You need to complete your Member Profile to access this content!

All members are required to complete their Individual Membership Profile to access all the exclusive member-only content.


Click Here To Unlock

Access Restricted: Upload Your Photo to Continue

To unlock this page and access all your member benefits, please complete your Member Profile by uploading a profile photo.

We know it’s an extra step, but it’s required for all members. A complete profile helps build trust and fosters a stronger, more connected community for everyone.

Don’t worry—it only takes a minute! Here are some tips:


Upload Your Photo Now

Please complete your Subscriber Profile!

To unlock all the ACXPA Subscriber content, please take a moment to activate your profile - it only takes a moment!


Click Here To Unlock

That email is already being used!

The email address entered is already registered as a Subscriber.
To purchase a membership, please log in first!


Home Call Centre Rankings Industry Sectors Monthly Report Downloads

 +61 3 9492 2871      enquiries@acxpa.com.au

Call Centre Rankings Industry Sectors Monthly Report Downloads

Download the monthly report that displays the industry sector averages, along with the overall industry average, for over 45 different metrics.

Data includes:

  • Wait Time
  • IVR Layers
  • Talk Time
  • Total Experience Time
  • Quality Scores
  • Lots more!

Just select the month you’d like to download below.

You can also download quarterly industry sector reports >

View the Latest Call Centre Ranking Reports by Sector:

Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education

ACXPA Individual Members get access to a range of premium resources, including self-paced training courses, exclusive industry data, premium downloads and lots more! Learn more >

, thanks for being an ACXPA Subscriber!

You have access to some downloads; however, to download all our content, you'll need an ACXPA Individual Membership (and access to a host of other benefits). Upgrade now >

, thanks for being an ACXPA Individual Member; you can download all the resources below!

, thanks for being an ACXPA Business Member! Most of our downloads require you to be logged in as an Individual Member - each download will tell you the restrictions. 

You can allocate yourself an individual member from your Memberships Dashboard, and if you already have one, just look for the 'switch profile' option in the top menu bar.

, thanks for being an ACXPA Vendor Member! Most of our downloads require you to be logged in as an Individual Member - each download will tell you the restrictions. 

You can allocate yourself an individual member from your Memberships Dashboard, and if you already have one, just look for the 'switch profile' option in the top menu bar.

Internet Retailers Call Centre Rankings Reports (Monthly)

Monthly Insights into the performance of Call Centres for Australian Internet Retailers. Select the month you'd like to download below. 

Or, view the latest public results and information on how we assess the performance of Australian Internet Retailers >

 You must be an ACXPA Member to download the reports! Learn more > 

  • Internet Providers August 2023

    Download a summary of the key results for the Internet Providers August 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Internet Providers we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.

       This download is only available for ACXPA Members. Learn more >

    Filename Internet-Providers-August-2023-Results.png
    Filesize 57.28 KB
    Version 1
    Date added October 18, 2023
    Category Internet Retailers (Monthly Reports)

  • Australian Internet Providers December 2023

    Download the ACXPA Members Summary Report for the Internet Providers Sector December 2023 Call Centre Rankings.

    This report contains summary performance data for three random Internet Providers we assessed, including:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Sector Summary scores for each of the five Quality competencies
    • The scores for each of the four behaviours of the ‘Engage’ Quality Competency
    • Sector Summary scores for each of the five Accessibility competencies 

    This report contains data for three Internet Providers only.

    To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate. 

       This download is only available for ACXPA Members. Learn more >

    Filename Internet-December-2023-ACXPA-Members-Download.pdf
    Filesize 124.03 KB
    Version 1
    Date added February 3, 2024
    Category Internet Retailers (Monthly Reports)

  • Australian Internet Providers November 2023

    Download the ACXPA Members Summary Report for the Internet Providers Sector November 2023 Call Centre Rankings.

    This report contains summary performance data for three random Internet Providers we assessed, including:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Sector Summary scores for each of the five Quality competencies
    • The scores for each of the four behaviours of the ‘Engage’ Quality Competency
    • Sector Summary scores for each of the five Accessibility competencies 

    This report contains data for three Internet Providers only.

    To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate. 

       This download is only available for ACXPA Members. Learn more >

    Filename Internet-November-2023.pdf
    Filesize 122.81 KB
    Version 1
    Date added January 29, 2024
    Category Internet Retailers (Monthly Reports)

  • Australian Internet Providers October 2023

    Download the ACXPA Members Summary Report for the Internet Providers Sector October 2023 Call Centre Rankings.

    This report contains summary performance data for three random Internet Providers we assessed, including:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Sector Summary scores for each of the five Quality competencies
    • The scores for each of the four behaviours of the ‘Engage’ Quality Competency
    • Sector Summary scores for each of the five Accessibility competencies 

    This report contains data for three Internet Providers only.

    To see the data for ALL Internet Providers, please purchase the Contact Centre CX Benchmarking that also includes additional insights and call recordings for your business, plus benchmarking data against any five Internet Providers you nominate. 

       This download is only available for ACXPA Members. Learn more >

    Filename Internet-October-2023.pdf
    Filesize 124.82 KB
    Version 1
    Date added January 28, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Providers September 2023

    Download a summary of the key results for the Internet Providers September 2023 Call Centre Rankings Report.

    The summary data includes the following data for four random Internet Providers we assessed:

    • Overall performance scores
    • Quality Scores (QIS)
    • Accessibility scores (CCAS)
    • Average wait times
    • Navigation times
    • Number of IVR layers
    • Talk time
    • Summary scores for each of the five Quality competencies
    • The scores for the four behaviours of the ‘Engage’ Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    Internet Providers that join our Contact Centre CX Benchmarking service will see the data for all the Internet Providers we assessed plus additional insights and call recordings for their internet business.

       This download is only available for ACXPA Members. Learn more >

    Filename Australian-Internet-Providers-September-2023-Summary-Download-Report-1.png
    Filesize 195.18 KB
    Version 1
    Date added November 15, 2023
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers April 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Australian Internet Retailers April 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

    Filename INTERNET-ACXPA-Members-Monthly-Report-April-2024.pdf
    Filesize 81.13 KB
    Version 1
    Date added July 14, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers April 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members April 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

    Filename ACXPA-Members-April-2025-INTERNET-Monthly-Report.pdf
    Filesize 142.97 KB
    Version 1
    Date added May 29, 2025
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers August 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Australian Internet Retailers August 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

    Filename INTERNET-ACXPA-Members-Monthly-August-2024-Report.pdf
    Filesize 87.25 KB
    Version 1
    Date added October 14, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers December 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Australian Internet Retailers December 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

    Filename INTERNET-ACXPA-Members-December-2024-Monthly-Report.pdf
    Filesize 142.80 KB
    Version 1
    Date added March 5, 2025
    Category Internet Retailers (Monthly Reports)

  • Download the ACXPA Members Summary Report for the Australian Internet Retailers February 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

       This download is only available for ACXPA Members. Learn more >

    Filename 02-FEB-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf
    Filesize 81.32 KB
    Version 1
    Date added May 6, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers February 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members February 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

    Filename ACXPA-Members-February-2025-INTERNET-Monthly-Report.pdf
    Filesize 142.76 KB
    Version 1
    Date added April 3, 2025
    Category Internet Retailers (Monthly Reports)

  • Australian Internet Retailers January 2024

    Download the ACXPA Members Summary Report for the Australian Internet Retailers Sector January 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

       This download is only available for ACXPA Members. Learn more >

    Filename 01-JAN-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf
    Filesize 85.79 KB
    Version 1
    Date added April 25, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers January 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members January 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

     

    Filename ACXPA-Members-January-2025-INTERNET-Monthly-Report.pdf
    Filesize 142.79 KB
    Version 1
    Date added April 3, 2025
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers July 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Australian Internet Retailers July 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

    Filename INTERNET-ACXPA-Members-July-2024-Monthly-Report.pdf
    Filesize 86.61 KB
    Version 1
    Date added September 23, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers June 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Australian Internet Retailers June 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

    Filename INTERNET-ACXPA-Members-Monthly-Report-June-2024.pdf
    Filesize 86.58 KB
    Version 1
    Date added September 7, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers June 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members June 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

    Filename ACXPA-Members-June-2025-INTERNET-Monthly-Report.pdf
    Filesize 143.21 KB
    Version 1
    Date added July 14, 2025
    Category Internet Retailers (Monthly Reports)

  • Download the ACXPA Members Summary Report for the Australian Internet Retailers March 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

       This download is only available for ACXPA Members. Learn more >

    Filename 03-MARCH-2024-INTERNET-ACXPA-Members-Monthly-Report.pdf
    Filesize 80.55 KB
    Version 1
    Date added May 12, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers March 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members March 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

    Filename ACXPA-Members-March-2025-INTERNET-Monthly-Report.pdf
    Filesize 142.88 KB
    Version 1
    Date added April 28, 2025
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers May 2024

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members Summary Report for the Australian Internet Retailers May 2024 Call Centre Rankings.

    This report contains summary data for three random internet retailers we assessed, including:

    • Overall Rankings
    • Quality Score
    • Access Score
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Quality competencies
    • The four behaviour scores for the ENGAGE Quality Competency
    • Summary scores for each of the five Accessibility competencies 

    To see the data for ANY FIVE INTERNET RETAILERS YOU NOMINATE, purchase our Contact Centre CX Benchmarking that includes 81 different metrics insights, the call recordings for your call centre, the assessor notes and agent names for your business.

    Filename INTERNET-ACXPA-Members-Monthly-Report-May-2024.pdf
    Filesize 86.29 KB
    Version 1
    Date added August 8, 2024
    Category Internet Retailers (Monthly Reports)

  • Internet Retailers May 2025

       This download is only available for ACXPA Members. Learn more >

    Download the ACXPA Members May 2025 monthly report for Australian internet service providers, which contains individual performance data for three randomly selected ISPs, including:

    • Overall CX Rankings
    • Agent Mastery Rankings
    • Accessibility Rankings
    • Average wait times
    • Menu Navigation Times
    • Total message Time 
    • Summary scores for each of the five Agent Mastery competencies
    • The four behaviour scores for the ENGAGE Competency
    • Summary scores for each of the five Accessibility metrics

    To gain insights for your contact centre, explore our Contact Centre Benchmarking Services for Internet Service Providers >

    Filename ACXPA-Members-May-2025-INTERNET-Monthly-Report.pdf
    Filesize 143.06 KB
    Version 1
    Date added June 24, 2025
    Category Internet Retailers (Monthly Reports)
    • If you want to share and earn points please login first
    🏆 Overall CX Leaderboard
    Best Call Centres in Australia - Q2 2025
    1. (INTERNET Sector)78.4%
    2. (ENERGY Sector)77.7%
    3. (EDUCATION Sector)74.8%
    Industry AVE55.7%

    View the latest results >

    ACXPA Supplier Directory Outsource Orange
    📞 Accessibility Leaderboard
    Best Call Centres in Australia - Q2 2025
    1. (INTERNET Sector)95.8%
    2. (AGED CARE Sector)94.6%
    3. (COUNCILS Sector)93.3%
    Industry AVE63.8%

    View the latest results >

    Latest Articles

    ❤️ Agent Mastery Leaderboard
    Leaders by Sector - Q2 2025
    1. (INTERNET Sector)73.6%
    2. (CAR INSURANCE Sector)73.4%
    3. (EDUCATION Sector)71.9%
    Industry AVE55.7%

    View the latest results >

    Latest Glossary Terms

    • Agentic AI

      Agentic AI

      If you want to share and earn points please login firstRead More »
    • Customer Lifespan

      Customer Lifespan

      Customer Lifespan refers to the average duration of time a customer engages with a business before they stop using its products or services.Read More »
    ⏱️ Wait Time Leaderboard
    Best Call Centres in Australia - Q2 2025
    1. (INTERNET Sector)00:02
    2. (AGED CARE Sector)00:09
    3. (EDUCATION Sector)00:12
    Industry AVE02:01

    View the latest results >

    Upcoming Courses & Events

    View Calendar

    ACXPA Supplier Directory Technology suppliers

    ACXPA PLATINUM SPONSORS

    ACXPA Platinum SPONSORS
    ACXPA SILVER SPONSORS
    ACXPA Platinum SPONSORS
    ACXPA BRONZE SPONSORS
    ACXPA Platinum SPONSORS
    ACXPA Platinum SPONSORS
    Copyright © 2025 | Australian Customer Experience Professionals Association | Phone: +61 3 9492 2871 | Website Terms of Use 

    Log in with your email address

    or Become an ACXPA Member

    Forgot your details?

    Create Account