CX benchmarking

Every year, CSBA performs more than 10,000 independent assessments of the customer experience provided by 190+ 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. Australia National University

  5. Deakin University

  1. Nillumbik Shire Council

  2. Actew AGL

  3. Barwon Water

  4. Icon Water

  5. Murdoch University

*Rankings are based on 12,2083 assessments of 198 businesses conducted from April 2021 to March 2022

Best in sector

Sector Benchmark**: 53.9% | Top Performer: 73.7% | Lowest Performer: 44.9%

  1. Nillumbik Shire Council
  2. City of Kingston
  3. City of Parramatta
  4. Bayside City Council
  5. City of Newcastle

*Rankings are based on all assessments made of 49 different local governments between April 2021 to March 2022.

Sector Benchmark**: 56.4% | Top Performer: 83.3% | Lowest Performer: 50.1%

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

*Rankings are based on all assessments made of 26 different water companies between April 2021 to March 2022.

Sector Benchmark**: 53.8% | Top Performer: 73.5% | Lowest Performer: 48.7%

  1. ActewAGL
  2. Energy Australia
  3. Multinet
  4. Alinta Energy
  5. Simply Energy

*Rankings are based on all assessments made of 14 energy retailers and 18 energy distributors between April 2021 to March 2022.

Sector Benchmark**: 53.8% | Top Performer: 63.5% | Lowest Performer: 48.4%

  1. Spirit Super
  2. Christian Super
  3. Sunsuper
  4. Qsuper
  5. Colonial First State

*Rankings are based on all assessments made of 19 superannuation funds between April 2021 to March 2022.

Sector Benchmark**: 53.7% | Top Performer: 56.2% | Lowest Performer: 49.3%

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

*Rankings are based on all assessments made of 15 different banking providers between April 2021 to March 2022.

Sector Benchmark**: 60.5% | Top Performer: 83.7% | Lowest Performer: 50.7%

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

*Rankings are based on all assessments made of 32 different higher education providers between April 2021 to March 2022.

Sector Benchmark**: 55.3% | 62.7% Top Performer | 47.4% Lowest Performer

  1. Nissan
  2. Meritor
  3. DuluxGroup NZ
  4. Vodafone
  5. iiNet

*Rankings are based on all assessments made of 18 different commercial organisations between April 2021 to March 2022.

Learn more about SenseCX, and the methodology that underpins it

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