View the call centre performance of Australian Banks Q1 2024 containing wait times, quality of customer service and over 80 metrics.
Each month, we conduct mystery shopping calls into a cross-section of Australian Banks to provide Voice of the Customer (Voc) insights into the genuine experience customers are receiving when trying to connect to a live person at an Australian Bank.
Every single mystery shopping call is meticulously assessed against the Australian Contact Centre Quality Standards, containing over 80 different individual performance elements to generate three key metrics:
- The ACCESS score measures how easy it was connect to a live contact centre agent at the bank across five core components: Search, Design, Ease, Audio and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc).
- The QUALITY score measures the experience of the interaction with the live contact centre agent across five competencies: Engage, Discover, Educate, Close and Energy.
- The OVERALL combines the two scores above with proprietary weightings on the competencies that influence the customer experience the most, and it's this score that is used to determine the overall ranking results.
This combination provides powerful, independent insights into the banks with the best customer service via the call centre channel, enabling us to ensure we provide the resources, skills and insights where it matters most to help Banks improve the experiences for their customers.
Quarterly public reports are published on this page and ACXPA members have exclusive (and instant) access to additional monthly reports and lifetime average data, plus the ability to gain insights into how to improve their scores through the sharing of best practices, resources, training and support.
banks with the best customer service
Jump Straight to a Section
- How Mystery Shopping works for Banks
- Latest Quarter Results
- Australian Call Centre Quality Standards
- Quarterly Reports
- Monthly Report Downloads (ACXPA Members only)
- Lifetime Averages (ACXPA Members only)
- How to get data for your Bank
How the Banks Mystery Shopping Calls Work
Mystery Shopping calls are designed to replicate a real customer experience and are made at random days and times with differing scenarios tailor-made for Banks.
Just like real customers, they don't care about sample sizes, demographics, busy periods than normal etc. Customers only care about their call and will make all their judgements and decisions based on that one single experience and that is what our Mystery Shopping Insights are designed to capture.
If you would like to nominate minimum sample sizes, test specific scenarios or benchmark different channels (i.e. emails, live chat etc., please refer to our Customised Customer Service Benchmarking Service >
The Latest Australian Banks Call Centre Rankings
Each quarter, we publicly release the leaderboards for the top 3 Banks and the lowest on this page for four key metrics:
- Overall Rankings - the ultimate recognition!
- Most Accessible - how easy it was to connect to a live person.
- Best Quality - the interaction with the live person.
- Best Wait Times - the average time to get through to a live person.
We also provide additional insights in the quarterly report download, and to access all the information, purchase the Contact Centre CX Benchmarking report for your Bank.
Overall Scores
Banks Q1 2024
1st:NAB64.1%
2nd:ANZ52.1%
3rd:ING40.7%
Lowest:Bendigo Bank32.2%
BANKS AVE43.0%
INDUSTRY AVE54.7%
Best ACCESS
Banks Q1 2024
1st:NAB68.6%
2nd:ING46.7%
3rd:Westpac42.1%
Lowest:CBA32.3%
BANKS AVE44.2%
INDUSTRY AVE63.3%
BEST QUALITY
Banks Q1 2024
1st:ANZ71.1%
2nd:NAB62.2%
3rd:ING57.2%
Lowest:Westpac43.6%
BANKS AVE57.5%
INDUSTRY AVE57.6%
Best WAIT TIME
Banks Q1 2024
1st:Westpac00:04
2nd:NAB00:49
3rd:ANZ04:17
Longest:Bendigo Bank06:29
BANKS AVE03:40
INDUSTRY AVE02:40
Australian Contact Centre Quality Standards
The contact centres for the Australian Banks are assessed against the Australian Contact Centre Quality Standards, which have been refined for over 30 years and used to assess over 50,000 calls.
The standards we use:
- Provides clear guidance on what is required to deliver a good customer experience via the contact centre regardless of size, sector, product or service.
- Uses scores that have a direct correlation to business outcomes - when businesses consistently achieve above 'Met Standards', there is a direct correlation to improved results however you measure them – Customer Satisfaction, Sales Conversions, Net Promoter Score (NPS), Customer Effort Score, improved efficiency, reduced AHT etc.
- Provide insights you can act on - there is no point having data for 'data's sake'. The whole idea of benchmarking and standards is to help you identify specific areas in which you excel and specific areas in which you need to work on to improve business outcomes. Our Standards enable you to hone in on over 80 different performance elements, ensuring no stone is left unturned!
Want to be the leader in your industry?
Knowing your results is one thing, but then what? Through our partnership with CX Skills, we can provide training for frontline employees, team leaders, contact centre managers and workforce planners, whether it's for customer service or sales.
All our courses are designed to help you improve your results and are directly aligned to the standards that are measured, so you'll see an immediate uplift in performance.
And even better, ACXPA members receive 25% off all courses!
Download the Banks Monthly Summary Report
View the Quarterly Public Reports
Just click on a quarterly report below to view detailed information for call centres in the Australian Banking sector, including the rankings for a range of metrics including average wait times, quality scores and much more.
Monthly summary reports and Quarterly Trend reports are also available for ACXPA Members, and if you'd like to access the full data (over 80 metrics) for your call centre and any five Banks you nominate, purchase the Contact Centre CX Benchmarking report >
Lifetime Averages
(Since records commenced in August 2023)
Want over 80 benchmarking insights for your Bank?
How to gain exclusive Voice of the Customer (Voc) insights for your Bank
Purchase our Contact Centre CX Benchmarking Service, and you’ll receive the following:
- Six Mystery Shopping calls into your call centre each month. Each call is assessed against over 80 different metrics and you'll receive the quality assessor’s notes, the employee’s name (where provided) and the full call recording.
- Benchmarking data for any five Banks that you nominate so you can compare your performance against other Banks that matter to you.
- Aggregate (sector) data for all the other Banks we assess to provide you with sector-wide results to further compare your results.
- A monthly email with data to track your performance.
- A quarterly report containing insights and trends that are easy to understand, along with personalised, actionable recommendations to help improve your performance.
- An optional Quarterly Insights workshop for your team (conducted live via Zoom) that can provide additional insights, coaching and guidance.
- Access to best-practice training that will deliver improved results for both your customers and your business.
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July 2024 Customer Service Reception Essentials
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August 2024 Retail Essentials
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