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When Australians reach out to open a new account, apply for a credit card, or enquire about home loan options, the contact centre experience plays a key role. These quarterly rankings reveal how well leading banks handle sales-focused enquiries — from accessibility to wait times and the quality of service provided.
All calls are placed by Australian-based mystery shoppers using real scenarios — no scripts, no advanced notice. These rankings show which banks make it easy to engage, and which ones risk losing potential customers through poor phone experiences.
This work supports ACXPA’s broader mission to improve customer experience standards across Australia. By surfacing independent, real-world performance insights, we help banks pinpoint gaps, track improvements, and raise service benchmarks in a highly competitive sector.
All calls are assessed using the Australian Contact Centre CX Standards — ACXPA’s national framework for measuring accessibility and agent service quality. Deeper insights are available through the Banking CX Benchmarking Service , which tracks over 80 performance metrics and enables banks to benchmark performance against industry peers.
Public results are updated quarterly, while ACXPA Members access monthly data, leaderboards, and more detailed trend analysis.
Australian-based mystery shoppers replicate genuine banking enquiries — not scripted or rehearsed interactions. Calls are made randomly across days and times, using real questions about credit cards, transaction accounts, and home loan options.
We don’t measure theory — we measure reality. Prospective customers don’t care about averages, sample sizes, or how polished your internal processes look — they care about their experience. That one call can influence whether they continue the journey or walk away.
All results reflect new customer enquiries — made without providing account numbers or prior relationships — ensuring a consistent and impartial benchmark across all institutions.
Note: Calls related to existing account management, digital banking support, or transaction issues are typically handled by separate teams and are excluded from this assessment.
Each quarter, we publicly share a snapshot of real customer experience performance in the banking sector – based on independent assessments of call centre accessibility, responsiveness, and agent service.
Below, you’ll see the latest leaderboard results for two of the most impactful CX metrics: Overall CX and Average Wait Times. These rankings highlight the top three performing bank contact centres – recognising those delivering outstanding customer experiences – as well as the lowest ranked bank for the quarter.
60.9%
52.3%
50.5%
27.4%
00:08
01:34
02:18
04:26
The chart below highlights the quarterly performance of the banking sector across three key metrics – Overall CX, Accessibility, and Agent Mastery – based on aggregated results from real-world mystery shopping assessments.
It shows how performance is shifting quarter to quarter – revealing where banks are improving service, and where gaps in accessibility or agent delivery are starting to show.
More insights are available in the Banking Sector Quarterly Reports, including expert commentary, top performers across all five core metrics, and deeper analysis by metric and trend.
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 service.
Accessibility
This measures how easily and quickly customers can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether customers successfully connect with an agent. Higher scores reflect smoother, more customer-friendly access experiences.
Agent Mastery
This evaluates the service quality and soft skills of the agent. It covers how well they greet, listen, explain, and resolve – plus professionalism, empathy, and clarity. It’s a direct indicator of frontline performance and the quality of your customer conversations.
Learn more about the Australian Contact Centre CX Standards that power these assessments.
