Customer Service Benchmarking Australia

Our Values

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.

Our Team

Our team is comprised of highly skilled and passionate customer service professionals. With extensive expertise in developing research programs, data collection, data analysis and consulting, our experience spans a broad range of industry sectors.



Location and contact

  • VIC

    Contact person:
    Phone: 1800358081

    L10, 356 Collins St
    Melbourne VIC 3000
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