Creating customer centric business is our business

How we can help

Customers have higher expectations than ever before. Your customers now expect a successful, easy and satisfying
experience every time they engage with you.

At CSBA we help you to fully understand these expectations; to meet and exceed them; and, to become a truly customer centric organisation.

This transformation leads to happier, more loyal customers, and more engaged and focused staff. In turn, this ultimately allows you to deliver an exceptional customer experience, more cost effectively.

Discover

Know your employee and customer attitudes, behaviours, needs

Design

Design and develop a customer centric organisational framework

Transform

Operationalise customer experience frameworks and improvements

Assure

Assess and assure customer experience excellence

Latest News

We Work where you Work

CSBA has deep expertise in customer experience in a number of different industry sectors that allows us to provide you with real insight into your sector

CSBA Current Customer Service Benchmarking Top 10

“CSBA congratulates the top performers in our latest SenseCX Benchmarking results (conducted between Aug 2017 and July 2018)”

1
MURDOCH UNIVERSITY
2
MELBOURNE WATER
3
MONASH UNIVERSITY
4
HOLMESGLEN INSTITUTE OF TAFE
5
COLIBAN WATER
6
GOULBURN MULWAREE COUNCIL
7
ACTEWAGL
8
WESTERN SYDNEY UNIVERSITY
9
UNIVERSITY OF WESTERN AUSTRALIA
10
SYDNEY WATER CORPORATION

Upcoming Events

LGPro Customer Service Special Interest Group 2018

Customer service in Local Government is forever changing.
Read more

livepro CX Knowledge Management Forum 2018

With 4 locations this CX Knowledge Management Forum is not to be missed.
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Case Studies

Click Here to read other success stories

Over time, the company’s customer satisfaction and Net Promoter Scores (NPS) have increased and the company now has a better capacity to target areas to improve customer service across its dealer network.
Read more success stories

National Car Dealership – Deliver research based training

Staff across the Council now have a shared understanding of the importance of their role in setting and delivering to customer expectations. They are now able to see how improved practice will work in their area and are now more empowered to put this into practice.
Read more success stories

Local Government (4) – Develop service standards and protocols