View all the Mystery Shopping Results for Australian Councils, December 2023 including average wait times, quality of customer service and more!
Each month, we conduct mystery shopping calls into a cross-section of Australian Councils to provide Voice of the Customer (Voc) insights into the genuine experience customers are receiving when trying to connect to a live person at an Australian Council.
Every single mystery shopping call is meticulously assessed against the Australian Contact Centre Quality Standards, containing over 80 different individual performance elements to generate three key metrics:
- The ACCESS score measures how easy it was connect to a live contact centre agent at the bank across five core components: Search, Design, Ease, Audio and Timing (along with deductions for calls not being answered within thresholds, technical glitches, etc).
- The QUALITY score measures the experience of the interaction with the live contact centre agent across five competencies: Engage, Discover, Educate, Close and Energy.
- The OVERALL combines the two scores above with proprietary weightings on the competencies that influence the customer experience the most, and it's this score that is used to determine the overall ranking results.
This combination provides powerful, independent insights into the performance of Australian Councils, enabling us to ensure we provide the resources, skills and insights where it matters most to help Councils improve the experiences for the customer and their ratepayers.
Quarterly public reports are published on this page and ACXPA members have exclusive access to additional monthly reports and data, plus the ability to gain insights into how to improve their scores through the sharing of best practices, resources, training and support.
The Latest Australian Councils Call Centre Rankings
Each quarter, we publicly release the leaderboards on this page (view in the sidebar) for Australian Councils across four key metrics:
- Overall Score - the ultimate recognition!
- Most Accessible - how easy it was to connect to a live person.
- Best Quality - the interaction with the live person.
- Best Wait Times - the average time to get through to a live person.
Want to see even more data?
Purchase the Contact Centre CX Benchmarking, and you'll gain access to over 80 different benchmarking metrics, including:
- Quality scores by each of the five competencies and 18 different behaviours.
- Call answer percentages
- IVR layers and navigation time
- Pre- and post-IVR messaging time
- Average talk time
- Total call duration
- And lots more!
Assessing the Metrics that Matter!
The contact centres for the Australian Councils are assessed against the Australian Contact Centre Quality Standards, which have been refined for over 30 years and used to assess over 50,000 calls.
The standards we use:
- Provides clear guidance on what is required to deliver a good customer experience via the contact centre regardless of size, sector, product or service.
- Uses scores that have a direct correlation to business outcomes - when businesses consistently achieve above 'Met Standards', there is a direct correlation to improved results however you measure them – Customer Satisfaction, Sales Conversions, Net Promoter Score (NPS), Customer Effort Score, improved efficiency, reduced AHT etc.
- Provide insights you can act on - there is no point having data for 'data's sake'. The whole idea of benchmarking and standards is to help you identify specific areas in which you excel and specific areas in which you need to work on to improve business outcomes. Our Standards enable you to hone in on over 80 different performance elements, ensuring no stone is left unturned!
Download the Councils Monthly Summary Report
View the Quarterly Public Reports
Just click on a report below for more detailed information, including average wait times, quality scores and much more.
Please note that from 2024, we'll be transitioning from monthly public reports to quarterly.
Monthly summary reports are available for ACXPA Members, and if you'd like to access to the full data (over 80 metrics) for your Council and any five councils you nominate, purchase the Contact Centre CX Benchmarking report >
Councils November 2023
View all the Mystery Shopping Results for Australian Councils, November 2023 including average wait times, quality of customer service and more!
Councils October 2023
View all the Mystery Shopping Results for Australian Councils, October 2023
Councils September 2023
View all the Mystery Shopping Results for Australian Councils, September 2023
Councils August 2023
View all the Mystery Shopping Results for Australian Councils, August 2023
Want benchmarking data for your Council?
How to gain exclusive Voice of the Customer (Voc) insights for your Council
Purchase our Contact Centre CX Benchmarking Service, and you’ll receive the following:
- Six Mystery Shopping calls into your call centre each month. Each call is assessed against over 80 different metrics and you'll receive the quality assessor’s notes, the employee’s name (where provided) and the full call recording.
- Benchmarking data for any five councils that you nominate so you can compare your performance against other Councils that matter to you.
- Aggregate data for all the other councils we assess to provide you with sector-wide results to further compare your results.
- A monthly email with data to track your performance.
- A quarterly report containing insights and trends that are easy to understand, along with personalised, actionable recommendations to help improve your performance.
- An optional Quarterly Insights workshop for your team (conducted live via Zoom) that can provide additional insights, coaching and guidance.
- Access to best-practice training that will deliver improved results for both your customers and your business.