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:
Six Benchmarking Options for Councils
Whether you're looking to compare your contact centre against other councils, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
1. Council Call Centre Rankings (Public)
Published quarterly on our website, these free public rankings show how selected councils 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 councils 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 council peers.
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 council 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 | Councils wanting to start contact centre CX tracking, or supplementing their internal QA | Learn More |
| Benchmarking PLUS | Monthly insights comparing your council contact centre to up to ten nominated council peers | 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 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.
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