#1
73.5%
Meets Standards Leads the sector for a second consecutive quarter
Independent mystery shopping · Updated quarterly
Australian Banks Call Centre Rankings
Which banks win the customer on the phone?
Almost nobody rings a bank about a home loan on a whim. By the time they call, they've compared rates and decided to act.
Every month, our mystery shoppers call Australia's banks as customers shopping for a home loan or a new credit card. Nobody is told when we're calling.
Real calls, not surveysScored on 48+ measuresPublished quarterly
Leaderboard · Q3 2026
Which banks give new customers the best call?
Ranked on Overall CX, which combines how easily callers get through with how well the conversation goes.
2nd
59.3%
Below Standard Its best-ever result
Accessibility68.9%
Agent Mastery55.1%
3rd
58.5%
Below Standard A third consecutive quarterly gain
Accessibility73.2%
Agent Mastery52.2%
●●.●%
Lowest-ranked bank
Who finished last this quarter?
Free subscribers see the lowest-ranked bank, plus the weakest result on every measure in the report.
Where the leaders sit on the Contact Centre CX Standards
Every score falls into one of five bands. The banking average sits in Below Standard, below the all-industry average.
Poor · below 45%Below StandardMeetsExceedsOutstanding58.5%59.3%73.5%Banking average 52.3%All-industry 59.0%
58.5%59.3%73.5%Banking average 52.3%All-industry 59.0%Q3 2026 is the average of July, August and September. Shows a selection of the banks we benchmark, not every provider in the sector.
Contact Centre CX Quadrant
Easy to reach, or good on the call? The best are both.
The quadrant plots how easily a caller reaches a person (up) against how well the conversation is handled (across). The Best Practice corner needs 80% or more on both.
Top three
- 173.5% Access 84.6% · Mastery 68.8%
- 259.3% Access 68.9% · Mastery 55.1%
- 358.5% Access 73.2% · Mastery 52.2%
Lowest three
- 4Free with a subscription
- 5Free with a subscription
- 6Free with a subscription
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Want the full story behind the Q3 2026 results?
The full report goes bank by bank through what moved, and why.
- A scorecard of every headline measure
- Bank-by-bank stories
- Where callers are lost, minute by minute
- What unanswered sales calls could be costing you
Coming soon
Q4 2026 report
October to December results are being assessed now.
Members
Q2 2026, Q1 2026 and Q4 2025 reports
Past quarterly reports are included with membership.
Against every sector we benchmark
Banking ranks 7th of the 7 sectors we benchmark, but gained the most
Internet67.2%
Energy61.1%
Car Insurance61.0%
Councils60.2%
Education56.4%
Aged Care56.4%
Banks52.3%
All-industry 59.0%
Good conversations, held back by getting through
Banking finished 6.7 points below the all-industry average of 59.0%, but posted the largest gain of any sector.
Its Accessibility is the lowest of any sector, while its Agent Mastery sits above the all-industry average.
Compare all sectors →Where callers are lost
How long does it take a new customer to reach a person at their bank?
Phone menu, recorded messages and the queue, from the moment the call connects.
FastestBank Australia
2:31
Sector averageBanks
3:53
Slowest
Phone menuRecorded messagesWaiting for an agent
Includes calls that weren't answered, which count up to the ten-minute limit. Each part is averaged separately, so totals can differ by a second.
1:58Average wait in the queue, the biggest part of the journey
83.8%of calls answered within ten minutes, ▲ 8.5 pts on Q2
3.1phone menu layers on average before reaching the queue
How we measure
No surveys. No spin. Just real calls.
Our Australian-based mystery shoppers call as genuine new customers: shopping for a home loan, or applying for a new credit card.
Calls are placed on different days and at different times, without an account or customer number, so we measure what any member of the public gets.
Everyday banking, card and existing-account calls go to different teams, so they sit outside these rankings.
How a mystery-shop call works
Five moments we measure on every call
- 1
We call
A mystery shopper calls as a customer shopping for a home loan or credit card, on a random day and time.
- 2
The phone menu
We time the menu and recorded messages, and count the layers before the queue.
- 3
The queue
We time the wait until a real person answers, up to a ten-minute limit.
- 4
The conversation
The agent is scored on Engage, Discover, Educate, Close and Impact.
- 5
The score
Every call is rated against the Contact Centre CX Standards, then averaged each quarter.
Measure 1
Accessibility
How easily a caller reaches a real person: the phone menu, how clear the options are, the wait, and whether the call is answered at all.
Measure 2
Agent Mastery
How well the conversation is handled once someone answers, across five competencies: Engage, Discover, Educate, Close and Impact.
The headline score
Overall CX
Both measures combined, with penalties when a call breaks down badly, so a serious failure can't be averaged away.
30% Access70% Agent Mastery
The five bands
- Outstanding 91% and above
- Exceeds Standards 76–90%
- Meets Standards 61–75%
- Below Standard 45–60%
- Poor below 45%
How we keep it fair: selection, scoring and sample
A cross-section, not a census
We benchmark a mix of major banks, mutuals and challenger banks, reflecting the range of experiences Australians have when they call.
The list grows over time, so a quarter's selection isn't a judgement on who matters in Australian banking.
No bank can influence its result
Banks aren't told when we call. Every one is scored the same way and published exactly as measured.
A score can't be bought, adjusted on request, or withdrawn.
One standard for every call
Every call is scored against the ACXPA Contact Centre CX Standards.
The same scorecard is used in every sector, every month.
A consistent sample, by design
This isn't a high-volume audit. We assess a consistent sample of calls to each bank every month.
Customers judge a bank on the call they made. A steady monthly sample shows whether that experience holds.
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- Lowest-ranked bank
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Where to from here?
Two ways to go further
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Other sectors
How do other sectors answer the phone?
The same calls, the same scorecard and the same standard, across every sector we benchmark.
Call Centre RankingsAged CareView rankings →Call Centre RankingsCar InsuranceView rankings →Call Centre RankingsCouncilsView rankings →Call Centre RankingsEducationView rankings →Call Centre RankingsEnergy RetailersView rankings →Call Centre RankingsInternet RetailersView rankings →Not listed?Want your sector benchmarked?Add your sector →
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