The customer experience experts

At CSBA we help businesses and organisations be better – better for customers, better for their people, and better for the community. 

Through our work we help organisations of all shapes and sizes, across all sectors, create better customer experiences – through independent, specialised CX strategy, research, insights, quality assurance, and customer experience training.

How we work

1. Contact us to book a discovery meeting
2. Implement our program of works for improving your customer experience
3. Receive regular advice and support from our team of CX experts
4. Watch your organisation grow and become CX champions in your industry!

CSBA partners with some of Australia's most respected companies and organisations

- Mazda
- Webjet
- Uber
- CareSuper
- Aon
- Westpac
- Sydney Water
- Heart Foundation
- Monash University
- and many more


Creating better customer experiences begins with best practice CX strategy and planning. Through our CX Strategy and Consulting work we help our clients create a pathway to allow them be more customer centric.

1. Customer, employee and stakeholder research
2. Customer Journey Mapping
3. Customer centricity audits
4. Customer charter development
5. CX methodology and framework
6. Customer centricity training


Nowadays, customer research informs everything – from strategy, to processes, communications, planning and policy. Collecting the right data is critical – because poor data results in poor insights, poor planning and poor outcomes.

1. Focus groups
2. Online qualitative
3. In-depth interviews (phone & video)
4. Computer Aided Telephone Interviews (CATI)
5. Email surveys
6. Online surveys

Quality Assurance

A robust, independent, Quality Assurance program is essential for any customer-centric business – providing the insight needed to do better and be better for customers.

1. Design and implement custom service standards
2. Perform QA assessments - based on your standards
3. Implement best practice CX frameworks and standards
4. Mystery shopping or assessing real-life call recordings, emails or chat transcripts
5. Internal self-assessment using one simple online portal


Give your people the skills and knowledge they need to provide customers with better experiences – with CSBA’s best practice training and development workshops.

1. Service Excellence
2. Managing difficult customers
3. Effective questioning techniques
4. Coaching and feedback skills for team leaders
5. Sales and negotiation

Contact us today to organise a discovery meeting


Website: http://www.csba.com.au

Location and contact

  • VIC

    Contact person: Cristina Ainsworth
    Phone: 0396054900
    Email: info@csba.com.au

    477 Collins Street
    Melbourne VIC 3000
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