Find out what your customers actually experience
Not what your dashboard says. Not what your QA team scores. What a real customer gets when they call, email or open a chat — measured independently, and compared with your competitors.
Most organisations are grading their own homework
Internal QA scores your own colleagues, against criteria you wrote, on calls you selected. It's useful — but it can't tell you whether a customer would rate you well, or how you compare with the business competing for that same customer.
Independent benchmarking closes that gap. Within one reporting cycle you'll be able to answer, with evidence:
- Can a customer actually reach us — and how long does it take them?
- Where in the conversation are we losing people?
- Is my sales team asking for the business, or just answering questions?
- Are email and live chat as good as we assume they are?
- Are we ahead of our competitors, or behind them?
- What five things should we fix first, and what does good sound like?
Which service will answer your question?
Six services at different price points, answering different questions. This page covers the broadest one — but it isn't always the right one, so here's the honest comparison.
Customer Service Benchmarking
The broadest service. Phone, email and live chat, your scenarios, your competitors, your term — plus optional workshops and training.
Get Your Call Centre Ranking
Find out where your call centre sits in the national rankings, and how the whole process works.
Call Centre Monthly Snapshot
Your score only, tracked monthly, with inclusion in the public rankings. 23 metrics, mystery shopped, cancel any time.
Competitor / Peer Benchmarking
Your score plus nominated competitors or comparable organisations, scored on identical scenarios. 80+ metrics, optional results workshops.
Private Call Centre Benchmarking
A private program aligned to your internal priorities, risks and compliance needs. Custom focus areas, process testing, results never published.
QA / Call Quality Assessment
We assess calls your team actually recorded, and you nominate the agents or teams. The only service where assessment isn't random.
Your customers don't only call you
Measuring only the phone tells you about a slice of the experience. Choose one channel or all of them — and each is assessed on its own terms, because what makes a good email is not what makes a good call.
Phone
Where most organisations win or lose the customer. Three approaches, depending on what you need to find out.
Quality Assessments — we score your own recorded calls
You send recorded calls; we score them and return actionable insights. Best when mystery shopping isn't viable — for instance where an account ID is needed to progress a call — when you want a sample spread evenly across individual staff, or an independent check on what your internal QA is reporting. Can be aligned to your existing quality framework or compliance requirements.
Customer Service Mystery Shopping
Trained shoppers call at random times using three to four documented scenarios based on your most common enquiry types. You get navigation time, queue delay, agent name, call duration and the behaviour scores — plus non-scored insight on the product, service and pricing information your team actually gave out.
Inbound Sales Mystery Shopping
Shoppers present as customers genuinely ready to buy — new, or switching from a competitor. We assess whether your team runs a needs-based process, makes buying easy, and actually asks for the sale. Shoppers use realistic details so the call doesn't raise suspicion, and always exit on a standard objection so nothing enters your fulfilment process.
The channel almost nobody measures on quality — and the one where a sales enquiry quietly goes cold. Send us completed emails for scoring, or we run enquiries through your email service. Assessment covers what matters in writing: whether the answer was actually given, tone, clarity, and how long the customer waited for it.
Score your own emailsMystery shop enquiriesTime-to-reply measuredLive chat
Growing fast, and permanent — the customer keeps the transcript. Send us chat transcripts for assessment, or we run mystery enquiries through your chat service. Where identification is required up front, we design scenarios that still get you the insight.
Score your own transcriptsMystery shop enquiriesLooking for in-person or retail mystery shopping?
We don't offer face-to-face mystery shopping — our work is remote channels. If that's what you need, the ACXPA Supplier Directory lists providers who specialise in it.
You do almost none of the work
No implementation project, no software to install, and nothing required from your IT team.
Tell us the question
What you're trying to find out, which channels matter, and whether competitors are in scope. We'll say so if a cheaper service would answer it.
We design the assessment
Scenarios based on your real enquiry types, the criteria that matter for each channel, and any compliance points you need checked. You approve everything before it runs.
We assess
Calls, emails or chats at random times across the month, scored by the same assessors who produce our national rankings.
You get the report
Scores, trends, competitor comparison and the five priorities to fix first — plus every recording, transcript and scoresheet behind them.
You'll know exactly what to fix on Monday
Plenty of providers hand over a dashboard and a large data set. In our experience that produces meetings, not change.
In every report
- Your overall score and trend over time
- A breakdown showing exactly where performance is strong and where it drops away
- Top five priority recommendations, with tips and examples of what good sounds like
- Every recording, transcript and scoresheet, including notes on each interaction
Built to drop straight into your coaching and improvement work — not to sit in a folder.
Add competitors
Nominate any competitors or peers we can mystery shop, and we run the identical scenarios against them.
You choose how many each month. Their scores sit alongside yours in the same report, so where you're genuinely ahead — and where you're not — stops being a matter of opinion.
One picture of performance, then drill all the way down
Reporting rolls up to a single score, then breaks apart by team so you can see who needs what.
Sample figures for illustration only. Your report reflects your own scenarios, channels and criteria. Want formal certification against the standard as well? See ACXPA Certified Contact Centre.
Measuring is the easy part
A score tells you where you stand. It doesn't move anything. Every engagement can include the two things that actually shift the number — and our training is built on the same competencies you're assessed against, rather than generic customer service theory.
Quarterly Quality Insights Workshop
One hour on Zoom with Simon Blair and as many stakeholders as you like. Priority areas, live examples, selected recordings played back (you approve which), and — with your permission — a live mystery shop call assessed in real time.
Training mapped to the score
Courses for agents, team leaders and managers, aligned to the same competencies you're assessed on. Team leaders get Contact Centre Coaching PRO — how to coach against the framework itself.
Agents · Team leaders · Managers · Sales
Go further: get certified
A complete quality and performance system — the framework, assessor training and accreditation, the Agent Performance Matrix, and formal certification your customers can see.
You're not buying a report from a research firm
Most benchmarking providers measure you and leave. ACXPA is the industry association for contact centre and CX professionals in Australia — so the organisation that scores you also sets the standard, publishes the rankings, trains your people and supports them afterwards.
We set the standard
The Contact Centre CX Standards are the national framework for measuring contact centre experience — published openly, not a proprietary black box you have to take on trust.
We do this at scale, every month
Over 60 Australian contact centres tested monthly for our published rankings — same framework, same assessors. Your result sits in a real industry context, not a vendor's private scale.
The improvement resources come with it
Over 50 tools, calculators, diagnostics, templates and facilitator packs, plus benchmarking data and an industry glossary. Your team can act on the report without buying anything else.
Training that matches the measurement
Courses built on the same competencies you're scored against — so the fix is specific rather than "we need more training". Delivered through CX Skills: 4.9 out of 5.0 across four years, 170+ Australian companies.
We've run centres, not just audited them
Designed by Simon Blair and Justin Tippett — over 50 years between them running operations and building quality programs, across public sector and private.
Commercially flexible
3, 6, 9 or 12 month terms. Packages from 5 to 20 mystery shopping calls a month, and as many internal assessments as you need. Competitors and workshops optional.
Start with the parts that cost nothing
You don't have to commission a program to get value from us today.
Check your sector's rankings
Monthly published results across banking, energy, insurance, education, aged care, councils and more. If your competitors are listed, you can see where they sit before you spend a dollar.
Read the standard
Exactly what gets measured and how it's weighted — so you can judge any benchmarking provider, including us, against something published.
Use the resources
Over 50 tools, calculators, diagnostics and templates, plus articles and a glossary of more than 150 contact centre and CX terms.
Tell us what you need to find out
We'll talk through the options that fit and give you a proposal. If a cheaper service would answer your question, we'll tell you that instead — there's no value to us in selling a twelve-month program to someone who needed three.
- Phone1800 0 ACXPA or +61 3 9492 2871
- Emailinsights@acxpa.com.au
- HoursMonday to Friday, 8:30 – 17:30 AEST/AEDT
