Customer Experience Benchmarking

Every year, CSBA performs more than 12,000 independent assessments of the customer experience provided by more than 200 Australian companies, from a range of sectors.

Our experienced team of experts assess the quality of telephone interactions with customers, scoring the interaction against our best practice SenseCX Quality Framework. From these assessments an overall score for each organisation is derived.

Each organisations performance is ranked by overall and by sector. Scores from organisations in each sector contribute to Sector Benchmarks, which are calculated based on the median score from each sector.

How does your organisation’s Customer Experience compare?

CSBA – Top 10 Customer Experience Performers

  1. Nillumbik Shire Council

  2. Holmesglen Institute of TAFE

  3. Massey University

  4. Australian National University

  5. Deakin University

  6. Melbourne Water

  7. Western Sydney University

  8. Barwon Water

  9. Federation University

  10. Edith Cowan University

*Rankings are based on 12,378 assessments of 209 businesses, conducted from April 2023 to March 2024

CSBA – Top 5 In Sector Customer Experience Performers

Sector Benchmark*: 47.5% | Top Performer: 60.5% | Lowest Performer: 43.8%

  1. Spirit Super
  2. Australian Retirement Trust
  3. Australian Ethical Super
  4. PSSap – Commonwealth Superannuation Corp
  5. Legalsuper

*Rankings are based on 1619 assessments made of 29 superannuation funds between April 2023 to March 2024.

Please enter your details to download the latest Superannuation Sector Quarterly Benchmark Report

Sector Benchmark*: 53.9% | Top Performer: 80.2% | Lowest Performer: 47.7%

  1. Holmesglen Institute of TAFE
  2. Massey University
  3. Australian National University
  4. Deakin University
  5. Western Sydney University

*Rankings are based on 2720 assessments made of 43 different higher education providers between April 2023 to March 2024.

Please enter your details to download the latest Education Sector Quarterly Benchmark Report

Sector Benchmark*: 46.5% | 51.7% Top Performer | 43.6% Lowest Performer

  1. Toyota
  2. Kia
  3. Hyundai
  4. Lexus
  5. Nissan

*Rankings are based on 316 assessments made of 9 different automotive companies between April 2023 to March 2024.

Please enter your details to download the latest Automotive Sector Quarterly Benchmark Report

Sector Benchmark*: 52.9% | Top Performer: 70.8% | Lowest Performer: 45%

  1. Melbourne Water
  2. Barwon Water
  3. Sydney Water Corp
  4. Central Highlands Water
  5. Icon Water

*Rankings are based on 3268 assessments made of 26 different water companies between April 2023 to March 2024.

Please enter your details to download the latest Water Sector Quarterly Benchmark

Sector Benchmark*: 49.5% | Top Performer: 54.2% | Lowest Performer: 44.6%

  1. Powercor
  2. Ausgrid
  3. Energy Australia
  4. CitiPower
  5. SA Power

*Rankings are based on 962 assessments made of 14 energy retailers and 17 energy distributors between April 2023 to March 2024.

Please enter your details to download the latest Energy Sector Quarterly Benchmark Report

Sector Benchmark**: 50.1% | 52% Top Performer | 47.3% Lowest Performer

  1. Aussie Broadband
  2. iiNet
  3. Optus
  4. Telstra
  5. TPG

**Rankings are based on 188 assessments made of 6 different telecommunications companies between April 2023 to March 2024.

Please enter your details to download the latest Telecommunications Sector Quarterly Benchmark Report

Sector Benchmark*: 48.2% | Top Performer: 81.5% | Lowest Performer: 43%

  1. Nillumbik Shire Council
  2. City of Parramatta
  3. City of Boroondara
  4. Ipswich City Council
  5. Toowoomba Regional Council

*Rankings are based on all assessments made of 48 different local governments between January 2023 to December 2023.

Please enter your details to download the latest Local Government Sector Quarterly Benchmark Report

Sector Benchmark*: 49% | Top Performer: 54.1% | Lowest Performer: 47.1%

  1. People’s Choice
  2. Westpac
  3. Bendigo Bank
  4. Suncorp
  5. BankVic

*Rankings are based on 539 assessments made of 12 different banking providers between April 2023 to March 2024.

Please enter your details to download the latest Banking Sector Quarterly Benchmark Report

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