Why Benchmarking Matters for Councils
In local government, contact centres do more than answer phones – they shape community perceptions, resolve ratepayer enquiries, and support critical services such as waste, planning, permits and more.
Benchmarking helps you understand how your centre performs, where you’re leading or lagging, and how to improve – based on real customer experiences and independent Contact Centre CX Standards.
It also provides credible evidence to support investment decisions, demonstrate accountability, and ensure your service delivery meets the expectations of your community and elected officials.
Why Benchmark with ACXPA?
We’ve been supporting local councils for years through contact centre training, service reviews and benchmarking. Our public call centre rankings began in 2023, building on a deep understanding of the unique challenges faced by local government.
We analyse real customer calls - not internal surveys - to ensure you're getting insights that reflect the actual experience of ratepayers and residents.
Benchmarking supports governance goals by providing data-backed evidence for service performance, resource allocation and improvement plans.
Our reports don’t just show where you stand - they help you improve. Identify pain points, streamline call handling, and align your team to best practice.
See Which Councils Are Leading the Way
Each quarter, we publicly highlight the top-performing council contact centres in Australia based on real customer interactions assessed against the ACXPA Contact Centre CX Standards. Here’s how the local government sector performed most recently:
Four Benchmarking Options for Councils
Whether you're looking to compare your council against others, identify service gaps, or get objective evidence for funding decisions, there's a benchmarking solution to suit.
Public Council Rankings
Our Call Centre Rankings highlight how selected councils perform based on real mystery shopping calls.
They provide a clear sector-wide snapshot - but unless you're one of the few councils randomly selected, your centre's data won't appear.
View Rankings
Benchmarking PLUS
Receive monthly reports on your council's performance across 80+ metrics - plus confidential comparisons against up to ten nominated peer councils.
Aligned to the Contact Centre CX Standards, this is the most powerful way to benchmark, track, and improve.
Learn More
Private Call Centre Benchmarking
Get monthly insights into your council's performance, with confidential reporting and deeper options like compliance checks, custom scenarios, and accessibility audits.
All assessments are benchmarked against the Contact Centre CX Standards or your custom internal frameworks.
Learn More
Call Quality Assessments
Evaluate recordings of real customer enquiries with independent reviews of agent communication, compliance and resolution quality.
Perfect for councils looking to support training, refine internal QA, or validate customer experience efforts independently.
Learn MoreQuick Comparison at a Glance
Still deciding which benchmarking solution is right for your council? 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 Council Rankings | Snapshot of performance across selected councils 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 council with up to five nominated peers | Private & Confidential | Call Centre Leaders, CX improvement teams, Strategic Leaders | Learn More |
| Private Council 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 taste of our full report for just $697. Discover how your centre performs against your peers and sector standards.
Explore Council
Rankings
View how selected councils are performing, see trends across the sector, and discover who's leading the way.
Public Sector
Customer Service Training
Purpose-built training for councils and government teams. Build capability across phone, email, and in-person service — aligned with ACXPA Quality Standards.
Still Have Questions?
We’re here to help you find the right benchmarking solution for your council. Reach out to speak with an expert, call us directly, or book a discovery session.
Email Us Call Us Book Discovery Call
