Australian Energy Retailers Q4 2025 Call Centre Rankings
These results show how effectively Australian energy retailers handle new customer and switch enquiries — based on real mystery shopping calls from households and small businesses comparing providers, seeking better deals, or setting up new connections.
Each call is evaluated across more than 80 CX metrics aligned with the Australian Contact Centre CX Standards . This ensures a consistent, independent, and data-driven view of how effectively retailers manage enquiries, explain plans, and convert interest into active accounts while delivering a smooth, confident onboarding experience.
For energy retailers, these results matter. Every unanswered call, long queue, or confusing quote process represents lost customers, increased churn, and wasted marketing investment. Our benchmarking highlights exactly where friction occurs — and how the best retailers turn first contact into fast, confident conversions. Through ACXPA’s Energy Benchmarking Services , providers can identify service gaps, lift enquiry handling performance, and reduce acquisition costs through smarter CX design and agent capability.
Executive Summary – Australian Energy Retailers Q4 2025
Australia’s energy retailers recorded a further softening in performance in Q4 2025, with Overall CX averaging 56.4% — marking the third consecutive quarterly decline for the sector. Engie (67.3%) again led the sector and has now led 7 of the last 10 quarters, reinforcing its sustained consistency. In contrast, Origin Energy (41.0%) recorded its lowest result on record and its third consecutive quarter of decline.
Accessibility averaged 63.8%, extending the sector’s decline to four consecutive quarters. Engie (94.8%) delivered the strongest result nationally across all sectors, while Energy Australia (34.1%) recorded the lowest Accessibility score in the sector for the third consecutive quarter. Average Wait Times increased to 1:34, reversing the prior quarter’s improvement.
In Agent Mastery — which measures conversation quality across the five ACXPA competencies of Engage, Discover, Educate, Close and Impact — the sector averaged 53.9%, reflecting a third consecutive quarterly decline. Energy Australia (66.8%) led the metric for the third time in four quarters, while Origin (40.7%) ranked last for the second consecutive quarter.
While energy retailers continue to demonstrate pockets of strong performance — particularly in connection speed and reliability among leading brands — the sector average remains materially below best-practice (100%). The widening gap between leaders and laggards highlights significant opportunity for improvement in both customer access and conversation effectiveness.
🏅 Top Performers – Energy Retailers Q4 2025
🏆 Overall CX – Engie (67.3%)
Engie led the sector once again and has now led 7 of the last 10 quarters. Its Q4 performance continues to set the benchmark within the energy retail market.
📞 Accessibility – Engie (94.8%)
Accessibility measures how easily customers can connect with a live agent, including Average Wait Time, IVR navigation, and Calls Answered Percentage. Engie delivered the strongest Accessibility result nationally across all sectors this quarter.
⭐ Agent Mastery – Energy Australia (66.8%)
Agent Mastery assesses how effectively agents Engage (build rapport), Discover (identify needs), Educate (explain clearly), Close (progress next steps), and create lasting Impact. Energy Australia led this metric for the third time in four quarters.
⏱ Fastest Wait Time – Alinta & Engie (0:03)
Both retailers recorded the fastest Average Wait Time nationally across all sectors, answering calls in just three seconds.
🏆 Key Wins – Energy Retailers Q4 2025
⚡ Momentum records strongest Overall CX on record
Momentum achieved 59.0% for Overall CX — its highest result since tracking commenced 12 months ago — alongside its best-ever Accessibility score of 68.9% and first 100% Calls Answered in 10 Minutes result.
📈 Alinta continues upward Accessibility trajectory
Alinta improved for the fourth consecutive quarter in Accessibility (39.1 → 41.7 → 46.4 → 60.2%), achieving its best-ever result.
📞 Calls Answered reliability remains strong among leaders
AGL, Engie and Momentum all achieved 100% of calls answered within 10 minutes, with AGL extending its streak to nine consecutive quarters at 100%.
💬 Red Energy strengthens Impact performance
Red Energy led the Impact competency at 84.2%, demonstrating strong ability to leave customers feeling confident about their decision at the end of the interaction.
📉 Overall CX Challenges – Energy Retailers Q4 2025
🚪 Accessibility decline continues
The sector’s Accessibility average fell to 63.8%, marking four consecutive quarters of decline. Energy Australia (34.1%) and Origin (52.7%) both recorded their worst Accessibility results on record.
⏳ Origin’s wait times reach record high
Origin recorded an Average Wait Time of 5:31, its longest on record and the slowest in the sector for the third consecutive quarter. In a competitive acquisition environment, extended connection times increase the risk of abandoned enquiries.
📊 Agent Mastery trends downward
The sector’s Agent Mastery average declined to 53.9%, continuing a three-quarter downward trend. Engage (42.4%) and Discover (39.0%) remain the lowest-performing competencies sector-wide, indicating opportunity to strengthen early-stage customer needs exploration and rapport-building.
⚡ Performance variance widens
The spread between Engie’s 67.3% and Origin’s 41.0% in Overall CX highlights increasing variance across the sector. With best-practice defined as 100%, even leading retailers retain substantial opportunity to improve efficiency, clarity and conversion effectiveness.
Recognising Call Centre Excellence in the Energy Sector
Congratulations to the top-performing energy retailers delivering exceptional customer experiences via their call centres in Q4 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.
67.3% 66.9% 60.5% 41.0%Quarterly Trend
Overall CX
Energy Retailers
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 >
Key Metrics Trend – Energy Retailers (12-Month View)
The chart below highlights a 12-month trend across three core CX performance metrics for Australian energy retailers:
- Overall CX – A weighted composite score reflecting the end-to-end customer experience, factoring in accessibility, agent quality, and call handling efficiency.
- Accessibility – The ease of reaching a human agent measured across over 40 metrics, including ease of menu navigation, wait times, recorded messaging lengths and more.
- Agent Mastery – The quality and effectiveness of agent conversations delivered through soft skills and behaviours, measured across five core competencies and over 18 individual metrics.
Overall CX
This is the headline metric – representing the total customer experience across every stage of the call journey. It’s calculated using a weighted combination of the Accessibility and Agent Mastery scores, providing a holistic view of how well energy retailers are delivering end-to-end service during key sales interactions.
Accessibility
This measures how easily and quickly prospective customers can reach a real person. It includes navigating phone menus, clarity of options, queue times, and whether callers successfully speak with a representative. Higher scores reflect smoother, more customer-friendly access experiences.
Agent Mastery
This evaluates the quality and professionalism of frontline service. It includes how well retail energy call centre agents greet, listen, explain plan options, handle moving enquiries, and support switching decisions – along with empathy, clarity, and overall service delivery. It’s a direct measure of agent capability during high-value conversations.
Learn more about the Australian Contact Centre CX Standards that power these assessments.
