We chose a combination of aged care providers that represent the customer journey Australians experience when exploring care options, comparing facilities, or seeking admission information for themselves or their loved ones — prioritising organisations that families and carers regularly encounter during the decision-making process.
These providers weren't selected because they sponsored the research (they didn't). We included them to ensure the benchmarking reflects genuine customer touchpoints across well-known names — providing the sector with reliable, independent insight into where service excellence exists and where challenges emerge.
Each interaction is measured using the Australian Contact Centre CX Standards — a national framework evaluating both Agent Mastery (how effectively agents Engage, Discover, Educate, Close and create Impact) and Accessibility (how quickly and easily families and carers connect with a real person). This delivers consistent, unbiased measurement across all providers.
We deliberately keep sample sizes modest because customer decisions stem from individual experiences, not aggregated statistics. Our methodology pinpoints recurring performance trends — the patterns that emerge as clearly in 5 interactions as they would in 50 — and provides practical guidance that contact centres can implement straight away.
To preserve independence, we self-fund this public benchmarking program. For aged care providers wanting comprehensive analysis, our Aged Care Benchmarking Services deliver confidential performance insights, peer benchmarking, and focused recommendations to enhance enquiry handling, admission processes, and family satisfaction.
70.6%
