What does CSBA do?

At CSBA we are passionate about understanding, measuring and improving customer service.

We have developed a unique methodology for monitoring the customer service across all customer touchpoints. We regularly test and report on the customer service of more than 250 Australian organisations.

We are focused on helping companies provide a consistent customer service experience across all channels. This focus significantly helps organisations keep customers and improve profits.

Because real customers make calls across many industries, it is important to remember that you are being compared every day to other businesses.

Do you know how your customers rate the service they get from you? How customers compare you to other providers? With our free sample report you can find out in a short time how well you are really going!

Contact us today for your free sample report.

CSBA Congratulates the 2013 ATEM Award winners for 'Excellence in Telephone Customer Service'

Best University - University of New South Wales, Canberra @ ADFA

Best Group of Eight University - The University of Adelaide, Professional Services Department

Best TAFE - Kangan Institute

Customer Service Benchmarking Australia (CSBA) presented the much coveted awards for ‘Excellence in Telephone Customer Service’ in three categories this year, at the ATEM Student Service Centre Conference in Canberra 01 – 03 May 2013. The theme of this year’s Conference was ‘Are We Truly Student-Centred?’

This back-to-basics customer service discussion point encouraged delegates to discuss best practice, physical and e/virtual service delivery, innovation and what the future holds. The conference focused on whether students’ needs are truly being met by the centres that are there to support them now, and into the future. CSBA assessed over 30 Institutions using the unique CSBA customer service model.

Each institution was contacted by telephone from January through to March and simple questions were asked to determine how effectively the institution met its callers’ needs. Calls were rated using over 30 different criteria that reflect the service quality of each call.

The results were then collated and the winners revealed.


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If you are serious about understanding how well your organisation serves its customers then speak to CSBA.

We can help you achieve tangible, sustainable improvement fast.

Click HERE to download a copy of our latest brochure

Mystery Shopping

CSBA offers Australia’s most comprehensive and rigorous Mystery Shopping Program across all communication channels including phone, face to face, web and email.

Customer Satisfaction

The best insight into your organisations performance comes from your customers. CSBA Customer Satisfaction Surveys gather information by talking directly to your customers about the customer service experience.

CSBA has the knowledge and expertise to know what processes and measures e.g. (NPS, loyalty, ease of doing business) provide the best value for money when developing Customer Satisfaction Programs.

This ensures programs deliver valuable insights which can be linked into business improvement programs.

Customer Satisfaction Survey

Consulting

Organisations that want to attain a customer service competitive advantage can employ a combination of CSBA Mystery Shopping and Customer Satisfaction Surveys with our team of highly respected consultants who can put it all together to make customer service excellence a reality.