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This is the public view. Your Energy Retailers dashboard carries the current month’s results, rolling leaderboards, downloadable datasheets and every past quarterly report.
Your free subscription covers the current quarterly report. Members also get the past four quarters, the current month’s leaderboards and the downloadable datasheets — plus the rest of the platform: all 8 specialist hubs, 50+ hours of live expert access a year, the full library of tools, calculators and templates, and 25% off live training.
When customers are exploring energy plans, moving house, or switching providers, their first interaction with an energy retailer’s contact centre plays a critical role.
These quarterly rankings reveal how well Australia’s leading energy retailers handle these sales enquiries — moments that directly impact customer acquisition, trust, and long-term loyalty.
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.
We benchmark a cross-section of the Australian residential energy market — a mix of national and state-based retailers chosen to reflect the range of experiences households and small businesses actually encounter when they compare plans, switch providers, or set up a new connection.
The list is not fixed. Retailers 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 energy.
What no retailer can influence is the result. Every retailer 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 retailer 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. Energy retailers who want the detail behind their own numbers — call recordings, competency-level scoring, and comparison against competitors they nominate — can find it through our Energy Benchmarking Services.
How long it takes to reach a human, how many menu layers stand in the way, and whether the call is answered at all.
How well the person who answers handles the enquiry — the questions they ask, what they know, and whether the customer leaves able to act.
Every score falls into one of five bands of the Australian Contact Centre CX Standards. The band is written next to the number, so the meaning survives greyscale, high-contrast mode and colour blindness.
71.9% 64.2% 63.8% 49.3%Data accurate as of August 2026
00:03 00:15 00:45 02:59Data accurate as of August 2026
Members can also download the monthly and quarterly datasheets behind these results.
Overall CX, Accessibility and Agent Mastery, quarter on quarter. Each summarises 48+ underlying assessment measures.
Each quarter we publish independent insights on how a selection of Australia’s energy sector performs across customer experience, accessibility and agent quality during first-contact enquiries.
The current quarter. We reveal the leading energy retailers for Q2 2026 including average wait times, customer service quality, call answer percentage and lots more!
We reveal the leading energy retailers for Q1 2026 including average wait times, customer service quality, call answer percentage and lots more!
We reveal the top energy retailers for Q4 2025 including average wait times, customer service quality, call answer percentage and lots more!
We reveal the top energy retailers for Q3 2025 including average wait times, customer service quality, call answer percentage and lots more!
| What you get | VisitorFreeYou are here | SubscriberFreeYou are here | Individual$197 ex GST / year | BusinessFrom $497 ex GST / year |
|---|---|---|---|---|
| Energy Retailers rankings data | ||||
| Current quarter — executive summary | Yes | Yes | Yes | Yes |
| Overall CX leaderboard | Yes | Yes | Yes | Yes |
| Contact Centre CX Quadrant | Yes | Yes | Yes | Yes |
| Past four quarterly reports | — | — | Yes | Yes |
| Current month and rolling 3 and 6-month leaderboards, downloadable | — | — | Yes | Yes |
| The rest of the platform | ||||
| All 8 specialist member hubs | — | — | Yes | Yes |
| 50+ hours of live expert access every year | — | — | Yes | Yes |
| Self-paced courses with certificates, Member Bytes and podcasts | — | — | Yes | Yes |
| 25% off live training | — | — | Yes | Yes |
| Tools, calculators, templates and resources | — | — | 50+ | 60+ |
| Facilitator-ready training packs — HEAT, Active Listening, Complaints Handling | — | — | — | Yes |
| Team Leader Coaching Guide and Employee Goal Tracker | — | — | — | Yes |
| Customer Response Templates — full 480-variant library | — | — | — | Yes |
| Business Dashboard and Business Members Directory listing | — | — | — | Yes |
| Membership for 5, 10, 25, 50 or 100 people | — | — | — | Yes |
Rankings data is identical across paid tiers — Business adds team deployment and the wider resource library. Compare Business Membership
A complete diagnostic of your contact centre’s customer experience — not just a single ranking.
Australian Customer Experience Professionals Association (ACXPA)
Independent, practitioner-led standards, benchmarking and learning for customer service and experience.
ABN: 58 817 433 774
+61 3 9492 2871Independent, practitioner-led standards, rankings and benchmarking for customer service and experience worldwide.
Practical hubs, frameworks and reference tools to improve customer service and experience.
Training, courses and live events to build capability and share what works in practice.