Understanding the Contact Centre CX Across Australian Industries
How do customer experiences vary across sectors – and what does that say about industry performance?
Below, you’ll find independent benchmarking results across five key metrics from the Australian Contact Centre CX Standards, drawn from real interactions with Australian contact centres. While direct comparisons between sectors have their limits – after all, a query about a Council bin collection is very different from applying for a home loan or seeking a new car insurance policy – these insights shine a light on how easy (or difficult) it is for customers to get help across a range of industries.
It’s not about picking winners – it’s about understanding the different journeys customers take when seeking help, and where the friction lies. For example, you might notice that calls for a new internet connection are answered promptly, while calls to a bank about a mortgage are much harder to navigate. It’s these differences that help highlight best practices, common gaps, and opportunities to improve.
Whether you’re benchmarking your own centre, comparing industry norms, or just curious about how things stack up – this section gives you the data to explore it all.
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