Your next customer is already on the phone — comparing you to a competitor.
Every day, energy customers ring to switch, move house or sort a bill they can’t pay — and those few minutes decide who keeps them. We independently mystery-shop your contact centre and the retailers you choose on exactly those calls, score every one against the national Contact Centre CX Standards, and show you where you win, where you’re quietly losing customers, and how to fix it.
See where every major energy retailer stands right now
This isn’t a survey. Every quarter our assessors place real, unscripted mystery-shopping calls to Australia’s energy retailers and score them against the national Contact Centre CX Standards. Here’s the current live leaderboard — it updates itself, so it’s always today’s picture.
Rankings reflect independent ACXPA mystery-shopping assessments scored against the national Contact Centre CX Standards. Retailers shown are selected by ACXPA for public sector benchmarking — inclusion does not imply they are ACXPA clients or members, or that they endorse ACXPA. Updated quarterly.
Four phone calls decide your churn this quarter
In a market where a customer can switch in the time it takes to boil the kettle, your contact centre isn’t a cost line — it’s the last thing standing between a customer and your competitor. These are the moments we listen in on, and what each one tells you:
“I just saw a cheaper plan — why should I stay?”
They’ve seen a competitor’s ad and they’re ringing to compare. Handle it well and you keep a customer for years. Fumble it — slow queue, a flat quote, no real answer — and they’ve signed elsewhere before dinner.
“I’m moving — can you sort my energy?”
Moving is the single biggest moment customers leave an energy retailer. If the connection journey is clunky or slow, they won’t fight it — they’ll just Google “best energy plan” and start fresh with someone else.
“I can’t pay this bill — I don’t know what to do.”
A stressed, vulnerable customer needs empathy and the right options. Get it right and you retain them and meet your obligations. Get it wrong and it becomes an EWON complaint, an AER hardship failing, and a story they tell everyone.
“I’d like to cancel my account.”
This is your retention rate, live on the line. A confident save-team asks the right questions and turns it around. A weak one thanks them and lets a paying customer walk straight out the door.
⏱ Accessibility
How fast and simply a customer reaches a person who can help — menus, queue times, speed to answer. In energy, seconds cost switches.
🎧 Agent Mastery
How well the agent listens, uncovers the real need, explains options and closes with confidence — the difference between a saved customer and a lost one.
From one phone call to a clear plan — every month
We shop you & your competitors
Each month our assessors place real, unscripted mystery-shopping calls to your contact centre and up to five energy retailers you nominate.
Every call scored independently
Real people — not AI, not surveys — score each call against 48+ metrics in the national Contact Centre CX Standards, across Accessibility and Agent Mastery.
You get the recordings & the plan
A clear monthly report with the actual call recordings, competitor comparison and the specific gaps to fix — ready to hand to your team or your board.
Not a dashboard of vanity metrics — a report you can act on Monday
You get the real calls to listen to, a colour-coded scorecard against the sector, and a shortlist of exactly what to fix first. Here’s an illustrative example of the monthly snapshot:
| Metric | Your score | Sector average | Where you sit |
|---|---|---|---|
| Overall CXAcross all assessed calls | 68% | 59.4% | Above average |
| AccessibilitySpeed & ease of reaching help | 72% | 61% | Strong |
| Agent MasteryHandling, options & close | 64% | 58% | Room to lift |
| Save / retention callsCancellation outcomes | 49% | 57% | Priority fix |
| Speed to answerAverage across the month | 0:41 | 1:16 | Faster than most |
Illustrative only — all figures fictional. Your real report is scored on 48+ metrics and comes with the call recordings and evaluator notes behind every number.
From insights to improvement: the ACXPA loop
Benchmarking shows you where you stand. But even before you benchmark — or if you never do — an ACXPA membership plugs your whole team into Australia’s biggest library of contact centre tools, training and resources to actually close the gaps.
Independent Benchmarking
Mystery-shopped calls scored against 48+ CX metrics — see where access slows customers down, where conversations stall, and how you compare to real competitors.
Training that builds mastery
Through CX Skills, lift results with targeted courses in sales, service, WFM and contact centre management — improving both Accessibility and Agent Mastery.
WFM Hub & resources
Tap Australia’s leading collection of contact centre resources — calculators, playbooks, templates and expert guidance — to set service levels, forecast and staff efficiently.
Monthly roundtables
Live, unscripted sessions with practitioners and experts on what actually works. Anyone can join live; members get the full searchable archive.
Start small, or benchmark head-to-head
Two low-risk ways to get your score — plus a free-to-explore membership if you’d rather look around first.
- Your centre + up to 5 competitors mystery-shopped
- Scored on 48+ CX metrics with the call recordings
- Monthly report + quarterly trend insights
- 6 mystery-shopped calls each month
- 23 metrics vs the energy sector average
- Your place in the Australian Call Centre Rankings
- High-level energy sector CX insights
- Sample results from a selection of retailers
- Every resource hub, calculator & roundtable
Need compliance reviews, custom scenarios or agent-level QA on your own recordings? Explore Private Benchmarking and Call Quality Assessments.
Find out exactly where you stand
Start with a low-risk trial and see how you compare to the retailers you choose — or talk it through with us first.
