Not what your dashboard says. Not what your QA team scores — what a real customer gets when they call, email or open a chat, measured independently.
So you know where you’re winning, where you’re quietly losing customers, and exactly how you compare to the businesses chasing the same people.
“Customer service benchmarking” means different things to different people
And that’s fine. Tell us which one sounds like you, and we’ll point you straight to the answer — often for less than you’d think.
Most organisations are grading their own homework
Internal QA scores your own colleagues, against criteria you wrote, on calls you selected. Useful — but it can’t tell you what a real customer thinks, or how you compare to the business competing for that same customer.
Independent benchmarking closes that gap. Within one reporting cycle, you can answer — with evidence:
A number you can act on — not a 60-page PDF
Every engagement rolls up to one clear score, then breaks apart by channel, team and the exact moments of the conversation — so you know precisely where to focus.
One picture of performance, then drill all the way down
Reporting rolls up to a single score, then breaks apart by stage so you can see who needs what.
Sample figures for illustration only. Your report reflects your own scenarios, channels and criteria. Want formal certification against the standard as well? See ACXPA Certified Contact Centre.
Your customers don’t only call you
A great phone team means little if your email queue is a black hole. We assess the channels your customers actually use — scored against the same standard — so you can fix the right thing first.
Email and live chat vary a lot between businesses, so we scope them with you first (see the FAQ below). Need in-person or retail mystery shopping? We focus on remote channels — but the ACXPA Supplier Directory lists providers who specialise in face-to-face.
You do almost none of the work
No implementation project, no software to install, and nothing required from your IT team — just answers you can use.
Tell us the question
What you’re trying to find out, which channels matter, and whether competitors are in scope. We’ll tell you if a cheaper service would answer it.
We design the assessment
Scenarios based on your real enquiry types, the criteria that matter for each channel, and any compliance points you need checked. You approve everything before it runs.
We assess
Calls, emails or chats handled by independent assessors, scored consistently against the same national framework — every time.
You get the report
One clear picture of performance you can act on — then drill all the way down to the exact moments where you win or lose the customer.
Which service will answer your question?
This page is home for full, multi-channel customer service benchmarking. If your question is really about one specific thing, we’ll point you to the lightest service that answers it.
Still not sure? Tell us the question you’re trying to answer and we’ll recommend the best-fit service — even if it’s the cheaper one.
Turn the score into real skill
A benchmark shows you where you stand. Because ACXPA also trains and certifies, you can close the exact gaps the report finds — with courses mapped to the same competencies you’re scored on.
Frontline call, email & chat skills
👥Team leadersCoaching that lifts the whole team
📈ManagersRun the operation to the standard
🤝SalesTurn conversations into conversions
Common questions
You’re not buying a report from a research firm
Most benchmarking providers measure you once and leave. ACXPA is the industry association for contact centre and CX professionals in Australia — so the organisation that scores you also sets the standard, publishes the national rankings, trains your people and supports them long after the report lands. You deal directly with the people who built the framework:
Simon Blair
GM, Quality Insights — leads the ACXPA benchmarking program and co-authored the Contact Centre CX Standards.
Simon has deep experience benchmarking Australian contact centres — personally assessing 50,000+ sales, service and retention calls — plus the training expertise to turn those insights into real skill improvement.
Justin Tippett
CEO, ACXPA — co-author of the Contact Centre CX Standards and one of Australia's most experienced contact centre professionals.
Justin leads ACXPA and the national industry rankings, drawing on decades running and advising contact centres across the country.
Tell us what you’re trying to find out
Send us your question and which channels matter — we’ll come back with the best-fit service and an indicative price (even if it’s the cheaper option). Prefer to talk? Call +61 3 9492 2871.
Find out what your customers really experience.
Whatever “customer service benchmarking” means to you, there’s a way to get the answer — and we’ll point you to the lightest one that does the job.
