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Now in its twelfth year, the CSBA & FEAL Member and Employer CX Benchmarking Program is a highly regarded, independent, syndicated research study unlike any other available to Australian funds.


Getting Members to engage is a challenge every fund faces.
But when you are successful, what happens? Is their experience positive? Are they getting the answers they need? Does it nurture their relationship with your Fund? Providing members and employers with a great experience is just as important as trying to engage and educate them. Because, positive experiences build trust and loyalty.

Through the CSBA & FEAL Superannuation CX Benchmarking Program, you can see exactly how your member and employer experiences are impacting on satisfaction, trust and loyalty.


Ongoing measurement and assessment
The program involves two waves of research each year in February and July. CSBA conduct telephone interviews with members and employers who have interacted with your Fund. Findings are collated to provide you with a comprehensive industry benchmark, that allows you to see exactly how your Fund compares.

After canvassing participating funds and industry partners we are excited to introduce to the program this year.


Larger Sample sizes – for greater breadth and depth of insights
To provide better quality insights and greater breadth and depth, the base member research program will include:

  • 200 telephone surveys for Members/100 for Employers – with options to increase
  • Minimum 100+ online surveys* – uncapped
  • Online survey of all members – providing a benchmark of key CX metrics across the entire membership.


Better benchmarking data
To provide you with more robust benchmarking data, we’ve increased the number of large funds surveyed, delivering greater context and allowing you to see how your fund compares to funds of all types and sizes


New themes – explore and track Brand perception and loyalty
New questions, focused on understanding your member’s and employer’s relationship with your brand will provide you with the ability to explore and track:

  • Brand loyalty, perceptions and beliefs.
  • Drivers and factors that contribute to brand loyalty.
  • Risk factors that influence switching.

The syndicated nature of the program makes it exceptional value for money – at a fraction of the cost of similar custom research

Prices start at $17,400 (excl GST) for one wave of the Members Program/$12,500 (excl GST) for Employers.  By registering for more than one wave Funds can unlock further savings.

FEAL Members enjoy a 5% discount on the total registration fees.

For further information on the program and to secure your participation please contact either Nicole Linguey or Sam Monteath.


Nicole Linguey, Research Director
nicole.linguey@csba.com.au


Sam Monteath, Senior CX Consultant
sam.monteath@csba.com.au

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