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:
Four Benchmarking Options for Banks
Whether you're looking to compare your contact centre against other banks, uncover service gaps, or build the case for investment, there’s a benchmarking solution to suit.
Public Call Centre Rankings for Banks
Our Call Centre Rankings showcase how selected banks perform based on mystery shopping calls handled by real agents.
They offer a clear industry snapshot – but unless your brand is one of the few included, your performance data won't appear.
View Rankings
Benchmarking PLUS
Receive monthly reports on your bank's contact centre performance across 80+ metrics – plus confidential comparisons against up to ten nominated competitor banks.
Aligned to the Contact Centre CX Standards, this is the most powerful way to benchmark, improve, and lead the market.
Learn More
Private Call Centre Benchmarking
Get detailed insights into your bank’s performance with private monthly assessments, compliance checks, and custom testing scenarios.
All evaluations are benchmarked against the Contact Centre CX Standards or your internal frameworks.
Learn More
Call Quality Assessments
Assess your existing call recordings with independent evaluations of agent communication, compliance, and resolution quality.
Ideal for banks looking to support training, validate internal QA, or track improvements in customer experience over time.
Learn MoreQuick Comparison at a Glance
Still deciding which benchmarking solution is right for your bank? 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 Bank Rankings | Snapshot of performance across selected banks 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 bank 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 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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