provided to future students – as the program provides the critical information, data and insights needed to see:

WHAT you are doing well
HOW you are performing overall
WHERE and how you can improve
How you COMPARE to other tertiary institutions

Independent and objective assessment of phone, email and chat experiences

To provide you with a true understanding of the experience potential students have, our experienced mystery shoppers contact your institution posing as a prospective future student with a general enquiry, via telephone, email and online chat.

Using CSBA’s best practice customer experience QA tool, SenseCX, they perform an independent and objective assessment of the experience – based on 30+ specific agent behaviours that are the foundation of best practice CX.

One easy to use online portal. All the answers.

With all assessments stored in your secure, easy to use SenseCX Reporting Portal, all the information you need is at your fingertips. The user-friendly interface allows you to:


your team’s overall performance against the key SenseCX measures – Success, Ease and Sentiment.


exactly where the opportunity to improve lies and pinpoint specific behaviours that need adjusting.


new behaviors, initiatives, measures and business process improvements based on meaningful insights.


data and analyse performance of agents, channels and enquiry types.


to call recordings to truly understand the overall customer experience.


raw data, statistics, reports and dashboards, quickly and easily.

‘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

‘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

Highly cost-effective syndicated program

The syndicated nature of the program means that it provides exceptional value for money for CX assessments of this calibre. There are a range of different program participation options to choose from, and we can tailor elements of the program to suit your unique needs.

Join Universities and TAFEs from across the country

As the leading, best practice, independent Tertiary Sector Customer Experience Benchmarking Program, dozens of tertiary institutions from across the country take part, including:

Want to know more about the CSBA & ATEM Future Student Customer Experience Benchmarking program?