2026 Australian Energy Retailers Call Centre Rankings

Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general energy enquiries typically related to new energy plans/switching providers.

Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer.

Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.

As we need to remain anonymous, the published results typically reflect the experience for new customer enquiries where we do not need to disclose specific billing/account information.

Existing customers with billing enquiries, faults, etc, may have a different experience as they are typically handled by different teams and/or treated with different priorities.

Australian Contact Centre Quality Standards

Australian Energy Retailers are assessed using the Australian Contact Centre Quality Standards—a framework refined over 30 years and 50,000 phone calls to ensure precision and relevance.

What Makes These Standards Exceptional?

• Universal Guidance: Clear, actionable criteria for delivering an outstanding customer experience—applicable to any contact centre, regardless of size, sector, product, or service.

• Business Outcome Correlation: Consistently achieving above ‘Met Standards’ directly correlates with better business outcomes, including:

• Higher Customer Satisfaction

• Increased Sales Conversions

• Improved Net Promoter Score (NPS)

• Enhanced Customer Effort Score (CES)

• Greater efficiency and reduced Average Handle Time (AHT)

• Actionable Insights: Beyond data for its own sake, these standards enable you to identify specific areas of excellence and targeted opportunities for improvement.

By evaluating 80+ performance elements, the framework ensures every aspect of the customer experience is considered, leaving no stone unturned.

This robust system provides the foundation for meaningful benchmarking, helping Australian Energy Retailers deliver exceptional experiences while achieving measurable business success.