2025 Australian Aged Care Provider Call Centre Rankings
We independently assess the customer experience delivered by Australia’s leading aged care providers through mystery shopping calls focused on new customer enquiries. These results reflect the experience of prospective clients or family members seeking in-home care services — a critical first step where trust, compassion, and professionalism are essential.
Public results are updated each quarter, providing a sector-wide snapshot. Our benchmarking for aged care providers commenced in Q3 2024, with the first public report released for Q1 2025 — offering a growing source of insights as more data accumulates over time.
All assessments form part of our
Aged Care CX Benchmarking Service
, which evaluates over 80 detailed performance metrics. Agent service is measured using the
Australian Contact Centre CX Standards
— ACXPA’s national framework for assessing accessibility and service quality.
These independent rankings reveal how well aged care providers are supporting families during sensitive, high-stakes decision points — and where service improvements can enhance trust, satisfaction, and reputation.
Introduction
At ACXPA, our Australian-based mystery shoppers are trained to replicate real customer experiences — not scripted scenarios. Each call is placed randomly across days and times, using genuine aged care enquiries such as arranging in-home support, exploring service packages, or seeking advice for a family member’s care needs.
We don't measure theory — we measure reality. Prospective clients and families don’t care about averages, sample sizes, or how polished your brochures are — they care about their experience. That single interaction shapes their trust in your organisation — and it’s that critical moment we capture and assess.
To ensure impartiality and consistency, all results reflect the experience of new service enquiries — without providing a client ID, prior relationship, or existing care plan. This ensures we benchmark what the public actually experiences when seeking aged care support for themselves or a loved one.
Note: Calls relating to existing care arrangements, complaints, or clinical support issues are typically handled by specialised teams and fall outside the scope of these assessments.
Current Aged Care Sector Leaderboards
Which Aged Care Providers Are Delivering on CX – and Which Are Falling Short?
While results are publicly updated each quarter, ACXPA Members gain access to monthly leaderboard insights — helping them monitor shifts in performance across the aged care sector.
Below, you’ll see the latest leaderboard results for two of the most critical CX metrics: Overall CX and Average Wait Times. These rankings spotlight the top-performing aged care providers – recognising those delivering empathetic, professional support to prospective clients and families – as well as those with room for improvement.
Want even more insights?
The latest quarterly report is available at the bottom of this page – but as a visitor, you'll only see the Executive Summary.
Subscribe for free to unlock full leaderboard results across all five CX metrics, expert commentary, and sector-wide trend insights.
Subscribers can access the full report each quarter – but not past editions or monthly updates.
For complete access, ACXPA Members unlock everything: monthly leaderboards, rolling performance reports, previous reports, data downloads, and Australia’s best premium resources for customer service professionals.
, you’ve unlocked access to the full Quarterly Sector Report at the bottom of this page – including leaderboard results across five key CX metrics, expert commentary, and current sector trends.
Want even more insights? ACXPA Members also unlock access to monthly updates, rolling performance reports, lifetime leaderboards, and premium tools.
Upgrade to membership to access Australia’s most comprehensive aged care customer experience benchmarking.
, as a member, the full Quarterly Sector Report is available at the bottom of the page — including the latest leaderboards, deeper metric insights, and expert commentary. You have full access.
Plus, you’ve unlocked access to exclusive aged care sector benchmarking data:
- Exclusive Aged Care Sector Data – members-only trends and benchmarking insights.
- Current Industry Leaderboards – tracking dozens of CX metrics monthly.
- Lifetime Leaderboards – track aged care CX performance over time.
- Sector Comparison Data – benchmark your performance against other industries using our national CX standards.
For aged care providers seeking deeper benchmarking and service improvement, our
Aged Care Benchmarking Services
deliver complete CX intelligence for your organisation.
OVERALL CX - Leaderboard
Australian Aged Care Providers - Q1 2025The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
1st:UNITING NSW.ACT67.1%
2nd:SILVERCHAIN64.2%
3rd:AUSTRALIAN UNITY57.9%
Lowest:HAMMONDCARE29.5%
Australian Aged Care Providers Avg55.1%
What do the colours mean?
Colour Legend:
🟨
Outstanding – Above 91%
🟦
Exceeds Standards – 76% to 90%
🟩
Meets Standards – 61% to 75%
🟧
Below Standard – 45% to 60%
🟥
Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Data accurate as of April 2025
WAIT TIMES - Leaderboard
Australian Aged Care Providers - Q1 2025The average wait time to connect with a live agent to discuss a new interent plan enquiry (measured from the start of being placed into the queue).
1st:UNITING NSW.ACT00:06
2nd:SILVERCHAIN00:09
3rd:BENETAS00:16
Longest:HAMMONDCARE06:53
Australian Aged Care Providers Avg01:44
Data accurate as of April 2025
Curious who's leading the country?
Leading Contact Centres in Australia
Best Overall CX - Q1 2025
RED ENERGY (ENERGY Sector)72.7%
Australian Aged Care Sector Call Centre Trends
How Australian Aged Care Providers are Tracking Across Key Call Centre CX Metrics
The chart below highlights the quarterly performance of the aged care sector across three key metrics – Overall CX, Accessibility, and Agent Mastery – based on aggregated results from real-world mystery shopping assessments.
It shows how performance is shifting quarter to quarter – revealing where providers are improving accessibility and frontline engagement, and where friction points may still be impacting prospective families seeking in-home care services for their loved ones.
More insights are available in the Aged Care Sector Quarterly Reports, including expert commentary, top performers across all five core metrics, and deeper analysis by metric and trend.
Overall CX
This is the headline metric – representing the total customer experience across every stage of the call journey. It’s calculated using a weighted combination of the Accessibility and Agent Mastery scores, providing a holistic view of how well aged care providers are delivering end-to-end service during critical family enquiries.
Accessibility
This measures how easily and quickly prospective families can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether callers successfully speak with a knowledgeable representative. Higher scores reflect smoother, more compassionate access experiences.
Agent Mastery
This evaluates the quality and professionalism of frontline service. It includes how well staff greet, listen, explain available care services, and support families through what can often be a highly emotional decision – along with empathy, reassurance, and clear communication. It’s a direct measure of the care and support offered at a pivotal moment.
Learn more about the Australian Contact Centre CX Standards that power these assessments.
Aged Care Providers Quarterly Reports
Explore the Latest Report – and See What You’re Missing
As a visitor, you can read the Executive Summary of the current quarter’s report. Subscribe for free to unlock the full results – or become an ACXPA Member to access all past reports, sector trends, performance insights, and more.
Plus, you'll gain access to Australia’s best resources for contact centre professionals – including templates, calculators, video libraries, self-paced training, and expert-only insights.
The 5 Metrics Included in the Quarterly Aged Care Reports Below
The five metrics included provide a snapshot of performance in the aged care sector — but they’re just a small sample of the 80+ individual measures assessed each month through our Aged Care Benchmarking Services, which include tailored options to suit different goals and budgets.
Overall CX Ranking The headline measure of customer experience – combining accessibility and agent service into a single score.
Accessibility Ranking Measures how quickly and easily potential customers can reach a live agent – no client ID required.
Agent Mastery Ranking Evaluates how well frontline staff handle sales-style enquiries – including professionalism, clarity, and resolution quality.
Calls Answered Percentage Tracks the percentage of calls answered within 10 minutes — a key accessibility benchmark.
Average Wait Times Reflects the time customers spend in queue before speaking to someone — a major driver of satisfaction (or frustration).
Special Offer: Trial Our Contact Centre CX Benchmarking PLUS Service for $697
Get independent CX insights across 80+ contact centre metrics — including monthly benchmarking against five nominated competitors. It’s the smartest way to understand how your aged care contact centre performance compares across the sector.
Our PLUS service is just one of four benchmarking options tailored for aged care providers – from public rankings to deep-dive private assessments. Whether you're aiming to boost new client enquiries, improve agent empathy, or strengthen family trust during the first call, we’ve got a solution to support your goals.
Current Report! View the Q1 2025 Aged Care Providers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Coming Soon! The Q2 2025 Aged Care Providers Call Centre Rankings will reveal the top call centres in Australia including average wait times, quality of service, call answer percentage and more!
, The Latest Report Is Unlocked – But There’s More Available
As a subscriber, you can access the full Quarterly Sector Report – including leaderboard results across five CX metrics and expert commentary. Upgrade to ACXPA Membership for unlimited access to past reports, lifetime leaderboards, and premium aged care sector insights.
The 5 Metrics Included in the Quarterly Aged Care Reports Below
The five metrics included provide a snapshot of performance in the aged care sector — but they’re just a small sample of the 80+ individual measures assessed each month through our Aged Care Benchmarking Services, which include four tailored options to suit different goals and budgets.
Overall CX Ranking The headline measure of customer experience – combining accessibility and agent service into a single score.
Accessibility Ranking Measures how quickly and easily potential customers can reach a live agent – no client ID required.
Agent Mastery Ranking Evaluates how well frontline staff handle sales-style enquiries – including professionalism, clarity, and resolution quality.
Calls Answered Percentage Tracks the percentage of calls answered within 10 minutes — a key accessibility benchmark.
Average Wait Times Reflects the time customers spend in queue before speaking to someone — a major driver of satisfaction (or frustration).
Special Offer: Trial Our Contact Centre CX Benchmarking PLUS Service for $697
Get independent CX insights across 80+ contact centre metrics — including monthly benchmarking against five nominated competitors. It’s the smartest way to understand how your aged care contact centre performance compares across the sector.
Our PLUS service is just one of four benchmarking options tailored for aged care providers – from public rankings to deep-dive private assessments. Whether you're aiming to boost new client enquiries, improve agent empathy, or strengthen family trust during the first call, we’ve got a solution to support your goals.
Current Report! View the Q1 2025 Aged Care Providers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Coming Soon! The Q2 2025 Aged Care Providers Call Centre Rankings will reveal the top call centres in Australia including average wait times, quality of service, call answer percentage and more!
, Your Access to All Aged Care Sector Reports and Insights
As an ACXPA Member, you unlock full access to our complete library of Aged Care Sector Reports – including all past quarters, downloadable reports, current and lifetime leaderboards, sector trends, and more.
Scroll down to explore the available quarterly reports and gain deep insights into how your aged care service compares across key CX metrics.
The 5 Metrics Included in the Quarterly Aged Care Reports Below
The five metrics included provide a snapshot of performance in the aged care providers sector — but they’re just a small sample of the 80+ individual measures assessed each month through our Aged Care Benchmarking Services , which include four tailored options to suit different goals and budgets.
Overall CX Ranking The ultimate measure of CX – reflecting performance across all key touchpoints, including accessibility and agent service.
Accessibility Ranking Tracks how quickly and easily customers can connect with a live agent.
Agent Mastery Ranking Evaluates the quality, professionalism and helpfulness of the agent experience.
Calls Answered Percentage Percentage of calls answered within 10 minutes.
Average Wait Times How long customers spend in the queue before speaking to a live agent.
Special Offer: Trial Our Contact Centre CX Benchmarking PLUS Service for $697
Get independent CX insights across 80+ contact centre metrics — including monthly benchmarking against five nominated competitors. It’s the smartest way to understand how your aged care contact centre performance compares across the sector.
Our PLUS service is just one of four benchmarking options tailored for aged care providers – from public rankings to deep-dive private assessments. Whether you're aiming to boost new client enquiries, improve agent empathy, or strengthen family trust during the first call, we’ve got a solution to support your goals.
Current Report! View the Q1 2025 Aged Care Providers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Coming Soon! The Q2 2025 Aged Care Providers Call Centre Rankings will reveal the top call centres in Australia including average wait times, quality of service, call answer percentage and more!
Looking for Full Access to the Aged Care Sector Reports?
You're currently logged in under a Business Membership, which doesn’t include full access to the Aged Care Sector Reports.
To explore all current and historical quarterly reports – including aged care provider rankings, sector trends, and detailed performance insights – you’ll need to log in with an Individual Membership.
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Click here for Business Membership support
or contact us for help.
Curious about the Call Centre Rankings for other industry sectors?
Aged Care
Performance based on initial enquiries from families and carers regarding aged care options and service availability.
View Sector Results
Banks
Rankings based on new product sales calls, including home loans, credit cards, and personal banking enquiries.
View Sector Results
Car Insurance
Metrics focused on new car insurance sales calls, covering quote requests, policy comparisons, and onboarding.
View Sector Results
Education Providers
Rankings based on prospective student enquiries, including course information, application support, and enrolment processes.
View Sector Results
Energy Retailers
Performance on new sales enquiries, such as plan switches, new connections, and customer acquisition.
View Sector Results
Internet Retailers
Call handling performance for new internet service enquiries, including provider switching and new home setups.
View Sector Results
Local Councils
Metrics based on general enquiries from ratepayers, covering council services, rates, and local support.
View Sector Results
Add Your Sector
Can’t find your industry listed? Learn about how to gain valuable insights for any industry sector.
Learn more
, curious about the Call Centre Rankings for other industry sectors?
View your exclusive member-only data on the links below:
Aged Care
Performance based on initial enquiries from families and carers regarding aged care options and service availability.
View Sector Results
Banks
Rankings based on new product sales calls, including home loans, credit cards, and personal banking enquiries.
View Sector Results
Car Insurance
Metrics focused on new car insurance sales calls, covering quote requests, policy comparisons, and onboarding.
View Sector Results
Education Providers
Rankings based on prospective student enquiries, including course information, application support, and enrolment processes.
View Sector Results
Energy Retailers
Performance on new sales enquiries, such as plan switches, new connections, and customer acquisition.
View Sector Results
Internet Retailers
Call handling performance for new internet service enquiries, including provider switching and new home setups.
View Sector Results
Local Councils
Metrics based on general enquiries from ratepayers, covering council services, rates, and local support.
View Sector Results
Add Your Sector
Can’t find your industry listed? Learn about how to gain valuable insights for any industry sector.
Learn more
