Creating customer centric business is our business

How we can help

Whether customer experience is an ongoing focus or you are just beginning to explore the possibilities, we can help you serve your customers better. At any stage in your customer experience journey, CSBA can bring our years of experience to bear.

Look & Listen

Know your customer attitudes, behaviours, needs

Query & probe

Identify strengths and weaknesses, analyse, diagnose, recommend

Think & Fix

Refine value proposition, strengths, positioning, culture

Deliver & review

Service delivery performance, progress, quality

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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

Upcoming Events

CMT Local Government Customer Satisfaction Syndicated Program

Common Measurement Tool (CMT) is a syndicated research program designed to collect feedback relating to service for any level of government and can be conducted across all...
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FEAL Customer Experience Benchmarking Program for Superannuation Funds

With most Australian able to choose their own superannuation fund, customer satisfaction is a major driver of fund competitiveness and a KPI for most fund managers.
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Local Government Customer Service Network Program

With customer service reported on to ratepayers on a regular basis, independent benchmarking and rigourous improvement are a key part of any successful local government service program....
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Case Studies

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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.
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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.
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Local Government (4) – Develop service standards and protocols