Australian Internet Retailers / ISPs Q4 2025 Call Centre Rankings
These results show how effectively Australian internet providers handle new customer enquiries, plan comparisons, and connection or switch requests — based on real mystery shopping calls assessing what customers experience when setting up new internet services or exploring alternatives.
Each call is evaluated across more than 80 CX metrics aligned with the Australian Contact Centre CX Standards . This provides a consistent, independent, and data-driven assessment of how well internet providers convert enquiries into sales while delivering a clear, professional first impression.
For ISPs, these results matter. Every unanswered call, long wait, or confusing product explanation represents lost revenue and wasted acquisition spend. Our benchmarking pinpoints where friction occurs — and how the best providers turn customer interest into confident sign-ups. Through ACXPA’s Internet / ISP Benchmarking Services and tailored training programs, providers can identify execution gaps, improve sales effectiveness, and reduce customer acquisition costs through better CX design.
Executive Summary – Australian Internet Retailers Q4 2025
The Australian Internet Retailers and Internet Service Providers (ISPs) sector delivered a mixed performance in Q4 2025, characterised by strong accessibility outcomes but renewed pressure on overall experience and conversation quality. iiNet (75.4%) led the sector for Overall CX, recording not only its best-ever result but also the highest Overall CX score nationally across all sectors this quarter. At the other end of the spectrum, Optus Internet (46.8%) ranked last for the second consecutive quarter, marking its lowest recorded result to date.
Sector-wide Overall CX declined for the third consecutive quarter, reinforcing that while individual providers achieved standout results, consistency across the market remains fragile. Best practice for Overall CX remains 100%, meaning that even the leading result of 75.4% indicates substantial opportunity to further improve customer confidence, clarity, and conversion effectiveness.
Accessibility continues to be a defining strength for the ISP sector. The sector averaged 82.2%, with Dodo Internet (94.5%) leading for the fourth consecutive quarter. Dodo’s result was the second-best nationally, narrowly behind ENGIE (94.8%), while iiNet (92.6%) ranked fourth nationally. In contrast, Telstra Internet (58.0%) again recorded the lowest Accessibility score and has ranked last every quarter since measurement commenced in Q3 2023.
Agent Mastery averaged 55.8%, reflecting moderate performance against the ACXPA competencies of Engage, Discover, Educate, Close, and Impact. iiNet (68.1%) led the sector and ranked third nationally, while Optus Internet (43.3%) ranked last for the second consecutive quarter. Together, these results highlight a sector that continues to answer calls quickly, but with uneven execution when it comes to influencing decisions and guiding customers through to confident purchase outcomes.
Top Performers
🏆 Overall CX – iiNet (75.4%)
iiNet reclaimed the top position after three quarters of decline, delivering not only the highest Overall CX score within the ISP sector but also the best Overall CX result nationally across all sectors measured in Q4 2025.
📞 Accessibility – Dodo Internet (94.5%)
Dodo led Accessibility for the fourth consecutive quarter. Its 94.5% result was the second-best nationally, reinforcing the ISP sector’s position as one of the strongest industries for ease of access to sales enquiries.
⭐ Agent Mastery – iiNet (68.1%)
iiNet also topped Agent Mastery, ranking third nationally. The result reflects consistent execution across all five ACXPA Agent Mastery competencies: Engage, Discover, Educate, Close, and Impact.
⏱ Fastest Average Wait Time – iiNet (0:12)
iiNet recorded an average wait time of just twelve seconds, the fifth-fastest result nationally and only the second time the provider has led the ISP sector for speed to answer.
Key Wins
🚀 Strong accessibility leadership
The ISP sector maintained high Accessibility outcomes, averaging 82.2%. Multiple providers delivered nationally leading results, with Dodo (94.5%) and iiNet (92.6%) both ranking among the top performers across all industries.
📞 Calls answered within ten minutes
All ISPs answered calls within ten minutes except Optus, which recorded 77.8%. The ISP sector remains one of only two sectors nationally to achieve near-universal compliance with this accessibility benchmark.
🧭 High-performing discovery behaviours
In the Discover competency — which assesses an agent’s ability to identify customer needs early in the interaction — iiNet and TPG jointly led on 66.7%, providing a strong foundation for accurate recommendations and improved sales alignment.
📈 Nationally competitive results
Several ISP results ranked among the best nationally across Overall CX, Accessibility, Agent Mastery, and Wait Times, reinforcing the sector’s reputation for operational responsiveness and competitive customer access.
Overall CX Challenges
📉 Declining Overall CX trend
Despite strong individual performances, the ISP sector recorded its third consecutive quarterly decline in Overall CX. The result highlights ongoing volatility across providers and the challenge of sustaining consistent end-to-end customer experience performance.
💬 Agent Mastery remains below best practice
With Agent Mastery averaging 55.8%, many interactions continue to fall short of best practice across the competencies of Educate, Close, and Impact — the stages most directly linked to confident decision-making and conversion.
⏳ Rising wait times
Average wait times increased for the third consecutive quarter, reaching 1:12 across the sector. While still competitive nationally, the upward trend signals emerging pressure on access performance if not closely monitored.
⚖ Uneven accessibility outcomes
While the sector performs strongly overall, Accessibility results varied significantly between providers. Telstra Internet (58.0%) again ranked last and has done so every quarter since Q3 2023, underscoring the persistent gap between leading and lagging access experiences within the market.
Recognising Call Centre Excellence for Internet Service Providers
Congratulations to the top-performing internet service providers delivering exceptional customer experiences via their call centres in Q3 2025.
These rankings are based on independent mystery shopping assessments, using real customer enquiries to evaluate how effectively providers support Australians looking to switch plans, connect a new service, or resolve pre-sales questions.
Recognition in these rankings highlights providers who stand out for their speed, clarity, and service quality – turning everyday enquiries into high-impact acquisition opportunities in a fiercely competitive market.
67.4%
64.7%
64.0%
58.6%Quarterly Trend
Overall CX
Internet Service Providers
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Key Metrics Trend – Internet Retailers (12-Month View)
The chart below highlights a 12-month trend across three core CX performance metrics for Australian Internet Service Providers:
- 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 measured across over 40 metrics, including ease of menu navigation, wait times, recorded messaging lengths and more.
- Agent Mastery – The quality and effectiveness of agent conversations delivered through soft skills and behaviours, measured across five core competencies and over 18 individual metrics.
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