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2026 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.
Your Access to the Current Energy Retailer Sector Results
, as an ACXPA Subscriber, you have access to the
current Quarterly Energy Retailer Sector Report — including the Executive Summary, Overall CX Leaderboard and Contact Centre CX Quadrant, revealing how energy retailers handle customer enquiries across accessibility and agent mastery.
You can also explore broader cross-industry insights through your
Subscriber Call Centre Rankings Dashboard, providing a snapshot of CX performance and accessibility trends across multiple sectors.
To dive deeper, upgrade to Full Membership and unlock access to the past four quarters of reports, plus monthly and rolling leaderboards, downloadable data, and detailed results for multiple energy retailers.
For insights into the performance of your own contact centre, explore our
Energy Retailer Benchmarking Services to identify strengths, opportunities, and practical improvement pathways.
, as a member, the public Quarterly Sector Reports are available at the bottom of the page — including the executive summary for the quarter, Overall CX leaderboard, sector trends on key metrics, and the Contact Centre CX Quadrant showing how different energy retailers performed on Accessibility and Agent Mastery.
Plus, you’ve unlocked access to exclusive energy sector benchmarking data:
Exclusive Energy Sector Data – members-only trends and benchmarking insights.
Current Industry Leaderboards – tracking dozens of CX metrics monthly.
Lifetime Leaderboards – track energy retailer CX performance over time.
Sector Comparison Data – benchmark your performance against other industries using our national CX standards.
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.
How We Select the Energy Retailers We Benchmark
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.
Current Energy Retail Sector Leaderboards
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 to see when new results drop?
The Executive Summary, Overall CX Leaderboard, and Contact Centre CX Quadrant for the current quarter are available to everyone.
To be notified when new energy sector results are published, make sure you’re subscribed for alerts.
Subscribe for free to receive quarterly email updates as soon as new sector reports are released.
For complete access, ACXPA Members can view all previous quarterly reports, monthly and rolling leaderboards, downloadable data, and advanced benchmarking tools — helping you compare and improve CX performance across the energy sector.
🏆 OVERALL CX - Leaderboard
Australian Energy Retailers - Q122026The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Australian Energy Retailers - Q122026The 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).
How Australian Energy Retailers are Tracking Across Key Call Centre CX Metrics
The chart below summarises how Australian energy retailers are performing each quarter across three headline CX metrics – Overall CX, Accessibility, and Agent Mastery. Each of these headline measures is underpinned by more than 80 individual service and experience metrics assessed through real-world mystery shopping calls.
While this chart captures the top-level trends, Subscribers and Members can access the data behind these results — including detailed sector averages across all major retailers, national benchmarks, and quarterly comparisons across dozens of underlying metrics. Members also gain visibility into results for three randomly selected energy retailers each month, along with insights into the highest and lowest performers across 15 key metrics.
For contact centres wanting to see their own detailed performance across all 80+ CX and operational metrics, this data is available through our Energy Retailer Benchmarking Services — providing a complete diagnostic of your customer experience, accessibility, and agent capability.
Retail Energy Sector - Key Metric Trends
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.
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.
Special Offer: Benchmark Your Energy Contact Centre for Just $697
Get a complete diagnostic of your contact centre’s customer experience — not just a single ranking. Our Energy Retailer Benchmarking Trial independently measures your performance across 85 CX and operational metrics, comparing your results against five nominated competitors and national energy sector averages.
You’ll receive a detailed results pack showing where your centre leads or lags the sector, along with a one-hour expert workshop to interpret the findings and identify practical improvement opportunities in accessibility, empathy, and service consistency.
It’s the easiest, lowest-cost way to see how your organisation truly performs — and what’s needed to reach the top of the rankings.
Inside the Public Quarterly Energy Retailer Reports
We publicly release independent insights each quarter on how a selection of Australia’s energy retailers perform across
customer experience, accessibility and agent quality during first-contact enquiries from customers looking to connect, switch, or change their plan.
What you can view today
Executive Summary for the latest quarter
Overall CX Leaderboard for the current quarter
Contact Centre CX Quadrant showing accessibility vs agent mastery
Unlock with an upgrade
Past four quarters of energy sector reports
Current month and rolling 3 & 6-month leaderboards with downloadable data
Results for 3 randomly selected energy retailers across 23 metrics
Energy Retailers Sector Report (current quarter)
Executive Summary, Overall CX Leaderboard, Contact Centre CX Quadrant showing how selected energy retailers balanced accessibility and agent skill.
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Access the last 4 Quarterly Energy Sector Reports
Quarter-over-quarter trends across the past year for energy retailers.
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Members-Only Energy Benchmarking Hub
Current month, rolling 3 & 6-month leaderboards, downloadable data sheets and more — all in one place.
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Individual Energy Retailer Results
24 metrics for 3 randomly selected energy retailers each month and quarter.
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Lowest and Highest-Ranked Energy Retailers across 15 metrics
View the breadth of performance between the best and worst energy retailers across 15 metrics.
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National Call Centre Rankings Access
Current Quarter Industry Leaders (5 metrics)
Top performers nationally for the quarter across 5 key metrics.
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Annual Industry Trends (15 metrics)
Year-on-year shifts across the industry.
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Sector Comparison Trends (5 metrics)
Quarterly comparisons across sectors.
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Top Performers (15 metrics)
Leaderboards for current month, plus rolling 3 & 6 months.
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Month-to-Month Industry Trends (15 metrics)
Month-by-month trend tracking across the industry.
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Enhanced Sector Comparison Trends (13 metrics)
Deeper comparisons over a wider metric set.
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Downloadable Data Sheets (PDF)
Monthly & quarterly PDF downloads containing industry benchmarking data.
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Lifetime Industry Leaderboards (6 metrics)
All-time best results since benchmarking began.
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Additional ACXPA Member Benefits
Access exclusive discounts on our Energy Benchmarking Service
Save 10% on our contact centre mystery shopping & benchmarking programs for energy retailers.
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Access Australia’s Most Comprehensive Contact Centre Resources
Templates, calculators, training videos and expert guides.
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Discounts to Events & Live Training
Exclusive offers on ACXPA events and CX Skills live training.
As an ACXPA Subscriber, you can access the current Quarterly Energy Sector Report — featuring the Executive Summary, Overall CX Leaderboard and the Contact Centre CX Quadrant showing how retailers manage new customer and plan enquiries across accessibility and agent performance.
You also have access to additional industry-wide results and comparisons via the Subscriber Call Centre Rankings Dashboard, providing visibility into CX and accessibility performance across all major sectors.
To go deeper, upgrade to Full Membership — unlocking the last 4 quarters of reports, plus monthly and rolling leaderboards, downloadable data, and detailed results for multiple energy retailers.
Thinking of Upgrading? Compare Subscriber vs Membership Benefits
Subscriber (Free)
Member (Paid)
Energy Retailers Sector Data
Read the current quarterly report including the Executive Summary & Contact Centre CX Quadrant
High-level summary of the sectors performance including the Overall CX leaderboard and sector trends
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Access Last 4 Quarterly Energy Retailers Sector Reports
Quarter-over-quarter sector trends for energy retailers.
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Exclusive Members-Only Energy Retailers Benchmarking Hub
Current month, rolling 3 & 6 month leaderboards, downloadable data sheets and more - all in one place.
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View Individual Energy Retailer Results
Compare results for 3 randomly selected energy retailers across 24 metrics, plus sector results across 48 metrics in monthly and quarterly downloadable data sheets.
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View Performance Spreads across 15 metrics
Top and bottom ranked energy retailers across 15 key metrics.
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▶ See What Else You’re Missing (click to expand)
In addition to the Energy Retailers sector-specific data above, you can also unlock the following national insights:
National Rankings Access
Current Quarter Industry Leaders (5 Metrics)
View the top performers nationally for the current quarter across 5 key metrics.
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Monthly Industry Trends (15 metrics)
See how the contact centre industry results are trending month to month.
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Sector Comparison Trends (5 metrics)
Compare the energy sector performance against other industries.
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Month-to-Month Industry Trends (15 metrics)
Track shifts in metrics month to month across the industry.
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Top Industry Performers (15 metrics)
Current month, and rolling 3 & 6 month leaderboards across the industry.
Coming Soon! We reveal the leading energy retailers for Q3 2026 including average wait times, customer service quality, call answer percentage and lots more!
Current Report! We reveal the leading energy retailers for Q2 2026 including average wait times, customer service quality, call answer percentage and lots more!
Current Report! We reveal the leading energy retailers for Q1 2026 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the top energy retailers for Q4 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the top energy retailers for Q3 2025 including average wait times, customer service quality, call answer percentage and lots more!
, as a member, you can view the past four quarterly public reports below that include an executive summary, Overall CX leaders, and the Contact Centre CX Quadrant highlighting how energy retailers manage new customer and plan enquiries across accessibility and service quality. For deeper, member-exclusive insights — including current month data, rolling trends, and detailed retailer performance — visit your Energy Retailer Rankings Dashboard.
For the ultimate insights into the performance of your own contact centre, explore our Energy Benchmarking Services.
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.
