CX benchmarking

Each year CSBA performs more than 10,500 independent assessments of the customer experience provided by 165+ Australian companies. These are the best of the best.

CSBA – Top 10 SenseCX Performers

  1. Holmesglen

  2. Western Sydney University

  3. The University of Western Australia

  4. Hunter Water

  5. Australian National University

  1. Murdoch University

  2. ActewAGL

  3. Barwon Water

  4. Nillumbik Shire Council

  5. The University of Queensland

*Rankings are based on 10,800 assessments of 172 businesses conducted between April 2019 and March 2020.

Best in sector

Sector Benchmark**: 54% | Top Performer: 68.1% | Lowest Performer: 44.8%

  1. Nillumbik Shire Council
  2. Frankston City
  3. City of Paramatta
  4. Eurobodalla Shire Council
  5. City of Adelaide
*Rankings are based on all assessments made of 38 different local governments between April 2019 and March 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 56% | Top Performer: 77.6% | Lowest Performer: 51.2%

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

*Rankings are based on all assessments made of 23 different water companies between April 2019 and March 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54% | Top Performer: 75.7% | Lowest Performer: 47.4%

  1. ActewAGL
  2. Red Energy
  3. Origin Energy
  4. AusNet Services
  5. Citipower

*Rankings are based on all assessments made of 13 energy retailers and 15 energy distributors between April 2019 and March 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54% | Top Performer: 55.6% | Lowest Performer: 50.5%

  1. cbus
  2. QSuper
  3. Energy Super
  4. Rest
  5. AMP

*Rankings are based on all assessments made of 13 superannuation funds between April 2019 and March 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 56% | Top Performer: 58.9% | Lowest Performer: 49.9%

  1. ANZ
  2. St.George
  3. Commonwealth Bank
  4. Bendigo Bank
  5. Westpac

*Rankings are based on all assessments made of 14 banking institutions between April 2019 and March 2020
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 58% | Top Performer: 81.6% | Lowest Performer: 51.9%

  1. Holmesglen
  2. Western Sydney University
  3. The University of Western Australia
  4. Australian National University
  5. Murdoch University

*Rankings are based on all assessments made of 35 different higher education providers between April 2019 and March 2020.
**Benchmark is the median score across the participating entities.

Sector performance

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