65.1% 64.7% 62.1% 50.0%Data accurate as of July 2026
Know exactly how your internet contact centre performs — measured independently.
We mystery-shop internet retailers (ISPs) on real new-customer plan & pricing enquiries and score every call against the national Contact Centre CX Standards — plus any of your own metrics or compliance checks.
No surveys, no self-reported data — just a clear, defensible picture of how you compare, and where to improve.
Internet retailers are already using ACXPA to benchmark performance, lift efficiency and improve the customer experience.
Why benchmarking matters for internet retailers
In the ISP space, your contact centre is often the first point of truth for people shopping for plans, arranging new connections, or chasing up activation delays and service issues. If people can’t get through quickly, or don’t get clear answers, you wear it in lost sales, avoidable complaints and churn.
ACXPA benchmarking shows what customers actually experience on real calls, and where improvement will have the biggest impact — using independent scoring that leaders can trust.
Our public mystery shopping concentrates on the new-plans journey, so results are comparable across retailers. Private programs can include activation, provisioning, technical support, billing or accessibility testing.
In a market built on switching and price comparison, your contact centre is often the last chance to win or keep a customer — and knowing exactly how you compare is the fastest way to protect revenue and lift retention.
See where internet retailers rank right now
Every quarter we mystery-shop the sector on real new-customer plan enquiries and publish the results against the national Contact Centre CX Standards. It updates itself, so it’s always the current picture.
Rankings reflect independent ACXPA mystery-shopping assessments scored against the national Contact Centre CX Standards. Internet retailers shown are selected by ACXPA for public sector benchmarking — inclusion does not imply they are ACXPA clients or members, or that they endorse ACXPA.
48+ metrics behind every CX score — plus your own
Every call is scored against the Australian Contact Centre CX Standards. You can also add your own metrics, KPIs or compliance checks — ID verification, disclaimers, plan accuracy — so the report reflects what matters to you.
Accessibility
How easily an internet customer can find you and reach a real person — menus, messages, queue and speed to answer.
Agent Mastery
How skilfully the agent engaged, uncovered the need, explained the plan clearly and closed the call.
Experience deductions
Penalties for the frustrations that lose customers — long waits, dropped calls and being passed around.
Benchmarking for internet retailers — from a free ranking to a full program
Whether you want a quick independent read, a head-to-head against competitors, or a private program with your own metrics — there’s an option to suit.
ISP Call Centre Rankings
See how selected internet retailers perform each quarter in our public leaderboard, scored against the national CX Standards.
Sector Insights
ACXPA members get high-level internet sector CX insights and sample results from a selection of ISPs.
Monthly Snapshot
Your own contact centre mystery-shopped and scored every month against the internet sector average.
Peer & Competitor Benchmarking
A done-for-you program: we mystery-shop you and up to five ISPs you nominate, every month.
Private Benchmarking
The same scoring against your own centre only, with the option to add your own compliance checks and KPIs.
Call Quality Assessments
Agent-level scoring of your own call recordings against the CX Standards — independent QA for coaching.
Reporting you can actually act on
No dashboards to decode. You get the raw evidence behind every score, plus clear recommendations — delivered at the start of each month, with a deeper report each quarter.
Every month — your data
The call recordings, your scores across 48+ metrics, and evaluator notes as results come in.
Every quarter — your report
A full benchmarking report: trend analysis, internet sector rankings and practical recommendations.
Expert-led workshops
Optional live sessions where our team walks your leaders through the results and what to improve.
| Metric | Your score | Sector average | Where you sit |
|---|---|---|---|
| Overall CXAcross all assessed calls | 68% | 59.4% | Above average |
| AccessibilitySpeed & ease of reaching help | 72% | 61% | Strong |
| Agent MasteryHandling, options & close | 64% | 58% | Room to lift |
| Speed to answerAverage across the month | 0:41 | 1:16 | Faster than most |
From insights to improvement
Benchmarking shows you where you stand. An ACXPA membership plugs your whole team into Australia’s biggest library of contact centre tools, training and live expertise to actually close the gaps.
Independent benchmarking
Real mystery-shopped calls scored against 48+ CX metrics — see exactly where you stand and how you compare.
Training that builds mastery
Targeted CX Skills courses in sales, service and contact centre management. Members save 25% on live training.
50+ tools & resources
Australia’s leading collection — calculators, playbooks and templates across 8 specialist hubs.
50+ hrs of live expert sessions
Every year — unscripted roundtables and Member Bytes with practitioners, plus the full searchable archive.
Built and run by people who’ve actually run contact centres
ACXPA is the industry association behind the Australian Contact Centre CX Standards. Our benchmarking is designed and delivered by practitioners who’ve spent their careers running and improving contact centres — not stats graduates scoring calls from a spreadsheet.
Every call is assessed by an experienced human assessor who knows what good actually sounds like on the phones.
See exactly where your ISP contact centre stands
Start with a low-risk trial, get your monthly snapshot, or talk it through with us first.
