Every big movement starts with a first step.
Ours began with the courage to publish a set of national standards that define what “best” looks like — the Contact Centre CX Standards. Built on decades of frontline experience, they cover over 80 metrics applicable to any sized contact centre across any industry sector, focused on the true drivers of customer satisfaction.
To launch the education sector rankings in 2023, we selected a diverse group of education providers — a mix of universities, TAFEs, and private colleges — providing a realistic snapshot of how Australian education CX is performing today. Importantly, every result is based on independent evaluation — not marketing budgets, awards based on surveys, or polished PR spin.
With the foundations in place, we wanted to make it possible for more organisations to access real insights and contribute to raising industry standards.
That’s why we created affordable benchmarking programs — helping you gain trusted, independent insights into your performance, identify real opportunities to improve, and strengthen your position as a customer experience leader.
By participating, you also help raise the standards for the entire industry — building a better future for everyone.
