Company
About Customer Science
An Australian team of service practitioners. We help organisations become global service leaders by doing the work alongside them.
We work on the services Australians rely on every day. When a service is hard to use, people pay for it in time and worry, and the organisation pays for it too. We would rather both were spared.
Why we exist
Great service costs less and does more
Our vision
To help Australian organisations be global service leaders. We know that with great service comes lower cost and stronger business performance, and that the people using those services get what they need with the least effort.
Our mission
To bring your customer and digital vision to life. We have built a blend of capability across people, process and technology to take you from vision to outcome, and we stay until the outcome is real.
What makes us different
One partner from the first problem to the finished service
Capability in one team
Consulting, people, technology and data sit together, so you deal with one partner from advice through to delivery.
A fix or the full vision
Bring us a single problem that needs fixing or a complete vision that needs delivering. One team stays accountable for the result either way.
Practitioners
Our people have deep practical experience leading organisations, and have run the kind of team you are trying to build.
A difference that lasts
We co-design and build alongside you, then hand over something your own people can run long after we leave.
Science in the work
We agree the measures at the start and track them through delivery, so you can see the outcome for yourself.
Trusted with sensitive work
Sensitive work is one of our specialties. Clients bring it to us because we handle it with discretion and care.
Our values
What you can expect from us as people
Four values shape how we treat our clients and each other. Together they spell CIDE.
Care
We take the time to understand your situation and the people behind it before we suggest anything. Good service starts with empathy, and so does good advice.
Integrity
We are honest with you, including when the answer is not the one you hoped for. You will always know what we are doing and why.
Dependable
We do what we say we will. Our people are capable and hard working, they stay loyal to your outcome, and they measure themselves by results.
Enjoy
We bring humour and balance to the work. Projects go better when people enjoy them, and we want working with us to be an experience you look back on well.
Track record
Since 2014
- Client organisations across government, health, commercial and not-for-profit
- 300+
- End customers served by the services we have helped shape
- 760m+
- Business case funding approved on work we led or supported
- $18b+
- Typical time to return on investment
- 6 months
- People trained across Customer Science in 2025–26
- 9,000+
Figures are cumulative across the Customer Science group of brands, except training, which is for the 2025–26 financial year.
How clients rate us
Ahead of the professional services benchmarks
- Clients positive about their satisfaction, against an Australian reference of 74%
- 100%
- Net promoter score, against a consulting and agency median of 59
- +72
- Average client satisfaction, against an Australian professional services reference of 8.1
- 9.69/10
From our FY2025–26 client survey: 32 responses, 25 of which answered the recommendation question. Benchmarks are the closest public equivalents: Qualtrics XM Institute for satisfaction, Survicate and SurveyMonkey for net promoter score.
How we work
Six things you can hold us to
Practitioners
Everyone on your engagement has decades of experience running the services they now advise on. They have been through the pain so you do not have to.
Risk reduction
Proven methods, used many times, on work that looks like yours. We know where the traps are before you reach them.
Efficiency
A pragmatic approach that engages only the people and technology the outcome needs. Nothing on the invoice that is not doing something.
Quality and accuracy
Award-winning, industry-recognised practice, brought to your context rather than lifted from a textbook.
Communication
A dedicated account manager and regular governance that reviews deliverables and objectives and acts on what it finds.
Sustainability
Coaching, templates and tools so your team can maintain and keep improving the service after we leave.
What we do
Four practices and our own products, one team
Our practitioners help you understand your current customer state, storyboard and blueprint the future service, then design the operating model and the technology to deliver it.
Customer experience and operations
Research, service design, CX consulting and professional services, communications, contact centre technology and outsourcing.
AI, automation and technology
Intelligent automation, business technology, digital service transformation and information management.
Management consulting
Strategy, business cases, governance, value management, business intelligence and digital health and care.
People
Specialist contractors, workforce augmentation and an Australian office for technology companies entering the market.
Products
Customer Science Insights for real-time contact centre analytics, Knowledge Quest for knowledge quality, and CommScore.AI for customer communication quality.
Leadership
The people accountable for the work
Our specialist brands
Five specialist teams, one way of working
Each brand was built by practitioners who care about their craft. They share methods and values, and they work as one team.
Working with us
Easy to engage
We are members of federal and state government panels and hold non-government certifications, so procurement is simpler and faster.
Government panels
Federal, NSW, Queensland, Victorian and South Australian arrangements, plus Local Buy and local government panels.
Certification
ISO 9001, ISO 27001 and Essential Eight accredited.
Corporate agreements
Master services agreements with Optus and Telstra, and partnerships with the technology vendors we implement.