Why Benchmarking Matters for Aged Care Providers
In aged care, your contact centre is often the first and most important point of contact for elderly clients and their families – whether they are enquiring about in-home care services, support plans, or assistance with a specific issue.
Benchmarking shows how your centre performs in these critical moments – where you’re delivering outstanding service, where gaps exist, and how you compare to other providers – all based on real customer interactions and independent Contact Centre CX Standards.
It provides credible, data-backed insights to support CX investments, improve service delivery, and strengthen your brand in a highly competitive and sensitive market.
Why Benchmark with ACXPA?
We’ve worked with leading Australian aged care providers to optimise care coordination, client engagement, and support experiences. Since launching public benchmarking in 2023, we've gained deep insights into client expectations, service delivery challenges, and care outcomes in the aged care space.
We analyse actual customer calls – not internal satisfaction scores – so you get visibility into what’s really happening when clients contact your team for service inquiries, care planning, or issue resolution.
Use benchmarking to validate CX investments, secure internal buy-in, and drive continuous improvement across your client support and care operations.
Our reports uncover bottlenecks, highlight missed opportunities, and help you align your contact centre strategy with what great CX in aged care looks like.
See Which Aged Care Providers Are Leading the Way
Each quarter, we publicly highlight the top-performing aged care provider contact centres in Australia, based on real customer interactions measured against the ACXPA Contact Centre CX Standards.
Here’s how the aged care sector performed most recently:
Six Benchmarking Options for Aged Care Providers
Whether you're looking to compare your contact centre against other aged care providers, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
1. Aged Care Call Centre Rankings (Public)
Published quarterly on our website, these free public rankings show how selected aged care 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 aged care providers 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 aged care 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 aged care communication criteria – including clarity, empathy, compliance, and support for vulnerable callers.
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 Rankings here.
Scroll horizontally to view all columns →
| Service Choose the right 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 | Aged care providers wanting to start contact centre CX tracking, or supplementing their internal QA | Learn More |
| Benchmarking PLUS | Monthly insights comparing your aged care 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 aged care contact centre compares to competitors and national CX Standards.
Explore Aged Care
Rankings
See how selected aged care providers 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 aged care business. Reach out to speak with an expert, call us directly, or book a discovery session.
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