#1
84.1%
Exceeds Standards
#1 for a seventh consecutive quarter
Independent mystery shopping · Updated quarterly
Australian Energy Retailers Call Centre Rankings
Which energy retailers win the customer on the phone?
Energy is one of the few markets where a customer can switch provider in a single phone call. That call is usually where the sale is won or lost.
Every month, our mystery shoppers call Australia's energy retailers as households comparing plans or setting up a new connection. Nobody is told when we're calling.
Real calls, not surveysScored on 48+ measuresPublished quarterly
Leaderboard · Q3 2026
Who gives energy customers the best call?
Ranked on Overall CX, which combines how easily callers get through with how well the conversation goes.
2nd
64.5%
Meets Standards
Up from fourth to second
Accessibility57.2%
Agent Mastery67.6%
3rd
62.0%
Meets Standards
Every assessed call answered within ten minutes
Accessibility64.4%
Agent Mastery60.9%
●●.●%
Lowest-ranked retailer
Who finished last this quarter?
Free subscribers see the lowest-ranked retailer, plus the weakest result on every measure in the report.
Where the leaders sit on the Contact Centre CX Standards
Every score falls into one of five bands. The energy average sits in Meets Standards, just above the all-industry average.
Poor · below 45%Below StandardMeetsExceedsOutstanding62.0%64.5%84.1%Energy average 61.1%All-industry 59.0%
62.0%64.5%84.1%Energy average 61.1%All-industry 59.0%Q3 2026 is the average of July, August and September. Shows a selection of the energy retailers we benchmark, not every provider in the sector.
Contact Centre CX Quadrant
Easy to reach, or good on the call? The best are both.
The quadrant plots how easily a caller reaches a person (up) against how well the conversation is handled (across). The Best Practice corner needs 80% or more on both.
| Overall CX | |
| Accessibility | |
| Agent Mastery |
Hover over or tap a number, or a row in the list, to see the scores.
Top three
- 184.1%
Access 94.1% · Mastery 79.9%
- 264.5%
Access 57.2% · Mastery 67.6%
- 362.0%
Access 64.4% · Mastery 60.9%
Lowest three
- 4Free with a subscription
- 5Free with a subscription
- 6Free with a subscription
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The full report goes retailer by retailer through what moved, and why.
- A scorecard of every headline measure
- Retailer-by-retailer stories
- Where callers are lost, minute by minute
- What unanswered sales calls could be costing you
Coming soon
Q4 2026 report
October to December results are being assessed now.
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Q2 2026, Q1 2026 and Q4 2025 reports
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Against every sector we benchmark
Energy ranks 2nd of the 7 sectors we benchmark
Internet67.2%
Energy61.1%
Car Insurance61.0%
Councils60.2%
Education56.4%
Aged Care56.4%
Banks52.3%
All-industry 59.0%
Ahead of the pack on the opening of the call
Energy finished 2.1 points above the all-industry average of 59.0%, and a tenth of a point ahead of car insurance.
It leads every sector on Engage, the opening of the call: a warm welcome, ownership and outlining how the agent will help.
Compare all sectors →Where callers are lost
How long does it take an energy customer to reach a person?
Phone menu, recorded messages and the queue, from the moment the call connects.
FastestLumo Energy
0:56
Sector averageEnergy retailers
2:34
Slowest
Phone menuRecorded messagesWaiting for an agent
Includes calls that weren't answered, which count up to the ten-minute limit. Each part is averaged separately, so totals can differ by a second.
1:09Average wait in the queue, the biggest part of the journey
94.1%of calls answered within ten minutes, ▼ 2.7 pts on Q2
2.7phone menu layers on average before reaching the queue
How we measure
No surveys. No spin. Just real calls.
Our Australian-based mystery shoppers call as genuine new customers: setting up a new account, switching provider, or moving house.
Calls are placed on different days and at different times, without an account number or meter ID, so we measure what any member of the public gets.
Billing, faults and existing-account calls go to different teams, so they sit outside these rankings.
How a mystery-shop call works
Five moments we measure on every call
- 1
We call
A mystery shopper calls as a household comparing plans, on a random day and time.
- 2
The phone menu
We time the menu and recorded messages, and count the layers before the queue.
- 3
The queue
We time the wait until a real person answers, up to a ten-minute limit.
- 4
The conversation
The agent is scored on Engage, Discover, Educate, Close and Impact.
- 5
The score
Every call is rated against the Contact Centre CX Standards, then averaged each quarter.
Measure 1
Accessibility
How easily a caller reaches a real person: the phone menu, how clear the options are, the wait, and whether the call is answered at all.
Measure 2
Agent Mastery
How well the conversation is handled once someone answers, across five competencies: Engage, Discover, Educate, Close and Impact.
The headline score
Overall CX
Both measures combined, with penalties when a call breaks down badly, so a serious failure can't be averaged away.
30% Access70% Agent Mastery
The five bands
- Outstanding 91% and above
- Exceeds Standards 76–90%
- Meets Standards 61–75%
- Below Standard 45–60%
- Poor below 45%
How we keep it fair: selection, scoring and sample
A cross-section, not a census
We benchmark a mix of national and state-based retailers, reflecting the range of experiences households have when they call.
The list grows over time, so a quarter's selection isn't a judgement on who matters in Australian energy.
No retailer can influence its result
Retailers aren't told when we call. Every one is scored the same way and published exactly as measured.
A score can't be bought, adjusted on request, or withdrawn.
One standard for every call
Every call is scored against the ACXPA Contact Centre CX Standards.
The same scorecard is used in every sector, every month.
A consistent sample, by design
This isn't a high-volume audit. We assess a consistent sample of calls to each retailer every month.
Customers judge a retailer on the call they made. A steady monthly sample shows whether that experience holds.
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- Lowest-ranked retailer
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Where to from here?
Two ways to go further
How would your sales line score against ENGIE?
The rankings show a selection of the market. Benchmarking calls your own sales line the same way, and scores it on the same standard.
- Measured on 48+ CX and operational measures
- Compared against five competitors you choose
- A results pack showing where you lead or lag
- A one-hour expert workshop on the findings
$697ex GST for the one-off benchmarking trial.
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Give your whole team the tools to lift performance
ACXPA Business Membership provides multiple member accounts under a single organisation, plus resources built for leaders. The rankings are just one part of it.
- Member accounts for 5, 10, 25, 50 or 100 people
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- Team Leader Coaching Guide and Employee Goal Tracker
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- 60+ tools, all 8 specialist hubs and 50+ hours of live expert access a year
- 25% off live training, and the benchmarking trial for $497
From $497ex GST a year
Other sectors
How do other sectors answer the phone?
The same calls, the same scorecard and the same standard, across every sector we benchmark.
Call Centre RankingsAged CareView rankings →Call Centre RankingsBanksView rankings →Call Centre RankingsCar InsuranceView rankings →Call Centre RankingsCouncilsView rankings →Call Centre RankingsEducationView rankings →Call Centre RankingsInternet RetailersView rankings →Not listed?Want your sector benchmarked?Add your sector →
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