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2026 Australian Internet Retailer Call Centre Rankings
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.
Your Access to the Current Internet Retailer & ISP Sector Results
, as an ACXPA Subscriber, you have access to the
current Quarterly Internet Retailer & ISP Sector Report — including the Executive Summary, Overall CX Leaderboard and Contact Centre CX Quadrant, revealing how providers 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 internet retailers and ISPs.
For insights into the performance of your own contact centre, explore our
Internet Retailer & ISP 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 internet retailers and ISPs performed on Accessibility and Agent Mastery.
Plus, you’ve unlocked access to exclusive internet retailer and ISP sector benchmarking data:
Exclusive Internet Retailer & ISP Sector Data – members-only trends and benchmarking insights.
Current Industry Leaderboards – tracking dozens of CX metrics monthly.
Lifetime Leaderboards – track ISP and internet 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 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.
Why We Selected These Internet Retailers to Benchmark
We chose a combination of major and smaller internet service providers that represent the customer journey Australians experience when comparing plans, connecting new services, or switching NBN providers — prioritising brands that households and small businesses regularly encounter during the decision-making process.
These providers weren't selected because they sponsored the research (they didn't). We included them to ensure the benchmarking reflects genuine customer touchpoints across well-known names — providing the industry with reliable, independent insight into where service excellence exists and where challenges emerge.
Each interaction is measured using the Australian Contact Centre CX Standards — a national framework evaluating both Agent Mastery (how effectively agents Engage, Discover, Educate, Close and create Impact) and Accessibility (how quickly and easily customers connect with a real person). This delivers consistent, unbiased measurement across all providers.
We deliberately keep sample sizes modest because customer decisions stem from individual experiences, not aggregated statistics. Our methodology pinpoints recurring performance trends — the patterns that emerge as clearly in 5 interactions as they would in 50 — and provides practical guidance that contact centres can implement straight away.
To preserve independence, we self-fund this public benchmarking program. For internet providers wanting comprehensive analysis, our Internet / ISP Benchmarking Services deliver confidential performance insights, peer benchmarking, and focused recommendations to enhance service delivery, conversion efficiency, and customer satisfaction.
Current Internet Retail Sector Leaderboards
Which ISPs 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 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.
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 aged care 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 aged care sector.
🏆 OVERALL CX - Leaderboard
Australian Internet Retailers - Q1 2026The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.
Australian Internet Retailers - Q1 2026The average wait time to connect with a live agent to discuss a new interent plan enquiry (measured from the start of being placed into the queue).
Australian Internet Retailer & ISP Call Centre Trends
How Australian Internet Retailers & ISPs are Tracking Across Key Call Centre CX Metrics
The chart below summarises how Australian internet retailers and ISPs 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 providers, national benchmarks, and quarterly comparisons across dozens of underlying metrics. Members also gain visibility into results for three randomly selected providers 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 Internet Retailer & ISP Benchmarking Services — providing a complete diagnostic of your customer experience, accessibility, and agent capability.
Australian Internet Service Providers - Key Metric Trends
Quarterly performance of the internet sector across three key 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 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.
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 ISP Business for Just $697
Get a complete diagnostic of your contact centre’s customer experience — not just a single ranking. Our Internet Retailer & ISP Benchmarking Trial independently measures your performance across 80+ CX and operational metrics, comparing your results against five nominated competitors and national 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 with your team to interpret the findings and identify practical improvement opportunities to improve your sales and customer service delivery.
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.
Public Quarterly Reports - Internet Service Providers
Visitor
Inside the Public Quarterly Internet Retailer & ISP Reports
We publicly release independent insights each quarter on how a selection of Australia’s internet retailers and ISPs perform across
customer experience, accessibility and agent quality during first-contact enquiries from customers looking to join, switch, or resolve connection issues.
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 internet retailer & ISP sector reports
Current month and rolling 3 & 6-month leaderboards with downloadable data
Results for 3 randomly selected internet retailers or ISPs across 23 metrics
Internet Retailers / ISP Sector Report (current quarter)
Executive summary, Overall CX Leaderboard, Contact Centre CX Quadrant showing how selected internet providers balanced accessibility and agent skill.
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Access the last 4 Quarterly Internet / ISP Sector Reports
Quarter-over-quarter trends across the past year for major internet retailers and ISPs.
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Members-Only Internet Benchmarking Hub
Current month, rolling 3 & 6-month leaderboards, downloadable data sheets and more — all in one place.
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Individual Internet Retailer / ISP Results
24 metrics for 3 randomly selected ISPs or internet retailers each month and quarter.
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Lowest and Highest-Ranked Internet Retailers / ISPs across 15 metrics
View the breadth of performance between the best and worst ISPs 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 internet and telco sectors.
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Sector Comparison Trends (5 metrics)
Quarterly comparisons across sectors including ISPs, telco, and energy.
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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 internet retail sector.
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Enhanced Sector Comparison Trends (13 metrics)
Deeper comparisons over a wider metric set for internet retailers and ISPs vs other sectors.
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Downloadable Data Sheets (PDF)
Monthly & quarterly PDF downloads containing benchmarking data for internet and ISP providers.
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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 Internet Benchmarking Service
Save 10% on our contact centre mystery shopping & benchmarking programs for ISPs and online 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.
Coming Soon! The Q2 2026 Australian Call Centre Rankings for ISPs will be published late July, revealing contact centre performance including average wait times, customer service quality, call answer percentage and lots more!
Current Report! The Q1 2026 Australian Call Centre Rankings for ISPs reveals contact centre performance including average wait times, customer service quality, call answer percentage and more.
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q4 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q3 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q2 2025 including average wait times, customer service quality, call answer percentage and lots more!
, Your Quarterly Internet Sector Insights Await
As an ACXPA Subscriber, you can access the current Quarterly Internet Retailer Report — including the Executive Summary, Overall CX Leaderboard and the Contact Centre CX Quadrant assessing how providers manage new connection and plan switch enquiries across accessibility and service quality.
You also have access to additional industry-wide results and comparisons via the Subscriber Call Centre Rankings Dashboard, providing CX visibility across the energy, banking, telco and education 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 internet retailers.
Thinking of Upgrading? Compare Subscriber vs Membership Benefits
Subscriber (Free)
Member (Paid)
Internet Retailers / ISPs Sector Data
Read the current quarterly report including the Executive Summary & Contact Centre CX Quadrant
High-level summary of the sector’s performance including the Overall CX leaderboard and sector trends
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Access Last 4 Quarterly Internet Retailers / ISPs Sector Reports
Quarter-over-quarter sector trends for internet retailers and service providers.
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Exclusive Members-Only Internet Retailers / ISPs Benchmarking Hub
Current month, rolling 3 & 6 month leaderboards, downloadable data sheets and more - all in one place.
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View Individual Internet Retailer / ISP Results
Compare results for 3 randomly selected ISPs 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 internet retailers across 15 key metrics.
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▶ See What Else You’re Missing (click to expand)
In addition to the Internet Retailers / ISPs 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 internet and telco 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! The Q2 2026 Australian Call Centre Rankings for ISPs will be published late July, revealing contact centre performance including average wait times, customer service quality, call answer percentage and lots more!
Current Report! The Q1 2026 Australian Call Centre Rankings for ISPs reveals contact centre performance including average wait times, customer service quality, call answer percentage and more.
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q4 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q3 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q2 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 showing how internet retailers balance accessibility and agent skill in handling connection and plan enquiries. For deeper, member-exclusive insights — including current month data, rolling trends, and detailed provider performance — visit your Internet Retailer Rankings Dashboard.
Coming Soon! The Q2 2026 Australian Call Centre Rankings for ISPs will be published late July, revealing contact centre performance including average wait times, customer service quality, call answer percentage and lots more!
Current Report! The Q1 2026 Australian Call Centre Rankings for ISPs reveals contact centre performance including average wait times, customer service quality, call answer percentage and more.
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q4 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q3 2025 including average wait times, customer service quality, call answer percentage and lots more!
Members Only! We reveal the leading Internet Service Providers call centre rankings for Q2 2025 including average wait times, customer service quality, call answer percentage and lots more!
Looking for Full Access to the Internet Sector Reports?
You're currently logged in under a Business Membership, which doesn’t include full access to the Internet Sector Reports.
To explore all current and historical quarterly reports – including ISP rankings, sector trends, and detailed performance insights – you’ll need to log in with an Individual Membership.
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