Why CSBA? We are Customer Service Benchmarking Australia – we have a proud history of running National benchmarking programs. We recognise it is a bit of a mouthful – so we tend to call ourselves CSBA. We are naturally curious. Our passion is to understand, measure and improve customer service in order to help our clients be more successful. We do this by understanding our clients’ strategies and aspirations and the performance our clients want to achieve. We then develop programs, conduct customer research, measure and assess performance and provide training to enable our clients to deliver outstanding service.
We began operations in 1997, and now operate nationally across a variety of industry sectors. These include: Telecommunications; Financial and Insurance services; Utilities, Tertiary Education, Public Administration, Retail, Professional Services and Travel. We have a particular strength in helping “no choice” environments see the value in improving customer service.
We have a unique methodology for monitoring the performance of contact centres using test calls, email monitoring or mystery shopping. We regularly review the response of more than 150 Australian entities in this manner, using our own in-house Field and Data Management Teams.
CSBA follows all Australian Market and Social Research Society of Australia’s (AMSRS) guidelines in conducting studies. We also adhere to the ESOMAR Policy on Mystery Shopping and are registered with the AusContact Association.