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When Australians reach out to open a new account, apply for a credit card, or enquire about home loan options, the contact centre experience plays a key role. These quarterly rankings reveal how well leading banks handle sales-focused enquiries — from accessibility to wait times and the quality of service provided.
All calls are placed by Australian-based mystery shoppers using real scenarios — no scripts, no advanced notice. These rankings show which banks make it easy to engage, and which ones risk losing potential customers through poor phone experiences.
This work supports ACXPA’s broader mission to improve customer experience standards across Australia. By surfacing independent, real-world performance insights, we help banks pinpoint gaps, track improvements, and raise service benchmarks in a highly competitive sector.
All calls are assessed using the
Australian Contact Centre CX Standards
— ACXPA’s national framework for measuring accessibility and agent service quality. Deeper insights are available through the
Banking CX Benchmarking Service
, which tracks over 80 performance metrics and enables banks to benchmark performance against industry peers.
Public results are updated quarterly, while ACXPA Members access monthly data, leaderboards, and more detailed trend analysis.
, as an ACXPA Subscriber, you have access to the
current Quarterly Banks Sector Report — including the Executive Summary, Overall CX Leaderboard and Contact Centre CX Quadrant, revealing how banks handle customer enquiries across accessibility and agent mastery.
You can also explore broader cross-industry insights through your
Subscriber Call Centre Rankings Dashboard, providing a snapshot of CX performance and accessibility trends across multiple sectors.
To dive deeper, upgrade to Full Membership and unlock access to the past four quarters of reports, plus monthly and rolling leaderboards, downloadable data, and detailed results for multiple banks.
For insights into the performance of your own contact centre, explore our
Benchmarking Services to identify strengths, opportunities, and practical improvement pathways.
, as a member, the public Quarterly Sector Reports are available at the bottom of the page — including the executive summary for the quarter, Overall CX leaderboard, sector trends on key metrics, and the Contact Centre CX Quadrant showing how different banks performed on Accessibility and Agent Mastery.
Plus, you’ve unlocked access to exclusive banking sector benchmarking data:
Exclusive Banking Sector Data – members-only trends and benchmarking insights.
Current Industry Leaderboards – tracking dozens of CX metrics monthly.
Lifetime Leaderboards – track banking CX performance over time.
Sector Comparison Data – benchmark your performance against other industries using our national CX standards.
Australian-based mystery shoppers replicate genuine banking enquiries — not scripted or rehearsed interactions. Calls are made randomly across days and times, using real questions about credit cards, transaction accounts, and home loan options.
We don’t measure theory — we measure reality. Prospective customers don’t care about averages, sample sizes, or how polished your internal processes look — they care about their experience. That one call can influence whether they continue the journey or walk away.
All results reflect new customer enquiries — made without providing account numbers or prior relationships — ensuring a consistent and impartial benchmark across all institutions.
Note: Calls related to existing account management, digital banking support, or transaction issues are typically handled by separate teams and are excluded from this assessment.
How We Select the Banks We Benchmark
We benchmark a cross-section of Australian banking — a blend of major banks, mutuals and challengers chosen to reflect the range of experiences Australians actually encounter when they open an account, apply for credit, refinance, or move their banking somewhere else.
The list is not fixed. Institutions are added over time as the market shifts and our coverage expands, so what you see this quarter is a starting point rather than a final word on who matters in Australian banking.
What no bank can influence is the result. Every institution is assessed against the same standard, scored the same way, and published exactly as measured — including when the numbers are unflattering. A score cannot be bought, improved on request, or withdrawn.
Every interaction is assessed against the Australian Contact Centre CX Standards — a national framework for evaluating both Agent Mastery (conversation quality across Engage, Discover, Educate, Close and Impact) and Accessibility (how easily customers can reach a live agent). The same scorecard is applied to every call, in every sector, every month.
We should be clear about scale. This is not a high-volume audit and we don't present it as one. We assess a consistent sample of calls to each institution every month, using the same method throughout, rather than attempting to survey a statistically representative slice of all calls made.
That is deliberate. Customers don't average their experience across hundreds of interactions — they form a lasting judgement from the one call they made. A consistent monthly sample is enough to expose the pattern behind that judgement: whether reaching a person is easy, whether the conversation is handled well, and whether either holds up quarter after quarter.
This report is free to read, and the results are published whatever they show. Banks that want the detail behind their own numbers — call recordings, competency-level scoring, and comparison against competitors they nominate — can find it through our Banking Benchmarking Services.
Current Banking Sector Leaderboards
Which Banks Are Delivering on CX – and Which Are Falling Short?
Each quarter, we publicly share a snapshot of real customer experience performance in the banking sector – based on independent assessments of call centre accessibility, responsiveness, and agent service.
Below, you’ll see the latest leaderboard results for two of the most impactful CX metrics: Overall CX and Average Wait Times. These rankings highlight the top three performing bank contact centres – recognising those delivering outstanding customer experiences – as well as the lowest ranked bank for the quarter.
Want to see when new results drop?
The Executive Summary, Overall CX Leaderboard, and Contact Centre CX Quadrant for the current quarter are available to everyone.
To be notified when new banking sector results are published, make sure you’re subscribed for alerts.
Subscribe for free to receive quarterly email updates as soon as new sector reports are released.
For complete access, ACXPA Members can view all previous quarterly reports, monthly and rolling leaderboards, downloadable data, and advanced benchmarking tools — helping you compare and improve CX performance across the industry.
🏆 OVERALL CX - Leaderboard
Australian Banks - Q2 2026The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Australian Banks - Q2 2026The average wait time to connect with a live agent about a new financial services product enquiry (measured from the start of being placed into the queue).
How Australian Banks are Tracking Across Key Call Centre CX Metrics
The chart below summarises how Australian banks are performing each quarter across three headline CX metrics – Overall CX, Accessibility, and Agent Mastery. Each of these headline measures is underpinned by more than 80 individual service and experience metrics assessed through real-world mystery shopping calls.
While this chart captures the top-level trends, Subscribers and Members can access the data behind these results — including detailed sector averages across all major banks, national benchmarks, and quarterly comparisons across dozens of underlying metrics. Members also gain visibility into results for three randomly selected banks each month, along with insights into the highest and lowest performers across 15 key metrics.
For contact centres wanting to see their own detailed performance across all 80+ CX and operational metrics, this data is available through our Banking Benchmarking Services — providing a complete diagnostic of your customer experience, accessibility, and agent capability.
Australian Banking Sector - Key Metrics Trends
Performance trends across three core call centre CX metrics – based on over 80 measures from real-world assessments of new banking enquiries (e.g. loans, credit cards, term deposits).
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 banks are delivering end-to-end service.
Accessibility
This measures how easily and quickly customers can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether customers successfully connect with an agent. Higher scores reflect smoother, more customer-friendly access experiences.
Agent Mastery
This evaluates the service quality and soft skills of the agent. It covers how well they greet, listen, explain, and resolve – plus professionalism, empathy, and clarity. It’s a direct indicator of frontline performance and the quality of your customer conversations.
Thanks to the support of our amazing sponsors, we are able to conduct independent, vendor-agnostic research right here in Australia, providing you with valuable insights into the industry.
Special Offer: Benchmark Your Bank’s Contact Centre for Just $697
Get a complete diagnostic of your contact centre’s customer experience — not just a single ranking. Our Banking Benchmarking Trial independently measures your performance across 85 CX and operational metrics, comparing your results against five nominated competitors and national banking averages.
You’ll receive a detailed results pack showing where your team leads or lags the sector, along with a one-hour expert workshop to interpret the findings and identify practical improvement opportunities in accessibility, empathy, and service consistency.
It’s the easiest, lowest-cost way to see how your organisation truly performs — and what’s needed to reach the top of the rankings.
We publicly release independent insights each quarter on how a selection of Australia’s banks perform across
customer experience, accessibility and agent quality during first-contact enquiries.
What you can view today
Executive Summary for the latest quarter
Overall CX Leaderboard for the current quarter
Contact Centre CX Quadrant showing accessibility vs agent mastery
Unlock with an upgrade
Past four quarters of banking sector reports
Current month and rolling 3 & 6-month leaderboards with downloadable data
Results for 3 randomly selected banks across 23 metrics
Coming Soon! The Q3 2026 Australian Call Centre Rankings for Banks will be published in late July, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Current Report! View the Q2 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Current Report! View the Q1 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Members Only! View the Q4 2025 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Members Only! View the Q3 2025 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
, Your Quarterly Banking Sector Insights Await
As an ACXPA Subscriber, you can access the current Quarterly Banking Sector Report — including the Executive Summary, Overall CX Leaderboard and the Contact Centre CX Quadrant analysing how banks handle home loan, credit card and savings enquiries with accessibility and agent skill.
You also have access to additional industry-wide results and comparisons via the Subscriber Call Centre Rankings Dashboard, providing insights into CX performance across key Australian industries.
To go deeper, upgrade to Full Membership — unlocking the last 4 quarters of reports, plus monthly and rolling leaderboards, downloadable data, and detailed results for multiple banks.
Thinking of Upgrading? Compare Subscriber vs Membership Benefits
Subscriber (Free)
Member (Paid)
Banks Sector Data
Read the current quarterly report including the Executive Summary & Contact Centre CX Quadrant
High-level summary of the sector’s performance including the Overall CX leaderboard and sector trends
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Access Last 4 Quarterly Banks Sector Reports
Quarter-over-quarter sector trends for banks.
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Exclusive Members-Only Banks Benchmarking Hub
Current month, rolling 3 & 6 month leaderboards, downloadable data sheets and more - all in one place.
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View Individual Bank Results
Compare results for 3 randomly selected banks across 24 metrics, plus sector results across 48 metrics in monthly and quarterly downloadable data sheets.
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View Performance Spreads across 15 metrics
Top and bottom ranked banks across 15 key metrics.
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▶ See What Else You’re Missing (click to expand)
In addition to the Banks sector-specific data above, you can also unlock the following national insights:
National Rankings Access
Current Quarter Industry Leaders (5 Metrics)
View the top performers nationally for the current quarter across 5 key metrics.
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Monthly Industry Trends (15 metrics)
See how the contact centre industry results are trending month to month.
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Sector Comparison Trends (5 metrics)
Compare the banking sector performance against other industries.
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Month-to-Month Industry Trends (15 metrics)
Track shifts in metrics month to month across the industry.
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Top Industry Performers (15 metrics)
Current month, and rolling 3 & 6 month leaderboards across the industry.
Coming Soon! The Q3 2026 Australian Call Centre Rankings for Banks will be published in late July, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Current Report! View the Q2 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Current Report! View the Q1 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Members Only! View the Q4 2025 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Members Only! View the Q3 2025 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
, as a member, you can view the past four quarterly public reports below that include an executive summary, Overall CX leaders, and the Contact Centre CX Quadrant showing how banks manage new lending and account enquiries through accessibility and agent mastery. For deeper, member-exclusive insights — including current month data, rolling trends, and detailed bank performance — visit your Banking Sector Rankings Dashboard.
For the ultimate insights into the performance of your own contact centre, explore our Banking Benchmarking Services.
Coming Soon! The Q3 2026 Australian Call Centre Rankings for Banks will be published in late July, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Current Report! View the Q2 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Current Report! View the Q1 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Members Only! View the Q4 2025 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Members Only! View the Q3 2025 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Looking for Full Access to the Banking Sector Reports?
You're currently logged in under a Business Membership, which doesn’t include full access to the Banking Sector Reports.
To explore all current and historical quarterly reports – including bank rankings, sector trends, and detailed performance insights – you’ll need to log in with an Individual Membership.
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