Bring independent contact centre benchmarking to your sector.
ACXPA benchmarks real customer interactions against the national Contact Centre CX Standards. If your industry isn’t published yet, you’re in the perfect position to set the benchmark for it.
We’re actively expanding into new industries — and we offer a generous discount to the first organisation that helps launch each new sector.
We already publish independent rankings across eight sectors — and we’re actively expanding into new industries.
The industries we currently publish
These are the sectors we mystery-shop and publish rankings for today. If yours isn’t here yet, that’s exactly the opportunity below.
Aged Care
Initial enquiries from families and carers about options and availability.
Be the first benchmarked organisation in your sector
Superannuation, water authorities, home insurance, telco, health, NFP, logistics, travel, retail — if you’re customer-facing, we can benchmark it. We partner with the first organisation in each new sector to set a meaningful baseline, in exchange for a generous “first-in-sector” discount.
Priority sector list
Superannuation, water authorities and home insurance are near the top — but any customer-facing industry qualifies.
Generous first-in-sector discount
The first organisation to help launch a new category receives a substantial discount, in exchange for real-world benchmarking data.
Fast, practical, standards-based
An objective view of performance from real calls — insight you can use to justify investment and target uplift.
How most organisations in a new sector start
There’s no published sector average yet — so we baseline you against nominated peers or comparable organisations, using the same standards-led scoring behind every ACXPA ranking.
Peer & Competitor Benchmarking
The fastest way to understand how you compare and where to focus uplift — even before your sector is published. We mystery-shop you and comparable organisations you nominate, scored against the CX Standards.
Private Call Centre Benchmarking
For regulated, complex or sensitive environments — tailored checks and deeper diagnostics, without aligning to a public category. Always private unless you choose otherwise.
Customer Service Benchmarking
Benchmark your email, live chat and web enquiry forms against the same national standards — ideal for digital-first customer-facing teams.
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 — so the report reflects what matters to you.
Accessibility
How easily a 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 options clearly and closed the call.
Experience deductions
Penalties for the frustrations that lose customers — long waits, dropped calls and being passed around.
What launching a new sector looks like
Not a vague pilot — a structured rollout that establishes a credible baseline quickly, then gives you practical, executive-ready insight.
Scope & fit check
A short call to confirm your sector context, call types and rough volumes — and whether you want results public or private.
Benchmarking engagement
We assess real customer calls against the CX Standards, producing a clear performance view across the metrics that matter.
Sector baseline created
Your results set the starting benchmark for your industry — so future comparisons are meaningful, and you get early-mover influence.
You get rewarded
The first organisation to launch a sector receives a generous discount plus priority support to move from insight to action.
Board-ready insight, not a data dump
We benchmark real customer interactions against national standards — then turn the findings into clear, defensible insight your leadership team can act on.
Real interactions, not surveys
An objective view of service delivery where it actually happens — on real calls, scored by experienced human assessors.
Standards-based & defensible
Everything is measured against the ACXPA Contact Centre CX Standards — consistent, comparable and credible in front of leadership.
Executive-ready output
A board-friendly summary, metric-level breakdown, prioritised action plan and optional workshops — across people, process and technology.
Tell us about your sector
Share a few details and we’ll come back quickly with your first-in-sector discount and next steps. No obligation.
Put your sector on the benchmark
Tell us your industry and contact centre context, and we’ll come back quickly with your first-in-sector discount and next steps.
