Every big shift in accountability starts with a brave first step.
At ACXPA, we’ve set a new national benchmark by publishing the Contact Centre CX Standards — a framework built on decades of frontline experience. With over 80 real-world metrics, it goes far beyond surface-level compliance to measure what actually matters to customers and families.
To launch the Aged Care sector rankings in Q3 2024, we began benchmarking a representative mix of providers each month — from large national brands to smaller independent operators — to capture a realistic view of sector performance. The sample may still be growing, but every result is independently assessed and free from commercial influence. No vendor funding. No hidden agenda. Just a commitment to doing what's right.
Since launching, we’ve seen clear and consistent trends emerge. Strong performers stay strong. Gaps persist. And the recordings back it up. Whether you assess 6 calls or 60, the patterns speak for themselves — and for the people navigating aged care every day.
For providers looking to understand their performance more deeply — to identify friction points, validate quality, or benchmark against similar organisations — we offer a low-cost, independently assessed benchmarking program. It allows you to compare against peers you choose, while contributing to a more transparent and accountable sector.
Most take part to sharpen performance and lift results — but the ripple effect raises the bar for everyone. With ACXPA, you get both.
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