Customer Experience QA Benchmarking

Understand how your customer experience performance compares with organisations across your sector and beyond.

Benchmark | Understand | Improve

Every year, CSBA conducts more than 12,000 independent assessments of customer interactions across more than 200 Australian organisations.
Using our best-practice SenseCX framework, we help organisations understand how their customer experience compares across sectors, channels and customer experience measures. The result is objective, independent insights that help identify strengths, uncover opportunities and measure improvement over time
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How Your Performance Is Benchmarked

Performance is assessed and benchmarked across a range of measures, providing valuable context and insight into how your organisation compares:

Within your own sector
Against other sectors
Across channels
Over time
By SenseCX Index (Ease, Sentiment, Success)
By individual SenseCX measures.
CSBA’s trained assessors evaluate the quality of customer interactions against our SenseCX Quality Framework, generating an overall performance score for each organisation. Organisational performance is then ranked both overall and within sector, with sector benchmarks calculated using the median score of participating organisations.

CSBA – Top 10 Customer Experience Performers

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  1. Open Universities Australia

  2. Sydney Water

  3. Nillumbik Shire Council

  4. Holmesglen Institute of TAFE

  5. Melbourne Water

  6. Curtin University

  7. Australian National University

  8. Chisholm TAFE

  9. Federation University

  10. GWM Water

*Rankings are based on 9,152 assessments of 182 businesses, conducted from October 2025 to September 2026.

CSBA – Top 5 In Sector Customer Experience Performers

Energy Sector

Sector Benchmark*: 53.9% | Top Performer: 59.9% | Lowest Performer: 49.0%

  1. AusNet
  2. Origin Energy**
  3. Ausgrid
  4. Aurora Energy
  5. Alinta Energy

*Rankings are based on 1232 assessments of 23 energy companies conducted from October 2025 to September 2026.
**Denotes small sample size due to high number of early exit calls

Higher Education Sector

Sector Benchmark*: 58.2% | Top Performer: 87.6% | Lowest Performer: 45.4%

  1. Open Universities Australia
  2. Holmesglen Institute of TAFE
  3. Curtin University
  4. Australian National University
  5. Chisholm TAFE

*Rankings are based on 1480 assessments of 36 higher education institutions conducted from October 2025 to September 2026.

Housing Sector

Sector Benchmark*: 52.4% | Top Performer: 55.0% | Lowest Performer: 42.9%

  1. Hume Housing
  2. Bridge Housing**
  3. Link Wentworth
  4. Evolve Housing**
  5. Homes North

*Rankings are based on 388 assessments of 7 housing providers conducted from October 2025 to September 2026.
**Denotes small sample size due to high number of early exit calls

Local Government Sector

Sector Benchmark*: 53.0% | Top Performer: 87.0% | Lowest Performer: 44.5%

  1. Nillumbik Shire Council
  2. Ku-ring-gai Council
  3. Toowoomba Regional Council
  4. Mornington Peninsula Shire
  5. Gladstone Regional Council

*Rankings are based on 855 assessments of 35 local government organisations conducted from October 2025 to September 2026.

Superannuation Sector

Sector Benchmark*: 51.7% | Top Performer: 67.6% | Lowest Performer: 45.7%

  1. CareSuper
  2. Australian Food Super
  3. Australian Retirement Trust
  4. REST
  5. Aware Super

*Rankings are based on 1299 assessments made of 25 superannuation funds between September 2025 to October 2026.

Water Sector

Sector Benchmark*: 58.2% | Top Performer: 87.5% | Lowest Performer: 49.3%

  1. Sydney Water Corp
  2. Melbourne Water
  3. GWM Water
  4. Barwon Water
  5. East Gippsland Water

*Rankings are based on 3217 assessments made of 22 different water companies between September 2025 to October 2026.

Learn more about SenseCX, and the methodology that underpins it

Want to know read the latest Customer Experience Benchmarking Report?

Download the report

How does your organisation's Customer Experience compare?