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:
Four 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.
Public Call Centre Rankings for Aged Care Providers
Our Call Centre Rankings showcase how selected aged care providers perform based on mystery shopping calls assessed against real standards.
They provide a clear sector snapshot – but unless your brand is selected, your data won’t appear in the public results.
View Rankings
Benchmarking PLUS
Receive monthly reports on your contact centre’s performance across 80+ metrics – plus confidential comparisons against up to ten nominated aged care competitors.
Aligned to the Contact Centre CX Standards, this is the most powerful way to benchmark, improve, and lead your category.
Learn More
Private Call Centre Benchmarking
Get monthly insights into your aged care contact centre’s performance, including optional compliance reviews, custom call scenarios, and accessibility audits.
All assessments are benchmarked against the Contact Centre CX Standards or your internal benchmarks.
Learn More
Call Quality Assessments
Assess your existing call recordings with independent evaluations of agent communication, care knowledge, compliance, and service quality.
Ideal for aged care providers looking to enhance training, improve internal QA, or independently validate CX performance.
Learn MoreQuick Comparison at a Glance
Still deciding which benchmarking solution is right for your aged care service? Compare the purpose, visibility, and best use cases for each option.
Scroll horizontally to view all columns →
| Service Choose the right CX benchmarking service for your needs. | Purpose What each service helps you achieve. | Visibility Who can see the results. | Best For Ideal users or scenarios for each service. | Action |
|---|---|---|---|---|
| Public Call Centre Rankings | Snapshot of performance across selected aged care providers using real customer interactions | Public – high-level trends only | Anyone seeking transparency and sector-wide performance insights | View Rankings |
| Benchmarking PLUS | Monthly insights comparing your aged care service with up to ten nominated competitors | Private & Confidential | Call Centre Leaders, CX improvement teams, Strategic Leaders | Learn More |
| Private Call Centre Benchmarking | Detailed internal reports, with optional compliance reviews and custom criteria | Private & Confidential | Call Centre & CX Leaders, Board Reports, Transformation Projects | Learn More |
| Call Quality Assessments | Agent-level evaluations of real customer calls with coaching feedback | Private & Confidential | QA Teams, L&D Managers, Team Leaders, Call Centre Managers | 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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