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.

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CSBA – Top 10 Customer Experience Performers

  1. Holmesglen Institute of TAFE

  2. Hunter Water

  3. Western Sydney University

  4. Australian National University

  5. Murdoch University

  1. University of South Australia

  2. Barwon Water

  3. ActewAGL

  4. Icon Water

  5. Nillumbik Shire Council

*Rankings are based on 10,440 assessments of 195 businesses conducted from July 2020 to June 2021

Best in sector

Sector Benchmark**: 53.5% | Top Performer: 69.7% | Lowest Performer: 48.2%

  1. Nillumbik Shire Council
  2. City of Kingston
  3. Eurobodalla Shire Council
  4. City of Parramatta
  5. Gladstone Regional Council

*Rankings are based on all assessments made of 50 different local governments between Jul 2020 to Jun 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 56.1% | Top Performer: 83.1% | Lowest Performer: 48.9%

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

*Rankings are based on all assessments made of 26 different water companies between July 2020 to June 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54.5% | Top Performer: 73.5% | Lowest Performer: 49.4%

  1. ActewAGL
  2. Energy Australia
  3. Momentum Energy
  4. Red Energy
  5. Alinta Energy

*Rankings are based on all assessments made of 14 energy retailers and 18 energy distributors between between Jul 2020 to Jun 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 52.9% | Top Performer: 56.9% | Lowest Performer: 49.5%

  1. Sunsuper
  2. BT Super
  3. Qsuper
  4. Colonial First State
  5. Equip Super

*Rankings are based on all assessments made of 21 superannuation funds between July 2020 to June 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54.1% | Top Performer: 61.9% | Lowest Performer: 49.5%

  1. Bendigo Bank
  2. ANZ
  3. Westpac
  4. NAB
  5. Commonwealth Bank

*Rankings are based on all assessments made of 15 different banking providers between July 2020 to June 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 58.7% | Top Performer: 85.2% | Lowest Performer: 50.7%

  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 32 different higher education providers between July 2020 to June 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54.3% | 61.6% Top Performer | 49.9% Lowest Performer

  1. Nissan Australia
  2. Meritor
  3. Vodafone
  4. Volkswagen
  5. iiNet

*Rankings are based on all assessments made of 15 different commercial organisations between July 2020 to June 2021.
**Benchmark is the median score across the participating entities.

Learn more about SenseCX, and the methodology that underpins it

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