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2025 Australian Energy Retailer Call Centre Rankings
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.
The results are based on real mystery shopping calls — unscripted, unannounced, and focused entirely on what prospective customers experience in the moment. Some retailers make it easy. Others? Not so much. These rankings spotlight both.
This work forms part of our broader mission to improve customer experience standards across Australia. By providing independent, real-world insights, we help energy retailers understand their current performance — and where to focus for measurable improvement.
All calls are assessed using the
Australian Contact Centre CX Standards
— ACXPA’s national framework for measuring accessibility and agent service quality. For energy retailers seeking deeper insight, our
Energy CX Benchmarking Service
provides over 80 performance metrics to track results, uncover opportunities, and benchmark against competitors.
Public results are updated quarterly, while ACXPA Members get access to monthly insights, rolling trends, and detailed leaderboard data.
, you’ve unlocked access to the current Quarterly Sector Report at the bottom of this page – including leaderboard results across five key Contact Centre CX metrics, executive summary, the Contact Centre CX Quadrant and sector trends.
Want more insights? ACXPA Members get everything – including monthly leaderboards, rolling results, previous quarterly reports, lifetime rankings, data downloads, and premium industry tools.
Upgrade to membership to unlock Australia’s best contact centre resources – including templates, calculators, video libraries, and exclusive self-paced training.
, as a member, the full Quarterly Sector Report is available at the bottom of the page — including the latest leaderboards, detailed analysis across five CX metrics, and expert commentary. You have unrestricted access.
But that’s just the beginning. You’ve also unlocked access to Australia’s most complete source of contact centre insights:
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.
Why We Selected These Energy Retailers to Benchmark
We created the Australian Call Centre Rankings to give the industry what it’s been missing: independent, transparent insight into what customers are really experiencing.
Most of the “research” in our industry is commissioned by vendors as part of lead generation campaigns. We’re not here to sell software or inflate marketing stats — we’re here to recognise those doing well and help the rest improve, using real data from real customers.
Every interaction is scored against our Contact Centre CX Standards — a national framework built on decades of frontline experience. Our Agent Mastery assessment focuses on soft skills and behaviours that apply to all contact centres, while our Accessibility measures reflect what customers value most: reaching a live agent quickly, with minimal friction and maximum respect for their time.
We selected a mix of large and emerging energy retailers to reflect the variety of customer experiences across Australia’s energy sector — especially for customers comparing plans, switching providers or setting up new connections. These retailers weren’t included because they paid us (they didn’t), but because meaningful benchmarking requires real-world data from recognisable brands.
We don’t use large sample sizes — and that’s intentional. Customers form lasting impressions from a single call, not a statistical average. And after years of assessing calls, we’ve found the same trends appear whether we review 5 or 50. Big patterns don’t need big data — they just need the right lens.
That approach also allows us to absorb the cost of this program — keeping the data clean, credible, and free from commercial agendas, so the insights remain focused on improving customer outcomes, not selling products.
To keep the program independent and growing, we offer a low-cost benchmarking service that gives each participating business detailed insights into their own performance, objective comparisons with chosen peers, and access to deeper data trends. At the same time, every participant helps expand the national dataset — improving the accuracy, relevance, and value of the insights for the entire sector.
We also believe it’s time the industry took greater ownership of poor performance. Contact centres have been around for decades — and there’s no excuse for inconsistent service or failing the basics. Despite the many great call centres out there, public perception remains that most call centres are frustrating or ineffective. These rankings are a way to spotlight the top performers, but also to uncover where and why others are struggling — so we can help fix it, together.
Which Energy Retailers Are Delivering on CX – and Which Are Falling Short?
While results are publicly updated each quarter, ACXPA Members gain access to monthly leaderboard insights — helping them stay on top of trends and shifts in performance.
Below, you’ll see the latest leaderboard results for two of the most critical CX metrics: Overall CX and Average Wait Times. These rankings spotlight the top-performing energy retailers – recognising those delivering exceptional service during key sales opportunities – as well as those lagging behind.
Want even more insights?
The latest quarterly report is available at the bottom of this page – but as a visitor, you'll only see the Executive Summary.
Subscribe for free to unlock the full leaderboard results across all five CX metrics, expert commentary, and sector-wide trends.
Subscribers get access to the full report each quarter – but not past editions or monthly updates.
For complete access, ACXPA Members unlock everything: monthly leaderboards, rolling performance reports, all historical reports, downloadable data, plus Australia's best premium resources for contact centre professionals.
🏆 OVERALL CX - Leaderboard
Australian Energy Retailers - Q1 2025The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Australian Energy Retailers - Q1 2025The average wait time to connect with a live agent about a new energy plan enquiry (measured from the start of being placed into the queue).
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.
Australian Energy Retail Sector Call Centre Trends
How the Australian Energy Sector is Tracking Across Key Call Centre CX Metrics
The chart below highlights the quarterly performance of the retail energy sector across three key metrics – Overall CX, Accessibility, and Agent Mastery – based on aggregated results from real-world mystery shopping assessments.
It shows how performance is shifting quarter to quarter – revealing where energy retailers are improving access and frontline engagement, and where friction may still be affecting prospective customers.
More insights are available in the Retail Energy Sector Quarterly Reports, including expert commentary, top performers across all five core metrics, and deeper analysis by metric and trend.
How Contact Centre Performance Is Tracking Across Energy Retailers
Quarterly performance of the energy sector across three key call centre CX metrics, each underpinned by over 80 detailed measures.
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 energy retailers are delivering end-to-end service during key sales interactions.
Accessibility
This measures how easily and quickly prospective customers can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether callers successfully speak with a representative. Higher scores reflect smoother, more customer-friendly access experiences.
Agent Mastery
This evaluates the quality and professionalism of frontline service. It includes how well energy staff greet, listen, explain plan options, handle moving enquiries, and support switching decisions – along with empathy, clarity, and overall service delivery. It’s a direct measure of agent capability during high-value conversations.
Curious about how the Energy sector is performing? This table shows what’s available to you right now as a Visitor — and what additional insights unlock when you sign up for a free Subscriber account or upgrade to a paid Membership.
From new connection enquiries to switching support and contact centre benchmarking, see how ACXPA helps you stay informed and ahead.
Visitor
Subscriber (Free)
Member (Paid)
Available Energy Retailer Sector Data
Read the Executive Summary for the Quarterly Energy Retailer Sector Report
High-level overview of the quarterly results - updated quarterly and free to access.
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View the Top 3 and Lowest-ranked Energy Retailers (5 metrics)*
Current Quarter Leaders – Visitors only see one metric (Overall CX). Subscribers and Members see both Top 3 and the lowest-ranked for all 5 key metrics.
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Access the Members-Only Energy Benchmarking Dashboard
Explore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members.
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View Individual Energy Retailer Results in Monthly & Quarterly PDF Reports
24 metrics for 3 real retailers plus sector benchmarks.
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High/Low Leaderboards (12 metrics)
See highest and lowest Energy Retailer sector scores updated quarterly for 12 metrics.
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Access Last 4 Quarterly Energy Retailer Sector Reports
Track sector performance over time.
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▶ See What Else You’re Missing (click to expand)
In addition to the sector-specific data above, you can also unlock the following national insights:
National Call Centre Rankings Access
View Current Quarter Industry Leaders (5 metrics)Top performers across CX, accessibility, and more.
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Annual Industry Trends (15 metrics)See how the industry is shifting year to year.
, There’s Even More Energy Sector Data Waiting for You!
As a free Subscriber, you already get access to valuable quarterly insights across five key CX metrics – including sector leaderboards and performance trends.
But there’s a lot more behind the curtain. Paid Members unlock full access to downloadable reports, exclusive benchmarking dashboards, monthly data, historical trends, and detailed business-level results – everything you need to drive measurable performance improvement.
Explore the table below to see what you currently access – and what’s waiting when you upgrade.
Subscriber (Free)
Member (Paid)
Energy Retailers Sector Data
Read the Executive Summary for the Quarterly Energy Retailers Sector ReportHigh-level overview updated quarterly and free to access.
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View the Top 3 and Lowest-ranked Retailers (5 metrics)*Current Quarter Leaders – Visitors see only the Top 3. Subscribers and Members see both Top 3 and Lowest-ranked.
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Access the Members-Only Energy Retailers Benchmarking HubExplore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members.
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View Individual Retailer Results in Monthly & Quarterly PDF ReportsView 24 metrics for 3 real energy retailers plus sector benchmarks.
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High/Low Leaderboards (12 metrics)View the highest and lowest Energy Retailers sector scores for 12 metrics, updated quarterly.
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Access Last 4 Quarterly Energy Retailers Sector ReportsTrend data across energy contact performance over time.
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▶ See What Else You’re Missing (click to expand)
In addition to the energy sector specific data above, you can also unlock the following national insights:
National Rankings Access
View Current Quarter Industry Leaders (5 metrics)View the Top performers across CX, accessibility, and more.
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Annual Industry Trends (15 metrics)See how the industry is shifting year to year.
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Sector Comparison Trends (5 metrics)Quarterly cross-sector comparison across 5 benchmarks.
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Top Industry Performers (15 metrics)View Leaderboards for the current month, plus rolling 3 & 6 months for powerful real-time insights.
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Month-to-Month Industry Trends (15 metrics)Monthly metric changes to spot emerging issues and wins.
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Enhanced Sector Comparison Trends (13 metrics)Deep dive into sector differences across 13 metrics.
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Downloadable Industry Reports (PDF)Access monthly and quarterly reports offline as PDFs.
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Lifetime Industry Leaderboards (6 metrics)The most consistent top performers since tracking began.
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Additional ACXPA Member Benefits
Access exclusive discounts on our Energy Retailers Benchmarking ServiceMembers receive 10% off ongoing benchmarking engagements.
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Access Australia’s Most Comprehensive Contact Centre ResourcesGuides, templates, calculators, explainer videos and more.
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Discounts to Events & Live TrainingSave on CX Skills training sessions and ACXPA industry events.
These five metrics provide a snapshot of how energy retailers manage new customer enquiries and connection requests — covering both speed and service quality.
They’re just a glimpse into the 80+ CX metrics assessed each month through our Energy Benchmarking Services, with flexible packages to suit different team sizes, goals, and reporting needs.
As a Visitor, you can view the Executive Summary from the most recent quarter. To access full results, rankings and historical trends, consider upgrading to a Subscriber or Member account.
Overall CX Ranking The headline measure of customer experience – combining accessibility and agent service into a single score.
Accessibility Ranking Measures how quickly and easily potential customers can reach a live agent – no client ID required.
Agent Mastery Ranking Evaluates how well frontline staff handle sales-style enquiries – including professionalism, clarity, and resolution quality.
Calls Answered Percentage Tracks the percentage of calls answered within 10 minutes — a key accessibility benchmark.
Average Wait Times Reflects the time customers spend in queue before speaking to someone — a major driver of satisfaction (or frustration).
Special Offer: Discover Your CX Score for Just $697
Curious how your energy contact centre really stacks up? Our Benchmarking Trial gives you a clear, independent CX Score based on national standards — plus a peer comparison against five competitors you choose.
You’ll receive tailored results, actionable insights, and a one-on-one expert workshop to help you improve CX, reduce switching barriers, and strengthen agent capability. No guesswork — just real answers.
As an ACXPA Subscriber, you can access the latest quarterly Energy Sector report featuring five key CX metrics, executive summary, the Contact Centre CX Quadrant and sector trends.
To unlock monthly leaderboards, past performance reports, CX Champions, downloadable insights and more, upgrade to a Full Membership today.
Overall CX Ranking The headline measure of customer experience – combining accessibility and agent service into a single score.
Accessibility Ranking Measures how quickly and easily potential customers can reach a live agent – no client ID required.
Agent Mastery Ranking Evaluates how well frontline staff handle sales-style enquiries – including professionalism, clarity, and resolution quality.
Calls Answered Percentage Tracks the percentage of calls answered within 10 minutes — a key accessibility benchmark.
Average Wait Times Reflects the time customers spend in queue before speaking to someone — a major driver of satisfaction (or frustration).
Special Offer: Discover Your CX Score for Just $697
Curious how your energy contact centre really stacks up? Our Benchmarking Trial gives you a clear, independent CX Score based on national standards — plus a peer comparison against five competitors you choose.
You’ll receive tailored results, actionable insights, and a one-on-one expert workshop to help you improve CX, reduce switching barriers, and strengthen agent capability. No guesswork — just real answers.
The 5 Metrics Included in the Quarterly Energy Reports Below
The five metrics included provide a snapshot of performance in the energy retail sector — but they’re just a small sample of the 80+ individual measures assessed each month through our Energy Benchmarking Services , which include four tailored options to suit different goals and budgets.
Overall CX Ranking The ultimate measure of CX – reflecting performance across all key touchpoints, including accessibility and agent service.
Accessibility Ranking Tracks how quickly and easily customers can connect with a live agent.
Agent Mastery Ranking Evaluates the quality, professionalism and helpfulness of the agent experience.
Calls Answered Percentage Percentage of calls answered within 10 minutes.
Average Wait Times How long customers spend in the queue before speaking to a live agent.
Special Offer: Discover Your CX Score for Just $697
Curious how your energy contact centre really stacks up? Our Benchmarking Trial gives you a clear, independent CX Score based on national standards — plus a peer comparison against five competitors you choose.
You’ll receive tailored results, actionable insights, and a one-on-one expert workshop to help you improve CX, reduce switching barriers, and strengthen agent capability. No guesswork — just real answers.
Looking for Full Access to the Energy Sector Reports?
You're currently logged in under a Business Membership, which doesn’t include full access to the Energy Sector Reports.
To explore all current and historical quarterly reports – including energy retailer rankings, sector trends, and detailed performance insights – you’ll need to log in with an Individual Membership.
