#1
73.8%
Meets Standards
Up from second to first
Independent mystery shopping · Updated quarterly
Australian Internet Providers Call Centre Rankings
Which internet and NBN providers win the customer on the phone?
Internet plans are close to interchangeable: similar speeds, prices and networks. The phone call is often the only way to tell providers apart.
Every month, our mystery shoppers call Australia's internet service providers (ISPs) as customers connecting a new service or comparing plans. Nobody is told when we're calling.
Real calls, not surveysScored on 48+ measuresPublished quarterly
Leaderboard · Q3 2026
Who gives internet customers the best call?
Ranked on Overall CX, which combines how easily callers get through with how well the conversation goes.
2nd
72.3%
Meets Standards
Its best-ever Overall CX, up from fifth to second
Accessibility92.8%
Agent Mastery63.5%
3rd
68.1%
Meets Standards
A second consecutive gain
Accessibility83.9%
Agent Mastery61.3%
●●.●%
Lowest-ranked provider
Who finished last this quarter?
Free subscribers see the lowest-ranked provider, plus the weakest result on every measure in the report.
Where the leaders sit on the Contact Centre CX Standards
Every score falls into one of five bands. The internet average sits in Meets Standards, above the all-industry average.
Poor · below 45%Below StandardMeetsExceedsOutstanding68.1%72.3%73.8%Internet average 67.2%All-industry 59.0%
68.1%72.3%73.8%Internet average 67.2%All-industry 59.0%Q3 2026 is the average of July, August and September. Shows a selection of the internet providers we benchmark, not every provider in the sector.
Contact Centre CX Quadrant
Easy to reach, or good on the call? The best are both.
The quadrant plots how easily a caller reaches a person (up) against how well the conversation is handled (across). The Best Practice corner needs 80% or more on both.
| Overall CX | |
| Accessibility | |
| Agent Mastery |
Hover over or tap a number, or a row in the list, to see the scores.
Top three
- 173.8%
Access 95.1% · Mastery 64.6%
- 272.3%
Access 92.8% · Mastery 63.5%
- 368.1%
Access 83.9% · Mastery 61.3%
Lowest three
- 4Free with a subscription
- 5Free with a subscription
- 6Free with a subscription
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Want the full story behind the Q3 2026 results?
The full report goes provider by provider through what moved, and why.
- A scorecard of every headline measure
- Provider-by-provider stories
- Where callers are lost, minute by minute
- How the sector compares with every other sector we benchmark
Coming soon
Q4 2026 report
October to December results are being assessed now.
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Q2 2026, Q1 2026 and Q4 2025 reports
Past quarterly reports are included with membership.
Against every sector we benchmark
Internet ranks 1st of the 7 sectors we benchmark
Internet67.2%
Energy61.1%
Car Insurance61.0%
Councils60.2%
Education56.4%
Aged Care56.4%
Banks52.3%
All-industry 59.0%
The easiest sector to get through to
Internet ranked first for a seventh consecutive quarter, 8.2 points above the all-industry average of 59.0%.
It has the highest Accessibility of any sector, and callers reached a person faster than in any other sector.
Compare all sectors →Where callers are lost
How long does it take an internet customer to reach a person?
Phone menu, recorded messages and the queue, from the moment the call connects.
FastestiiNet
0:31
Sector averageInternet providers
1:03
Slowest
Phone menuRecorded messagesWaiting for an agent
Includes calls that weren't answered, which count up to the ten-minute limit. Each part is averaged separately, so totals can differ by a second.
0:22Average wait in the queue, the biggest part of the journey
100.0%of calls answered within ten minutes, ▲ 5.6 pts on Q2
2.0phone menu layers on average before reaching the queue
How we measure
No surveys. No spin. Just real calls.
Our Australian-based mystery shoppers call as genuine new customers: connecting a new service, or comparing plans before they switch.
Calls are placed on different days and at different times, without an account number, so we measure what any member of the public gets.
Technical support, faults and existing-account calls go to different teams, so they sit outside these rankings.
How a mystery-shop call works
Five moments we measure on every call
- 1
We call
A mystery shopper calls as a customer comparing plans, on a random day and time.
- 2
The phone menu
We time the menu and recorded messages, and count the layers before the queue.
- 3
The queue
We time the wait until a real person answers, up to a ten-minute limit.
- 4
The conversation
The agent is scored on Engage, Discover, Educate, Close and Impact.
- 5
The score
Every call is rated against the Contact Centre CX Standards, then averaged each quarter.
Measure 1
Accessibility
How easily a caller reaches a real person: the phone menu, how clear the options are, the wait, and whether the call is answered at all.
Measure 2
Agent Mastery
How well the conversation is handled once someone answers, across five competencies: Engage, Discover, Educate, Close and Impact.
The headline score
Overall CX
Both measures combined, with penalties when a call breaks down badly, so a serious failure can't be averaged away.
30% Access70% Agent Mastery
The five bands
- Outstanding 91% and above
- Exceeds Standards 76–90%
- Meets Standards 61–75%
- Below Standard 45–60%
- Poor below 45%
How we keep it fair: selection, scoring and sample
A cross-section, not a census
We benchmark a mix of national NBN resellers and smaller challenger providers, reflecting the range of experiences customers have when they call.
The list grows over time, so a quarter's selection isn't a judgement on who matters in Australian internet.
No provider can influence its result
Providers aren't told when we call. Every one is scored the same way and published exactly as measured.
A score can't be bought, adjusted on request, or withdrawn.
One standard for every call
Every call is scored against the ACXPA Contact Centre CX Standards.
The same scorecard is used in every sector, every month.
A consistent sample, by design
This isn't a high-volume audit. We assess a consistent sample of calls to each provider every month.
Customers judge a provider on the call they made. A steady monthly sample shows whether that experience holds.
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- Lowest-ranked provider
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Where to from here?
Two ways to go further
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Other sectors
How do other sectors answer the phone?
The same calls, the same scorecard and the same standard, across every sector we benchmark.
Call Centre RankingsAged CareView rankings →Call Centre RankingsBanksView rankings →Call Centre RankingsCar InsuranceView rankings →Call Centre RankingsCouncilsView rankings →Call Centre RankingsEducationView rankings →Call Centre RankingsEnergy RetailersView rankings →Not listed?Want your sector benchmarked?Add your sector →
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