View the Q3 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Each month, we conduct mystery shopping calls at a cross-section of Australian Internet Retailers to provide Voice of the Customer (VoC) insights into the genuine experience customers receive when trying to connect to a live customer service employee at an Australian Internet Retailer.
Call Centre Wait Times for Australian Internet Retailers, the quality of customer service provided by the Australian Internet Retailers, hold times, the number of menu options and more are all assessed using the Australian Contact Centre Quality Standards, which contain over 80 different individual performance elements.
Each quarter, we publicly report on four key metrics:
Accessibility Ranking: Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options.
Agent Mastery Ranking: Assesses the professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies.
Overall CX Ranking: The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Average Wait Times: Tracks the average time customers spend waiting to connect with a live agent, demonstrating the organisation’s responsiveness.
This combination provides powerful, independent insights into the call centre customer performance of Australian Internet Retailers, enabling us to ensure we provide the industry resources, skills, and insights where it matters most to help Australian Internet Retailers improve the experiences for the customer and their customers.
How the Mystery Shopping Calls are made to Australian Internet Retailers
Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general internet enquiries typically related to new internet plans/switching providers.
Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer.
Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.
As we need to remain anonymous, the published results typically reflect the experience for new customer enquiries.
Existing customers with billing enquiries, technical enquiries/faults, etc, may have a different experience, as they are typically handled by different teams and/or treated with different priorities.
Australian Contact Centre Quality Standards
The Australian Contact Centre Quality Standards—refined over 30 years and 50,000 calls—provide a proven framework for assessing contact centre performance.
Why These Standards Matter
- Actionable Guidance: Practical criteria for delivering exceptional customer experiences, tailored for any contact centre.
- Proven Results: Higher satisfaction, increased sales, improved NPS, enhanced CES, and reduced AHT.
- Comprehensive Insights: Over 80 performance metrics to identify strengths and improvement opportunities.
This robust framework helps Australian internet retailers deliver outstanding customer experiences and achieve measurable business success.
Learn more about evaluating your internet business against the standards >
The Latest Australian Internet Retailers Call Centre Rankings
Each quarter, we publish updated performance data across four key metrics, along with a free quarterly sector report (below the charts) containing an executive summary with some additional insights.
This is just a fraction of the comprehensive insights available monthly to our subscribers and members.
Overall CX Leaderboard
Internet Retailers - Q4 2024
1st:TPG Internet70.9%
2nd:iiNET70.3%
3rd:Aussie Broadband68.6%
Lowest:Telstra Internet43.7%
Internet Retailers Average59.5%
Call Centre Industry Average55.8%
Accessibility Leaderboard
Internet Retailers - Q4 2024
1st:iiNET93.1%
2nd:Aussie Broadband92.3%
3rd:TPG Internet89.8%
Lowest:Telstra Internet43.8%
Internet Retailers Average81.2%
Call Centre Industry Average69.2%
Agent Mastery Leaderboard
Internet Retailers - Q4 2024
1st:TPG Internet62.8%
2nd:iiNET60.6%
3rd:Aussie Broadband58.4%
Lowest:Dodo Internet36.2%
Internet Retailers Average52.6%
Call Centre Industry Average51.3%
Wait Time Leaderboard
Internet Retailers - Q4 2024
1st:Dodo Internet00:02
2nd:TPG Internet00:16
3rd:Aussie Broadband00:21
Longest:Telstra Internet03:43
Internet Retailers Average01:00
Call Centre Industry Average01:21
With the support of our sponsors, we are proud to make this independent industry data accessible to you for free.
Want to know how your internet business compares?
Discover how your retail internet call centre compares with your competitors across over 80 metrics, enabling you to pinpoint strengths and opportunities for improvement.
Learn More About the Internet Retailers CX Benchmarking Services ➡️
Internet Sector Quarterly Trends - Key Metrics
Quarterly performance of the internet sector across three key metrics, each underpinned by over 80 detailed measures.
Internet Sector Accessibility - Quarterly Trends (Key Metrics)
Forced Message Time refers to the duration customers are required to listen to recorded messages in the menu, such as disclaimers. Total Menu Time is the combined time customers spend navigating and listening to all menu options before being placed in the queue. Wait Time measures the average duration from when customers are placed in the queue to when a live agent answers.
Click a Quarterly Internet Sector Report Below to View
Internet Retailers Q2 2024
View the Q2 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Internet Retailers Q1 2024
View the Q1 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Ready to Drive Growth and Outperform Your Competitors?
The data on this page and our free quarterly reports provides a small snapshot of the internet sector data available on our website.
Subscribers enjoy access to even more valuable internet sector insights, with members unlocking the most comprehensive data and exclusive reports.
But for organisations seeking to deliver industry best practices, the Internet Retailers CX Benchmarking Service is a must-have solution.
What You’ll Receive:
- Detailed Performance Metrics: Access over 80 key metrics, including accessibility, agent mastery, and more.
- Competitive Benchmarking: Compare your internet business against five nominated competitors each month.
- Trend Analysis: Track quarterly and annual trends to identify areas for improvement and celebrate success.
Exclusive Member Benefits
All ACXPA Members receive a 10% discount on the Internet Retailers CX Benchmarking Service.
ACXPA Business Members enjoy even more value with a $200 discount on our introductory benchmarking report—a trial version designed to provide powerful insights with smaller call samples (2 calls per competitor instead of 6).
This is the perfect way to experience the benefits of benchmarking before committing to the full service.
Go beyond surface-level data—equip your team with the tools and intelligence to deliver efficient and effective customer experiences that drive new business today!
Select an Industry Sector to View the Latest Contact Centre Benchmarking Data
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