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Energy Retailers Q1 2025 Call Centre Rankings

These results reveal how well Australian energy retailers are handling new customer enquiries — based on real mystery shopping calls conducted by trained assessors.

We analyse over 80 individual CX metrics using the Australian Contact Centre CX Standards — providing an independent, consistent and detailed view of service delivery across the sector.

This quarterly snapshot highlights standout performers, identifies friction points, and helps set expectations for what great CX should look like — supported by our Energy Benchmarking Services that assist energy retailers in delivering award-winning contact centres.

🔒 Join ACXPA to access full trend data, quarterly reports, and benchmarking insights for your team.

Explore the Q1 2025 Energy Retailer Results

Use the menu below to view highlights from this quarter’s benchmarking results.

🔒 Full metrics are only available to Subscribers and Members.

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Hi , you’re viewing the Q1 2025 Energy Retailer Rankings

This quarterly report highlights performance trends across Australian energy retailers based on our public benchmarking results for Q1 2025.

As a Subscriber, you have exclusive access to Q1 results across five core CX metrics – insights not available to the general public.

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* Available to ACXPA Individual Members 🔓 Unlock access – View Memberships >

Hi , you’re viewing the Q1 2025 Energy Retailer Rankings

This quarterly report highlights performance trends across Australian energy retailers based on our public benchmarking results for Q1 2025.

As a Member, in addition to the public sections (Executive summary, CX quadrant & key metrics), you’re seeing exclusive Q1 results across five core CX metrics.

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📊 Jump to a Section in This Q1 Report

💡 Want even deeper insights? Jump into your members-only dashboard to see rolling trends, monthly results, PDF downloads and individual energy retailer results. 🔐 Go to the Members-Only Energy Dashboard

📊 Executive Summary – Q1 2025

Executive Summary – Energy Retailers Q1 2025

Introduction

In an industry where switching providers takes minutes and loyalty is paper-thin, the phone experience remains one of the most powerful levers energy retailers can pull — for better or worse. When a single call can win or lose a customer, every second counts, and every interaction matters.

ACXPA’s independent assessment of Australia’s leading energy retailers in Q1 2025 reveals a sector that continues to perform well overall, ranking second out of seven sectors for Customer Experience. Using our national Contact Centre CX Standards, we evaluated over 80 data points across Accessibility, Agent Mastery, and Overall CX — providing a real-world view of what customers experience when they pick up the phone.

ENGIE set new benchmarks with record-breaking results for both CX and wait times, while Energy Australia continued its dominance in agent performance. At the same time, lagging retailers like AGL and Alinta remained stuck at the bottom of the rankings, and the sector saw a slight dip in its overall CX score — proof that progress isn’t guaranteed.

This executive summary highlights who’s excelling, who’s falling behind, and where the greatest opportunities lie for energy retailers looking to stand out in a crowded, high-stakes market.

Top Performers

Best Overall CX Performer – ENGIE (73.4%)
ENGIE returned to the top of the leaderboard with its highest CX score on record, edging out Red Energy (72.7%). It’s the third time in five quarters ENGIE has led the sector.

📈 Top Accessibility Performer – ENGIE (95.7%)
ENGIE also delivered the best Accessibility result ever recorded for Energy Retailers, setting a new benchmark for how quickly and easily customers can reach a live agent.

⭐️ Best Agent Mastery – ENERGY AUSTRALIA (66.4%)
Energy Australia continues to set the standard in quality, leading the sector in Agent Mastery for the fourth time in five quarters with consistently high-performing frontline interactions.

💡 Industry Insight:
Overall CX performance dipped slightly in Q1 2025 (–0.6 pts from Q4 2024 and –0.8 pts from Q1 2024), but Energy Retailers still ranked second among all industry sectors – trailing only Internet Service Providers at 61.1%.

Biggest CX Challenges

📉 Ongoing Performance Struggles
AGL (–4.8 pts) and Alinta (–7.9 pts) were the only two energy retailers to decrease their Overall CX rankings from the previous quarter, with one or the other consistently in last place each quarter since reporting began in Q3 2023, suggesting ongoing challenges in meeting call demand and agent training and coaching.

🧠 Skill Gaps in Agent Mastery
Across the sector, the quality of agent interactions remains well below best practice as measured by the Contact Centre CX Standards. The spread is significant – Q1 2025 saw highs of 73.7% (Energy Australia) and lows of 35.3% (Origin), resulting in a range of experiences for customers shopping around, providing opportunities for energy retailers to stand out in a competitive market.

😡 It’s Tough Getting Through to a Live Agent
While some retailers offer fast, frictionless access with minimal menus, others are forcing prospective customers through up to 4 layers of menu options and over a minute of mandatory messages – creating unnecessary barriers at a critical point of first contact.

🏆 Key Wins

📞 Energy Retailers have maintained a high call answer rate of 99.2%, ensuring minimal new opportunities are wasted.

⏱️ Record-Breaking Wait Time – ENGIE
ENGIE has achieved average wait times of under 3 seconds for the past two consecutive quarters, the leading result of all contact centres measured (equal with Dodo Internet).

📈 Soft Skills are on the Rise
Agent Mastery, which measures the soft skills and behaviours of frontline agents, has improved for four consecutive quarters.

🏆 Energy Retailers Leaderboard – Q1 2025

Recognising Call Centre Excellence in the Energy Sector

Congratulations to the top-performing energy retailers delivering exceptional customer experiences via their call centres in Q1 2025.

These rankings are based on independent mystery shopping assessments, using real customer enquiries to evaluate how effectively providers support Australians looking to switch plans or connect new energy services.

Recognition in these rankings highlights retailers who combine accessibility, clarity, and service excellence to build trust and convert enquiries into customers.

These interactions often represent key acquisition moments where strong first impressions directly impact market share.

Q1 2025 #1 Call Centre Energy Retailers
OVERALL CX LEADERBOARD
Energy Retailers - Q1 2025Australia’s Leading Energy Retailers for Overall CX – combining easy access and agent skill to deliver the best end-to-end experiences.
1st:engie 73.4%
2nd:ACXPA Call Centre Rankings Red Energy Logo 72.7%
3rd:ACXPA Call Centre Rankings Energy Australia Logo 58.4%
Lowest:ACXPA Call Centre Rankings AGL Logo 46.5%

Quarterly Trend
Overall CX
Energy Retailers

Q4 2024
60.1%
Q1 2025
59.3%
Trend
-0.8%

The Overall CX Score is the most important metric in our benchmarking program – a single, weighted score that reflects how easy it is for customers to reach a contact centre and the quality of the experience once connected.

As the defining measure of customer experience, the Overall CX Score blends Accessibility (30%) and Agent Mastery (70%) to reflect both access and impact – with a greater emphasis on the agent’s role in shaping outcomes. Penalties are applied for major breakdowns to ensure a true picture of performance from the customer’s perspective.

Learn more about the Contact Centre CX Standards >

Why We Selected These Energy Retailers to Benchmark
🏆📈 Key Trends – Q1 2025
🎯 Call Centre CX Quadrant – Q1 2025

Call Centre CX Quadrant – Australian Energy Retailers Q1 2025

This Call Centre CX Quadrant illustrates how Australian energy retailers compare in Accessibility (ease of reaching a live agent) and Agent Mastery (quality of customer interactions).

Striking the right balance is no easy feat – some energy retailers offer fast and easy access but fall short in agent skill or engagement, which can undermine the overall experience.

Others may deliver strong agent interactions but frustrate customers with long wait times or difficult IVRs before help is even reached.

The top-right quadrant represents CX best practice – energy retailers that make it both easy to get help and deliver high-quality conversations that convert interest into new connections and lasting customer relationships. 📊⚡️

Contact Centre CX Quadrant Icon Results Icon
Q1 2025 ACXPA Energy Retailers Call Centre Rankings

Want to Unlock More Contact Centre Rankings Insights?

You’re currently viewing a limited version of our quarterly Energy Retailer sector report.

By becoming a Subscriber or ACXPA Member, you’ll unlock access to additional metrics, deeper CX insights, and rolling performance data.

Visitor Subscriber (Free) Member (Paid)
Available Energy Retailer Sector Data
Read the Executive Summary for the Quarterly Energy Retailer Sector Report High-level overview of the quarterly results - updated quarterly and free to access.
View the Top 3 and Lowest-ranked Energy Retailers (5 metrics)* Current Quarter Leaders – Visitors only see one metric (Overall CX). Subscribers and Members see both Top 3 and the lowest-ranked for all 5 key metrics. *
Access the Members-Only Energy Benchmarking Dashboard Explore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members.
View Individual Energy Retailer Results in Monthly & Quarterly PDF Reports 24 metrics for 3 real retailers plus sector benchmarks.
High/Low Leaderboards (12 metrics) See highest and lowest Energy Retailer sector scores updated quarterly for 12 metrics.
Access Last 4 Quarterly Energy Retailer Sector Reports Track sector performance over time.
▶ See What Else You’re Missing (click to expand)
In addition to the sector-specific data above, you can also unlock the following national insights:
National Call Centre Rankings Access
View Current Quarter Industry Leaders (5 metrics)Top performers across CX, accessibility, and more.
Annual Industry Trends (15 metrics)See how the industry is shifting year to year.
Sector Comparison Trends (5 metrics)Compare sectors quarterly on core CX metrics.
Top Performers (15 metrics)View Leaderboards for the current month, plus rolling 3 & 6 months for powerful real-time insights.
Month-to-Month Industry Trends (15 metrics)Identify shifts and patterns across the industry on a monthly basis.
Enhanced Sector Comparison Trends (13 metrics)Deeper sector insights with longer-range comparisons.
Downloadable Industry Reports (PDF)Monthly & Quarterly PDF downloads to explore more data offline.
Lifetime Industry Leaderboards (6 metrics)See long-term top performers in core areas.
Additional ACXPA Member Benefits
Access exclusive discounts on our Energy Retailer Benchmarking Service Save 10% on our contact centre mystery shopping & benchmarking programs.
Access Australia’s Most Comprehensive Contact Centre ResourcesTemplates, calculators, training videos and expert guides.
Discounts to Events & Live TrainingExclusive offers for members on events and courses.
Ready for full access?

🔐 More In-Depth Results Below for ACXPA Members

, you’re about to see additional insights across an additional four metrics — and don't forget you have access to the full Members-Only Energy Dashboard for deeper analysis and monthly trends.

💡 More Exclusive Insights Ahead for ACXPA Subscribers

, the next section unlocks an additional four metrics — giving you a sharper view of how energy retailers are performing. Don't forget, you also have access to additional national and sector comparison data via your Subscribers Dashboard.

Accessibility

Our Accessibility metric assesses how easily customers can reach a live human agent through a contact centre — quickly, clearly, and without frustration.

It measures the entire access journey for energy customers — from finding the phone number to navigating the IVR, listening to pre-call messages, waiting in the queue, and finally connecting with an agent.

For energy retailers, these calls often represent new customer acquisition opportunities, so making the path to a human simple and efficient is critical.

This metric tracks how energy retailers are performing in terms of ease of access and where unnecessary barriers may still be creating friction.

Q1 2025 #1 Most Accessible Call Centre - Energy Retailers
ACCESSIBILITY LEADERBOARD
Energy Retailers - Q1 2025Australia’s Easiest Energy Retailers to Access – ranked for fast, seamless access to a real live person with the least amount of effort.
1st:ENGIE95.7%
2nd:RED ENERGY91.2%
3rd:ORIGIN81.9%
Lowest:ALINTA39.1%

Quarterly Trend
Accessibility
Energy Retailers

Q4 2024
73.8%
Q1 2025
67.8%
Trend
-6.0%
Accessibility Rankings - Retail Energy Sector (12 Month Trend)

The Call Centre Accessibility Rankings reflect how easy it was for potential customers to speak with a live person about switching energy providers or setting up a new connection.

A total of 59 individual elements are assessed, capturing the entire experience before reaching a live agent. This includes how easy it was to find the phone number, the number and clarity of IVR menu options, queue wait times, messaging and hold audio, line quality, and more.

As these are revenue-generating calls (i.e. new customer opportunities), calls are terminated if queue wait times exceed 10:00 minutes, reflecting the reality that many customers won’t wait.

Agent Mastery

Our Agent Mastery metric captures what automation can’t – the human connection.

It measures the quality of communication, care and confidence demonstrated by frontline agents, based on 18 core behaviours aligned to the Australian Contact Centre CX Standards. From first impressions to call close, this metric uncovers which agents are building trust, creating clarity, and delivering meaningful value in every interaction.

In the energy sector, these moments often shape a customer’s first impression of a provider — and whether they convert. Agent Mastery goes beyond scripts to measure real skill, empathy and execution.

Q1 2025 #1 Best Call Centre Agents Energy Retailers
AGENT MASTERY LEADERBOARD
Energy Retailers - Q1 2025Australia’s Best Frontline Call Centre Agents for Energy Retailers – delivering confident, clear and customer-focused conversations.
1st:ACXPA Call Centre Rankings Energy Australia Logo 66.4%
2nd:ACXPA Call Centre Rankings Red Energy Logo 64.7%
3rd:engie 63.8%
Lowest:ACXPA Call Centre Rankings AGL Logo 40.7%

Quarterly Trend
Agent Mastery
Energy Retailers

Q4 2024
54.3%
Q1 2025
55.6%
Trend
+1.3%
Agent Mastery Competencies - Energy Retailers (12 Month Trend)
How the energy sector ranked on each of the five customer service quality competencies.

The Agent Mastery Rankings assess the quality of human interaction delivered by customer service agents in contact centres.

This includes performance across five core behaviour categories: Engage, Discover, Educate, Close and Impact. These behaviours reflect how effectively the agent connects with the customer, uncovers needs, provides helpful information, wraps up the interaction, and leaves a lasting impression.

Each behaviour is scored independently and then combined to provide an overall Agent Mastery score. Strong performance here is critical – even fast, efficient systems can be undone by poor communication or a lack of empathy.

These measures are assessed using the ACXPA Contact Centre CX Standards, ensuring alignment with best-practice service delivery benchmarks.

Curious How Your Energy Business Stacks Up?

Access powerful insights on Accessibility, Agent Mastery, and more with our Energy Retailers Benchmarking Services. Get a sample report to find out your ranking scores or explore our other benchmarking services - from competitor benchmarking, QA Assessments and more!

Calls Answered

This metric measures the percentage of incoming calls successfully answered by a live agent within our defined thresholds.

It provides a clear signal of how well an energy retailer is managing demand and resourcing. High answer rates indicate responsive operations and strong staffing coverage. Low answer rates, however, often reflect long queues, workforce shortages, or ineffective scheduling — all of which risk eroding trust, particularly during moments of customer intent like switching or joining.

This benchmark offers critical visibility into whether customers are being welcomed or left waiting when it matters most.

CALLS ANSWERED LEADERBOARD
Energy Retailers - Q1 2025Australia’s Leading Energy Retailers at ensuring calls are answered by a live agent within 10 minutes of being placed into the queue.
1st:ACXPA Call Centre Rankings Origin Logo 100%
2nd:ACXPA Call Centre Rankings AGL Logo 100%
3rd:engie 100%
Lowest:ACXPA Call Centre Rankings Momentum Energy Logo 1 91.7%

Quarterly Trend
Calls Answered
Energy Retailers

Q4 2024
100%
Q1 2025
99.2%
Trend
-0.8%
Calls Answered Percentage - Energy Retailers (12 Month Trend)
The percentage of calls answered within a 10 minute threshold (the time at which we disconnect).

Calls Answered Percentage reflects how consistently energy retailers connect customers to a live agent within a reasonable timeframe.

In this benchmarking program, the threshold is set at 10 minutes – a generous limit considering these calls relate to new energy services, where fast and responsive handling can directly impact conversion and brand trust.

This metric starts measuring once the caller enters the queue and excludes time spent in menus or listening to prompts. It highlights whether contact centres are equipped to meet demand or leaving potential customers in limbo.

For energy retailers, where switching is common and competition is fierce, every unanswered call risks losing a customer to a competitor who simply picks up faster.

Average Wait Times

This metric measures how long energy customers are kept on hold before speaking with a live agent – offering a real-world gauge of resourcing and accessibility.

Extended hold times are a critical CX issue. They lead to dropped calls, increased customer effort, and lost revenue – particularly when customers are calling to switch providers or request a new energy connection.

For energy retailers, delivering short wait times shows not just operational strength, but a genuine commitment to respecting customer time and reducing friction in the sales process.

Q1 2025 #1 Best Call Centre Wait Times - Energy Retailers
WAIT TIME LEADERBOARD
Energy Retailers - Q1 2025Australia’s Fastest Answering Energy Retailers – ranked by the shortest average wait times once a customer has been placed into the queue.
1st:engie 00:03
2nd:ACXPA Call Centre Rankings Red Energy Logo 00:27
3rd:ACXPA Call Centre Rankings Origin Logo 00:46
Longest Wait Time:ACXPA Call Centre Rankings Momentum Energy Logo 1 02:25

Quarterly Trend
Average Wait Times
Energy Retailers

Q4 2024
0:50
Q1 2025
1:03
Trend
+0:13
Average Wait Times - Energy Retailers (12 Month Trend)

The Average Wait Times metric captures how long callers remain in the queue before reaching a human agent – starting from the moment they enter the queue, not the IVR.

In the context of energy retailers, where most calls relate to sales opportunities, speed is critical. Every second spent on hold increases the risk of call abandonment or negative sentiment – especially in a market where switching providers is fast and easy.

This benchmark is built from mystery shopping calls focused on sales-related scenarios such as plan comparisons, new connections, and transfers – where responsiveness directly impacts customer acquisition.

All results are independently verified and assessed against the ACXPA Contact Centre CX Standards to ensure valid, consistent and actionable comparisons across the sector.

, Ready to Unlock Even More Energy Sector Insights?

Upgrade to an ACXPA Membership and gain full access to in-depth energy sector data, detailed reports, and exclusive member benefits.

💡 Go beyond the basics – view lifetime leaderboards, current month and rolling 3 & 6 month leaderboards, results for individual energy retailers, and powerful member-only insights designed to improve contact centre performance.

🚀 Take the next step today. View the table below to see what’s included.

Subscriber (Free) Member (Paid)
Energy Retailers Sector Data
Read the Executive Summary for the Quarterly Energy Retailers Sector ReportHigh-level overview updated quarterly and free to access.
View the Top 3 and Lowest-ranked Retailers (5 metrics)*Current Quarter Leaders – Visitors see only the Top 3. Subscribers and Members see both Top 3 and Lowest-ranked.
Access the Members-Only Energy Retailers Benchmarking HubExplore monthly trends, CX champions, current, 3 & 6-month leaderboards, sector summaries, and downloadable PDF reports – exclusive to ACXPA Members.
View Individual Retailer Results in Monthly & Quarterly PDF ReportsView 24 metrics for 3 real energy retailers plus sector benchmarks.
High/Low Leaderboards (12 metrics)View the highest and lowest Energy Retailers sector scores for 12 metrics, updated quarterly.
Access Last 4 Quarterly Energy Retailers Sector ReportsTrend data across energy contact performance over time.
▶ See What Else You’re Missing (click to expand)
In addition to the energy sector specific data above, you can also unlock the following national insights:
National Rankings Access
View Current Quarter Industry Leaders (5 metrics)View the Top performers across CX, accessibility, and more.
Annual Industry Trends (15 metrics)See how the industry is shifting year to year.
Sector Comparison Trends (5 metrics)Quarterly cross-sector comparison across 5 benchmarks.
Top Industry Performers (15 metrics)View Leaderboards for the current month, plus rolling 3 & 6 months for powerful real-time insights. -
Month-to-Month Industry Trends (15 metrics)Monthly metric changes to spot emerging issues and wins. -
Enhanced Sector Comparison Trends (13 metrics)Deep dive into sector differences across 13 metrics. -
Downloadable Industry Reports (PDF)Access monthly and quarterly reports offline as PDFs.
Lifetime Industry Leaderboards (6 metrics)The most consistent top performers since tracking began.
Additional ACXPA Member Benefits
Access exclusive discounts on our Energy Retailers Benchmarking ServiceMembers receive 10% off ongoing benchmarking engagements.
Access Australia’s Most Comprehensive Contact Centre ResourcesGuides, templates, calculators, explainer videos and more. -
Discounts to Events & Live TrainingSave on CX Skills training sessions and ACXPA industry events.
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