Australian Banks Q4 2025 Call Centre Rankings
These results show how effectively Australian banks handle new customer enquiries — based on real mystery shopping calls from people comparing products, seeking rates and fees, or getting answers before opening an account or applying for credit.
Each call is evaluated across more than 80 CX metrics aligned with the Australian Contact Centre CX Standards . This provides a consistent, independent, data-driven assessment of how well banks manage enquiries, build trust, and convert interest into new relationships across deposits, cards, lending and small business banking.
For banks, these results matter. Every missed call, long wait, or unclear explanation means lost acquisition, leakage to competitors, and wasted marketing spend. Our benchmarking pinpoints where friction occurs — and how top performers turn first contact into confident customer decisions. Through ACXPA’s Banking Benchmarking Services , institutions can identify service gaps, lift enquiry handling, and strengthen sales conversion outcomes across channels.
Executive Summary – Australian Banks Q4 2025
The Australian banking sector delivered a mixed and volatile performance in Q4 2025, with significant variance between leaders and laggards. ANZ Bank (59.7%) led Overall CX for the first time and recorded its best result to date, while Bank Australia (14.1%) recorded the lowest Overall CX score nationally across all sectors measured this quarter.
Accessibility continues to be the sector’s defining weakness. Accessibility averaged 37.3%, and the banking sector ranked lowest of all sectors measured in Q4 2025 — a position it has now held in 9 of the past 10 quarters. Accessibility measures how easily prospective customers can reach a live agent, including IVR navigation complexity, wait time, and calls answered within 10 minutes. The sustained low ranking indicates ongoing difficulty for customers attempting to connect regarding new home loans or financial services enquiries.
Hume Bank (67.5%) led Accessibility for the second consecutive quarter, while Westpac (16.2%) recorded the second-lowest Accessibility result nationally. Westpac had the highest IVR menu navigation layers (4.8), failed to answer 38.9% of calls within 10 minutes, and received penalties for persistent redirection to offline channels and repeated in-queue messaging.
In Agent Mastery — assessed across the five ACXPA competencies of Engage (rapport and connection), Discover (needs exploration), Educate (clarity and explanation), Close (progressing commitment), and Impact (confidence at conclusion) — ANZ (61.0%) led the sector, followed by NAB (53.5%). However, the sector average declined for the third consecutive quarter to 48.2%, reflecting ongoing inconsistency in conversation quality.
Wait Times increased to an average of 4:16, with Bank Australia recording 8:53 — the longest of any contact centre measured nationally this quarter. Only ANZ answered 100% of calls within 10 minutes, achieving this milestone for the first time. While isolated improvements are evident, the sustained Accessibility challenges continue to materially constrain Overall CX performance across the sector, with substantial opportunity to move closer to best-practice (100%).
🏅 Top Performers – Banking Sector Q4 2025
🏆 Overall CX – ANZ Bank (59.7%)
ANZ recorded its best Overall CX result to date, finishing first in the sector and demonstrating balanced performance across Accessibility and Agent Mastery.
📞 Accessibility – Hume Bank (67.5%)
Accessibility measures how easily customers can reach a live agent, including IVR navigation complexity, wait time, and calls answered within 10 minutes. Hume has now led this metric for two consecutive quarters and four of the last five.
⭐ Agent Mastery – ANZ (61.0%)
Agent Mastery evaluates the five competencies of Engage (rapport), Discover (needs exploration), Educate (clarity of explanation), Close (progression and commitment), and Impact (confidence at conclusion). ANZ led the sector overall and also topped both Engage (54.2%) and Discover (63.0%).
⏱ Fastest Wait Time – ANZ (0:23)
ANZ recorded the fastest Average Wait Time in the sector at 23 seconds — its best result on record.
📉 Overall CX Challenges – Banking Sector Q4 2025
🚪 Accessibility remains the primary barrier
The sector’s Accessibility average fell to 37.3%. Westpac (16.2%) recorded the second-lowest Accessibility score nationally and has now ranked last in the sector for two consecutive quarters. Bank Australia (16.4%) and Great Southern Bank (48.6%) also recorded their lowest Accessibility results on record.
⏳ Extended Wait Times impacting sector performance
The sector’s average Wait Time increased to 4:16. Bank Australia’s 8:53 was the longest wait time recorded of any contact centre measured nationally this quarter, and its wait times have increased for five consecutive quarters.
📊 Agent Mastery volatility continues
The sector’s Agent Mastery average declined to 48.2%, marking three consecutive quarters of decline. Four different leaders and four different lowest performers across 2025 indicate instability in conversation execution.
⚠ Significant performance variance
The gap between ANZ’s 59.7% Overall CX and Bank Australia’s 14.1% underscores substantial variance across the sector. With best-practice defined as 100%, even leading banks retain considerable opportunity to strengthen accessibility, consistency, and conversion effectiveness.
🏆 Key Wins – Banking Sector Q4 2025
📈 Bendigo Bank continues steady improvement
Bendigo Bank improved Overall CX for three consecutive quarters (24.5 → 36.9 → 37.9) and achieved three consecutive improvements in Calls Answered within 10 Minutes (29.2% → 55.6% → 72.2%).
📞 ANZ achieves 100% Calls Answered milestone
ANZ was the only bank to answer 100% of calls within 10 minutes, marking the first time it has ever achieved this result.
💬 Westpac leads Close competency
Despite broader Accessibility challenges, Westpac achieved the highest Close score in the sector (69.4%), demonstrating strength in progressing conversations toward commitment.
🌟 Impact excellence from Bendigo Bank
Bendigo Bank led the Impact competency at 74.7%, reflecting strong ability to leave prospective customers feeling confident at the end of the interaction.
Recognising Call Centre Excellence in Australian Banking
Congratulations to the top-performing Australian banks delivering exceptional customer experiences through their call centres in Q4 2025.
These results are based on independent mystery shopping assessments, using real customer enquiries to measure how effectively banks support people exploring new accounts, refinancing, or switching home loans.
Recognition in these rankings goes beyond efficiency – it reflects banks that combine accessibility with genuine service quality, helping customers make confident, informed financial decisions.
By making it easy for prospective customers to connect, get clear answers, and feel understood, these organisations are setting the standard for trust, responsiveness, and professionalism in banking CX.
59.7% 54.6% 50.1% 14.1%Quarterly Trend
Overall CX
Australian Banks
The Overall CX Score is the most important metric in our benchmarking program – a single, weighted score that reflects how easy it is for customers to reach a contact centre and the quality of the experience once connected.
As the defining measure of customer experience, the Overall CX Score blends Accessibility (30%) and Agent Mastery (70%) to reflect both access and impact – with a greater emphasis on the agent’s role in shaping outcomes. Penalties are applied for major breakdowns to ensure a true picture of performance from the customer’s perspective.
Learn more about the Contact Centre CX Standards >
Key Metrics Trend – Australian Banks (12-Month View)
The chart below highlights a 12-month trend across three core CX performance metrics for Australian banks:
Overall CX – A weighted composite score reflecting the end-to-end customer experience, factoring in accessibility, agent quality, and call handling efficiency.
Accessibility – The ease of reaching a human agent.
Agent Mastery – The quality and effectiveness of agent conversations.
Overall CX
This is the headline metric – representing the total customer experience across every stage of the call journey. It’s calculated using a weighted combination of the Accessibility and Agent Mastery scores, providing a holistic view of how well banks are delivering end-to-end experiences during revenue-intent enquiries such as home loans, refinancing or switching providers.
Accessibility
This measures how easily and quickly a prospective customer can reach a real person. It includes navigating menus, clarity of options, queue times and whether callers successfully reach an agent. Higher scores indicate faster access, lower friction and fewer abandoned sales opportunities.
Agent Mastery
This evaluates the quality and professionalism of the conversation once contact is made. It measures how effectively banking staff qualify needs, explain products, handle objections, and guide the customer toward next steps such as applications or appointments — all while maintaining compliance and empathy. It’s a direct measure of agent capability in high-value customer acquisition scenarios.
Learn more about the Australian Contact Centre CX Standards that underpin these assessments.
