Coming Soon! View the Call Centre Rankings for Australian Banks Q1 2025 with call centre wait times, customer experience rankings, access rankings and more.
Introduction
At ACXPA, our Australian-based mystery shoppers are trained to replicate real customer experiences — not scripted scenarios. Each call is made randomly across days and times, using genuine banking-related enquiries such as setting up a new account, applying for a credit card, or asking about home loan options.
We don't measure theory — we measure reality. Customers don’t care about averages or sample sizes — they care about their experience. That single moment forms the basis of trust (or frustration), and it’s that moment we capture and assess.
To ensure impartiality and consistency, all results reflect the experience of new customer enquiries — with no existing account number or client relationship. This ensures we benchmark what the public actually experiences when contacting a bank for the first time.
Note: Calls about transaction issues, internet banking, or existing customer support are typically handled by separate teams and fall outside the scope of these assessments.
