Why Benchmarking Matters for Internet Retailers & ISPs
In the ISP space, your contact centre is often the first point of truth for potential customers shopping for plans, arranging new connections, or chasing up activation delays and service issues.
Benchmarking shows how your centre performs in the moments that matter – where you’re exceeding expectations, where friction exists, and how you compare to other providers – all based on real customer interactions and independent Contact Centre CX Standards.
It gives you credible, data-backed insights to support CX investment, streamline onboarding and support, and strengthen your brand in a highly competitive, churn-prone industry.
Why Benchmark with ACXPA?
We’ve worked with some of Australia’s leading internet retailers and ISPs to improve the connection journey, resolve service delays, and manage support demand. Since launching public benchmarking in 2023, we’ve built a deep understanding of CX challenges in the internet services sector.
We analyse actual customer calls – not internal satisfaction scores – so you get visibility into what’s really happening when customers reach out about service, billing, or switching providers.
Use benchmarking to validate CX investments, secure internal buy-in, and drive continuous improvement across sales and support functions.
Our reports uncover bottlenecks, highlight friction in the setup and service lifecycle, and help align your teams around what great CX really looks like.
See Which Internet Retailers & ISPs Are Leading the Way
Each quarter, we publicly highlight the top-performing internet retailer and ISP contact centres in Australia, based on real customer interactions measured against the ACXPA Contact Centre CX Standards.
Here’s how the internet services sector performed most recently:
Six Benchmarking Options for Internet Service Providers
Whether you're looking to compare your contact centre against other internet retailers, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
1. ISP Call Centre Rankings (Public)
Published quarterly on our website, these free public rankings show how selected internet service providers perform based on mystery shopping assessments aligned to national CX standards.
They provide a useful high-level snapshot – but only a subset of providers are featured, and detailed results are reserved for ACXPA Members.
View Rankings
3. Monthly Snapshot Service*
A low-effort, cost-effective option for internet retailers wanting a regular temperature check. Includes 6 mystery shopper calls per month, scored against the CX Standards, with a dashboard-style summary.
It’s ideal for tracking consistency, catching issues early, or complementing internal QA efforts.
*Available to ACXPA Business Members only
Learn More
4. Benchmarking PLUS
Our most comprehensive solution – receive monthly reports across 80+ CX metrics, with confidential comparisons against up to ten nominated internet competitors.
Aligned to the Contact Centre CX Standards, it's designed to help you improve, compete, and lead your sector.
Learn More
5. Private Call Centre Benchmarking
Customisable monthly assessments tailored to your contact centre environment – including accessibility testing, compliance reviews, and bespoke scenarios.
Choose to benchmark against the CX Standards or your own internal KPIs.
Learn More
6. Call Quality Assessments
Submit your own call recordings for independent evaluation across key internet service communication criteria – including clarity, empathy, compliance, and support for vulnerable customers.
Ideal for internal training, agent feedback, or supplementing your QA framework.
Learn MoreQuick Comparison at a Glance
Ready to compare the paid benchmarking services? Use this quick table to evaluate the purpose, visibility and best use case for each option.
Looking for the free public rankings instead? View the Public ISP Rankings here.
Scroll horizontally to view all columns →
| Service
Choose the right Contact Centre CX benchmarking service for your needs.
|
Purpose
What each service helps you achieve.
|
Best For
Ideal users or scenarios for each service.
|
Action |
|---|---|---|---|
| Monthly Snapshot | Quick monthly check-in assessing your call centre against 23 high-level metrics from the Contact Centre CX Standards | Internet service providers wanting to start contact centre CX tracking, or supplementing their internal QA | Learn More |
| Benchmarking PLUS | Monthly insights comparing your internet contact centre to up to ten nominated competitors | Contact Centre & CX Leaders, Strategy, Exec Teams wanting competitive insights that drives improvement | Learn More |
| Private Call Centre Benchmarking | Tailored mystery shopping with optional compliance reviews, custom KPIs, or accessibility testing | Contact Centre & CX Leaders and compliance teams wanting deeper, customised insights into call centre and agent performance | Learn More |
| Call Quality Assessments | Agent-level scoring of your own call recordings with feedback for coaching & QA | QA teams, Team Leaders, Learning & Development managers wanting agent-level independent insights | Learn More |
Where to Next?
Whether you're ready to dive deeper or still exploring your options, here are three ways to take the next step.
Purchase a
Benchmarking Trial
Get a preview of our full reporting service for just $697. See how your contact centre compares to competitors and national CX Standards.
Explore ISPs Call
Centre Rankings
See how selected ISPs and internet retailers are performing, track sector-wide trends, and discover who’s leading the way in CX and contact centre performance.
Customer Service &
CX Training Courses
Upskill your contact centre team with expert-led training in phone, digital and face-to-face service. Designed for impact, tailored to your industry.
Still Have Questions?
We’re here to help you find the right benchmarking solution for your ISP or internet retail business. Reach out to speak with an expert, call us directly, or book a discovery session.
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