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 Institute of TAFE

  2. Western Sydney University

  3. Goulburn Mulwaree Council

  4. Australian National University

  5. Hunter Water

  1. ActewAGL

  2. Murdoch University

  3. Barwon Water

  4. The University of Queensland

  5. Nillumbik Shire Council

*Rankings are based on 10,100 assessments of 185 businesses conducted between July 2019 and June 2020.

Best in sector

Sector Benchmark**: 53.5% | Top Performer: 80.4% | Lowest Performer: 44.5%

  1. Goulburn Mulwaree Council
  2. Nillumbik Shire Council
  3. Frankston City Council
  4. Eurobodalla Shire Council
  5. City of Parramatta

*Rankings are based on all assessments made of 44 different local governments between July 2019 and June 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 55.4% | Top Performer: 78.0% | 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 July 2019 and June 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 54.0% | Top Performer: 76.0% | Lowest Performer: 49.7%

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

*Rankings are based on all assessments made of 14 energy retailers and 18 energy distributors between between July 2019 and June 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 53.5% | Top Performer: 55.9% | Lowest Performer: 50.5%

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

*Rankings are based on all assessments made of 17 superannuation funds between July 2019 and June 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 56.0% | Top Performer: 58.8% | Lowest Performer: 50.8%

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

*Rankings are based on all assessments made of 14 different banking providers between July 2019 and June 2020.
**Benchmark is the median score across the participating entities.

Sector Benchmark**: 58.7% | Top Performer: 82.8% | Lowest Performer: 50.4%

  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 July 2019 and June 2020.
**Benchmark is the median score across the participating entities.

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