Coming Soon! View the Q1 2025 Energy Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Methodology
Our Australian-based mystery shoppers replicate genuine customer experiences — not rehearsed scripts. Calls are placed randomly across different days and times using realistic enquiries, such as setting up a new energy account, switching providers, or discussing plans during a move.
We don’t measure theory — we measure reality. Customers don’t care about your internal KPIs or how slick your process looks on paper — they care about their experience. That one moment shapes whether they sign up or switch to someone else — and that’s what we capture.
To ensure consistency and impartiality, all results reflect new customer enquiries made without providing an account number, meter ID, or prior service history. This ensures we benchmark the real experience any member of the public would have.
Note: Calls about billing issues, existing faults, or account-specific problems are typically handled by different teams and fall outside the scope of these assessments.
