View the Q3 2024 Australian Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.
Each month, we conduct mystery shopping calls at a cross-section of Australian Councils to provide Voice of the Customer (VoC) insights into the genuine experience residents receive when trying to connect with a customer service employee.
These calls are assessed using the Council's CX Benchmarking Framework, developed from the Australian Contact Centre Quality Standards, which evaluates over 80 individual performance elements to ensure a comprehensive and consistent approach to benchmarking.
Publicly Reported Key Metrics:
Accessibility Ranking: Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options.
Agent Mastery Ranking: Assesses the professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies.
Overall CX Ranking: The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Average Wait Times: Tracks the average time customers spend waiting to connect with a live agent, demonstrating the organisation’s responsiveness.
The Councils CX Benchmarking Framework provides powerful, independent insights into the performance of Australian Council call centres. By leveraging this framework, councils can identify areas for improvement, target their resources effectively, and enhance the experiences of their customers and ratepayers.
To discover how the Councils CX Benchmarking Framework can help your council improve service performance, visit our dedicated page here >
How the Mystery Shopping Calls are made to Australian Councils
Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for councils, such as rates enquiries, rubbish, local events, etc.
Whilst there can always be some debate around sample sizes, ratios of FTEs to ratepayers, demographics, busy periods than usual, etc., that can potentially influence results, the reality is none of that is important to a customer.
Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.
As we need to remain anonymous, the published results typically reflect the experience for general council enquires only.
Ratepayers with specific questions about planning permits, complaints., payment plans, etc., may have a different experience.
Australian Contact Centre Quality Standards
The Australian Contact Centre Quality Standards—refined over 30 years and 50,000 calls—provide a proven framework for assessing customer service performance.
Why These Standards Matter
- Actionable Guidance: Practical criteria for delivering exceptional customer experiences, tailored for any contact centre.
- Proven Results: Higher satisfaction, increased sales, improved NPS, enhanced CES, and reduced AHT.
- Comprehensive Insights: Over 80 performance metrics to identify strengths and improvement opportunities.
This robust framework helps Australian councils deliver outstanding customer experiences and achieve measurable business success.
Learn more about including your Council in the benchmarking >
The Latest Australian Councils Call Centre Ranking Leaderboards
Each quarter, we publish updated performance data across four key metrics, along with a free quarterly sector report (below the charts) containing an executive summary with some additional insights.
This is just a fraction of the comprehensive insights available monthly to our subscribers and members.
Overall CX Leaderboard
Australian Councils - Q4 2024
1st:Onkaparinga Council65.0%
2nd:Brisbane City Council64.1%
3rd:Launceston Council62.8%
Lowest:City of Casey55.4%
Council Sector Average59.8%
Call Centre Industry Average55.8%
Accessibility Leaderboard
Australian Councils - Q4 2024
1st:Monash Council88.0%
2nd:Onkaparinga Council87.0%
3rd:Brisbane City Council87.0%
Lowest:City of Casey56.7%
Council Sector Average78.7%
Call Centre Industry Average69.2%
Agent Mastery Leaderboard
Australian Councils - Q4 2024
1st:Stirling Council57.9%
2nd:Launceston Council56.9%
3rd:Onkaparinga Council55.6%
Lowest:Monash Council42.5%
Council Sector Average52.8%
Call Centre Industry Average51.3%
Average Wait Time Leaderboard
Australian Councils - Q4 2024
1st:Onkaparinga Council00:20
2nd:Brisbane City Council00:26
3rd:Monash Council00:54
Longest:City of Casey04:13
Council Sector Average01:27
Call Centre Industry Average01:21
With the support of our sponsors, we are proud to make this independent industry data accessible to you for free.
Council Sector Quarterly Trends - Key Metrics
Quarterly performance of the council sector across three key metrics, each underpinned by over 80 detailed measures.
Council Sector Accessibility Quarterly Trends (Key Metrics)
Forced Message Time refers to the duration customers are required to listen to recorded messages in the menu, such as disclaimers. Total Menu Time is the combined time customers spend navigating and listening to all menu options before being placed in the queue. Wait Time measures the average duration from when customers are placed in the queue to when a live agent answers.
Want to know how your council compares?
Discover how your council compares with any five nominated councils across over 80 metrics, enabling you to pinpoint strengths and opportunities for improvement.
Click a Quarterly Council Sector Report Below to View
Australian Councils Q2 2024
View the Q2 2024 Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.
Australian Councils Q1 2024
View the Q1 2024 Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.
Unlock Deeper Insights With Our Councils CX Benchmarking Service
The data on this page and our free quarterly reports provide a small snapshot of the council sector data available on our website.
Subscribers enjoy access to even more valuable council sector insights, with members unlocking the most comprehensive data and exclusive reports.
However, for councils seeking to deliver industry best practices, the Council's CX Benchmarking Service is a must-have solution.
What You’ll Receive:
- Detailed Performance Metrics: Access over 80 key metrics, including accessibility, agent mastery, and more.
- Competitive Benchmarking: Compare your council against any five nominated councils each month.
- Trend Analysis: Track quarterly and annual trends to identify areas for improvement and celebrate success.
Exclusive Member Benefits
All ACXPA Members receive a 10% discount on the Council's CX Benchmarking Service.
ACXPA Business Members enjoy even more value with a $200 discount on our introductory benchmarking report—a trial version designed to provide powerful insights with smaller call samples (2 calls per council instead of 6).
This is the perfect way to experience the benefits of benchmarking before committing to the full service.
Go beyond surface-level data—equip your team with the tools and intelligence to deliver efficient and effective customer experiences today!
Select an Industry Sector to View the Latest Contact Centre Benchmarking Data
ACXPA PLATINUM SPONSORS
ACXPA SILVER SPONSORS
ACXPA BRONZE SPONSORS
