Why Benchmarking Matters for Internet Retailers & ISPs
In the ISP space, your contact centre is often the first point of truth for potential customers shopping for plans, arranging new connections, or chasing up activation delays and service issues.
Benchmarking shows how your centre performs in the moments that matter – where you’re exceeding expectations, where friction exists, and how you compare to other providers – all based on real customer interactions and independent Contact Centre CX Standards.
It gives you credible, data-backed insights to support CX investment, streamline onboarding and support, and strengthen your brand in a highly competitive, churn-prone industry.
Why Benchmark with ACXPA?
We’ve worked with some of Australia’s leading internet retailers and ISPs to improve the connection journey, resolve service delays, and manage support demand. Since launching public benchmarking in 2023, we’ve built a deep understanding of CX challenges in the internet services sector.
We analyse actual customer calls – not internal satisfaction scores – so you get visibility into what’s really happening when customers reach out about service, billing, or switching providers.
Use benchmarking to validate CX investments, secure internal buy-in, and drive continuous improvement across sales and support functions.
Our reports uncover bottlenecks, highlight friction in the setup and service lifecycle, and help align your teams around what great CX really looks like.
See Which Internet Retailers & ISPs Are Leading the Way
Each quarter, we publicly highlight the top-performing internet retailer and ISP contact centres in Australia, based on real customer interactions measured against the ACXPA Contact Centre CX Standards.
Here’s how the internet services sector performed most recently:
Four Benchmarking Options for Internet Retailers & ISPs
Whether you're looking to compare your contact centre against other ISPs, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
Public Call Centre Rankings for Internet Retailers
Our Call Centre Rankings showcase how selected internet retailers and ISPs 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 ISP 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 contact centre’s performance, including optional compliance reviews, custom call scenarios, and accessibility audits – all tailored for the ISP sector.
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, product knowledge, compliance, and service quality.
Ideal for ISPs 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 ISP brand? 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 internet retailers and ISPs 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 brand with up to ten nominated ISP 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 contact centre compares to competitors and national CX Standards.
Explore ISP & Internet
Retailer Rankings
See how selected ISPs and internet retailers 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 ISP or internet retail business. Reach out to speak with an expert, call us directly, or book a discovery session.
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