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. Goulburn Mulwaree Council

  3. Western Sydney University

  4. Hunter Water

  5. Australian National University

  1. Murdoch University

  2. University of South Australia

  3. Barwon Water

  4. ActewAGL

  5. Icon Water

*Rankings are based on 9,320 assessments of 194 businesses conducted from April 2020 to March 2021

Best in sector

Sector Benchmark**: 52.9% | Top Performer: 83.6% | 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 45 different local governments between April 2020 to March 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 55.9% | Top Performer: 82.1% | Lowest Performer: 50.1%

  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 April 2020 to March 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54.0% | Top Performer: 73.1% | Lowest Performer: 49.4%

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

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

Sector Benchmark**: 53.8% | Top Performer: 56.5% | Lowest Performer: 50.9%

  1. BT Super
  2. Colonial First State
  3. UniSuper
  4. Qsuper
  5. Statewide Super

*Rankings are based on all assessments made of 22 superannuation funds between April 2020 to March 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 53.5% | Top Performer: 57.8% | Lowest Performer: 49.5%

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

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

Sector Benchmark**: 58.2% | Top Performer: 85.1% | Lowest Performer: 50.9%

  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 33 different higher education providers between April 2020 to March 2021.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 56.1% | 61.1% Top Performer | 51.6% Lowest Performer

  1. Nissan Australia
  2. Frank Insurance
  3. Meritor
  4. iiNet
  5. AHM

*Rankings are based on all assessments made of 22 different commercial organisations between April 2020 to March 2021.
**Benchmark is the median score across the participating entities.

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