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. Goulburn Mulwaree Council

  4. Hunter Water

  5. Australian National University

  1. Murdoch University

  2. Barwon Water

  3. ActewAGL

  4. Nillumbik Shire Council

  5. University of Queensland

*Rankings are based on 10,200 assessments of 196 businesses conducted between October 2019 and September 2020.

Best in sector

Sector Benchmark**: 52.8% | Top Performer: 80.4% | Lowest Performer: 44.8%

  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 October 2019 and September 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 55.5% | Top Performer: 79.1% | Lowest Performer: 51.2%

  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 October 2019 and September 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 53.7% | Top Performer: 70.8% | Lowest Performer: 49.4%

  1. ActewAGL
  2. Red Energy
  3. ATCO
  4. Ausnet Services
  5. Energy Australia

*Rankings are based on all assessments made of 15 energy retailers and 18 energy distributors between between October 2019 and September 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 53.1% | Top Performer: 55.9% | Lowest Performer: 48.4%

  1. Qsuper
  2. Statewide Super
  3. Legal Super
  4. BUSSQ
  5. MLC

*Rankings are based on all assessments made of 22 superannuation funds between October 2019 and September 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 55.3% | Top Performer: 58.8% | Lowest Performer: 50.2%

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

*Rankings are based on all assessments made of 16 different banking providers between October 2019 and September 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 58.5% | Top Performer: 84.7% | Lowest Performer: 51.1%

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

*Rankings are based on all assessments made of 34 different higher education providers between October 2019 and September 2020.
**Benchmark is the median score across the participating entities.

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