Why Benchmarking Matters for Banks
In banking, your contact centre plays a frontline role in customer acquisition, retention, and satisfaction – whether it’s helping someone apply for a home loan, resolve a transaction issue, or understand your products.
Benchmarking shows how your centre performs in the moments that matter – where you’re exceeding expectations, where there are risks, and how you compare to others – all based on real customer interactions and independent Contact Centre CX Standards.
It gives you the data to justify investment, improve outcomes across channels, and strengthen your brand’s reputation in a highly competitive market.
Why Benchmark with ACXPA?
We’ve supported Australian banks for over a decade through CX training, performance reviews and contact centre benchmarking. Our rankings launched in 2023 and are backed by real-world insights into financial services.
We assess actual customer calls – not internal surveys – giving you insights that reflect how real people experience your contact centre, products and service.
Use data-backed benchmarking to validate service improvements, support investment decisions, and demonstrate value to your executive and board.
Our reports go beyond scores – they identify friction points, highlight strengths, and help you lead improvements across people, process and technology.
See Which Banks Are Leading the Way
Each quarter, we publicly highlight the top-performing bank contact centres in Australia, based on real customer interactions measured against the ACXPA Contact Centre CX Standards. Here’s how the banking sector performed most recently:
Six Benchmarking Options for Banks
Whether you're looking to compare your contact centre against other banks, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
1. Bank Call Centre Rankings (Public)
Published quarterly on our website, these free public rankings show how selected banks 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 banks 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 banking 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 banking 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 banking communication criteria – including clarity, empathy, compliance, and support for vulnerable customers.
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 | Banks wanting to begin CX tracking or enhance their internal QA program with regular external insights | Learn More |
| Benchmarking PLUS | Monthly insights comparing your bank’s contact centre to up to ten nominated competitors | Contact Centre & CX Leaders, Exec Teams and Strategy wanting competitive insights to drive improvement | Learn More |
| Private Call Centre Benchmarking | Tailored mystery shopping with optional compliance reviews, custom KPIs, or accessibility testing | Banking CX, Risk & Compliance teams seeking detailed, targeted insights across key customer interactions | Learn More |
| Call Quality Assessments | Agent-level scoring of your own call recordings with feedback for coaching & QA | QA teams, Contact Centre Managers and L&D professionals focused on individual agent development | 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 bank compares to competitors and CX Standards.
Explore Bank
Rankings
See how selected banks are performing, explore sector trends, and find out who's setting the standard in customer experience.
Customer Service &
CX Training Courses
Upskill your contact centre team with industry-leading training courses for phone, digital and face-to-face service. Delivered by experts, tailored for impact.
Still Have Questions?
We’re here to help you find the right benchmarking solution for your bank. Reach out to speak with an expert, call us directly, or book a discovery session.
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