CX benchmarking

Each year CSBA performs more than 10,000 independent assessments of the customer experience provided by 180+ Australian companies. These are the best of the best.

CSBA – Top 10 SenseCX Performers

  1. Holmesglen Institute of TAFE

  2. Western Sydney University

  3. Hunter Water

  4. Goulburn Mulwaree Council

  5. Australian National University

  1. Murdoch University

  2. Barwon Water

  3. ActewAGL

  4. University of South Australia

  5. Icon Water

*Rankings are based on 10,300 assessments of 196 businesses conducted between January 2020 and December 2020.

Best in sector

Sector Benchmark**: 52.5% | Top Performer: 80.4% | Lowest Performer: 45.5%

  1. Goulburn Mulwaree Council
  2. Nillumbik Shire Council
  3. Eurobodalla Shire Council
  4. City of Parramatta
  5. Georges River Council

*Rankings are based on all assessments made of 43 different local governments between January 2020 and December 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 55.8% | Top Performer: 80.6% | Lowest Performer: 50.7%

  1. Hunter Water
  2. Barwon Water
  3. Icon Water
  4. Sydney Water
  5. Melbourne Water

*Rankings are based on all assessments made of 25 different water companies between January 2020 and December 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 53.3% | Top Performer: 71.3% | Lowest Performer: 49.4%

  1. ActewAGL
  2. Red Energy
  3. Origin Energy
  4. Momentum Energy
  5. ATCO

*Rankings are based on all assessments made of 15 energy retailers and 18 energy distributors between between January 2020 and December 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 53.8% | Top Performer: 56.4% | Lowest Performer: 50.9%

  1. UniSuper
  2. Legal Super
  3. Qsuper
  4. Statewide Super
  5. BT Super

*Rankings are based on all assessments made of 22 superannuation funds between January 2020 and December 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54.3% | Top Performer: 58.0% | Lowest Performer: 48.9%

  1. ANZ
  2. Commonwealth Bank
  3. Macquarie
  4. NAB
  5. BankWest

*Rankings are based on all assessments made of 16 different banking providers between January 2020 and December 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 57.8% | Top Performer: 84.7% | Lowest Performer: 51.5%

  1. Holmesglen Institute of TAFE
  2. Western Sydney University
  3. Australian National University
  4. Murdoch University
  5. University of South Australia

*Rankings are based on all assessments made of 35 different higher education providers between January 2020 and December 2020.
**Benchmark is the median score across the participating entities.

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