Coming Soon! View the Q1 2025 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Data accurate as of April 2025
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First impressions matter — especially when customers are shopping for a new internet provider. These quarterly rankings reveal how well Australia’s leading ISPs handle critical sales enquiries like switching providers, setting up a new service, or getting connected in a new home.
The results are based on real mystery shopping calls — no scripts, no notice, no second chances — just genuine customer enquiries measured against our national CX Standards. The goal? To highlight which providers are winning new customers with responsive, human-centred service — and which ones are leaving them on hold.
This work is part of our broader mission at ACXPA to improve customer experience standards across Australia. By providing clear, independent insights into real-world performance, we help the industry understand where things stand today — and how to lift results tomorrow.
All calls are assessed using the Australian Contact Centre CX Standards — ACXPA’s national framework for measuring accessibility and agent service quality. For ISPs seeking deeper insight, our Internet Retail CX Benchmarking Service provides over 80 performance metrics to track results, identify opportunities, and compare against competitors.
Public rankings are updated quarterly, but ACXPA Members unlock monthly leaderboards, performance trends, and deeper insight into what’s really driving customer acquisition and experience.
Our Australian-based mystery shoppers replicate real customer experiences — not scripted scenarios. Each call is placed randomly across different days and times, using genuine enquiries such as setting up new broadband, switching providers, or connecting internet in a new home.
We don’t measure theory — we measure reality. Prospective customers don’t care about averages or internal KPIs — they care about their experience. That single moment shapes whether they sign up, switch, or walk away — and that’s exactly what we assess.
All results reflect new customer enquiries — made without an account number, service ID, or existing relationship with the provider. This ensures we benchmark the same public experience any new customer would receive.
Note: Technical support, billing queries, and existing account calls are handled by separate teams and fall outside the scope of these rankings.
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 across the retail internet sector.
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 ISPs – recognising those delivering strong first impressions during high-value sales interactions – as well as those lagging behind.
Data accurate as of April 2025
Data accurate as of April 2025
The chart below highlights the quarterly performance of the retail internet 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 ISPs are improving accessibility and customer engagement, and where friction points may still be affecting prospective customers during critical sales interactions.
More insights are available in the Retail Internet Sector Quarterly Reports, including expert commentary, top performers across all five core metrics, and deeper analysis by metric and trend.
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 ISPs are delivering end-to-end service during critical 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 staff greet, listen, explain plan options, and support new connection enquiries – as well as empathy and clarity. It’s a direct measure of agent capability at critical moments of customer decision-making.
Learn more about the Australian Contact Centre CX Standards that power these assessments.