View the Q1 2025 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more! (Coming Soon!)
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 five metrics: Overall CX Ranking: The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery. 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 soft skills, professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies. Calls Answered Percentage: Measures the percentage of calls answered within 10 minutes. Average Wait Times: Tracks the average time customers spend waiting to connect with a live agent, demonstrating the internet retailer'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. 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 seeking a new internet service. 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. The Australian Contact Centre Quality Standards—refined over 30 years and 50,000 calls—provide a proven framework for assessing contact centre performance. 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 > Each quarter, we publish updated performance data across five key metrics, along with a free quarterly sector report (below the charts) containing an executive summary with some additional insights. The data below is just a fraction of the comprehensive insights available monthly to our subscribers and members. With the support of our sponsors, we are proud to make this independent industry data accessible to you for free.
Click a Quarterly Internet Sector Report Below to View Visitors and Subscribers will be able to view the latest report only - Members have access to all historical reports. View the Q4 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more! View the Q3 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more! View the Q2 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more! View the Q1 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more! The data on this page and our free quarterly reports provide 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. 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! View Call Centre Rankings for other Industry Sectors:
How We Conduct Mystery Shopping Calls to Australian Internet Retailers
Australian Contact Centre Quality Standards
Why These Standards Matter
The Latest Quarterly Australian Internet Retailers Call Centre Rankings
Overall CX - Call Centre LeaderboardInternet Retailers - Q4 2024The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.1st:TPG INTERNET70.9%2nd:IINET70.3%3rd:AUSSIE BROADBAND68.6%Lowest:TELSTRA INTERNET43.7%Internet Retailers Average59.5%Call Centre Industry Average55.5%
Accessibility - Call Centre LeaderboardInternet Retailers - Q4 2024Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options.1st:IINET93.1%2nd:AUSSIE BROADBAND92.3%3rd:TPG INTERNET89.8%Lowest:TELSTRA INTERNET43.8%Internet Retailers Average81.2%Call Centre Industry Average71.2%
Agent Mastery - Call Centre LeaderboardInternet Retailers - Q4 2024Assesses the soft skills, professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies.1st:TPG INTERNET62.8%2nd:IINET60.6%3rd:AUSSIE BROADBAND58.4%Lowest:DODO INTERNET36.2%Internet Retailers Average52.6%Call Centre Industry Average51.5%
Average Wait Times - Call Centre LeaderboardInternet Retailers - Q4 2024Tracks the average time customers spend waiting to connect with a live agent, (once in the queue) demonstrating the organisation’s responsiveness.1st:DODO INTERNET00:022nd:TPG INTERNET00:163rd:AUSSIE BROADBAND00:21Longest:TELSTRA INTERNET03:43Internet Retailers Average01:00Call Centre Industry Average01:25
Retail Internet Sector Quarterly Trends - Key MetricsQuarterly performance of the internet sector across three key metrics, each underpinned by over 80 detailed measures.
Internet Sector Accessibility Metrics - Quarterly TrendsForced 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.
Internet Retailers Q4 2024
Internet Retailers Q3 2024
Internet Retailers Q2 2024
Internet Retailers Q1 2024
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