Explore the Customer Experience Benchmark Index (CXBI) across Australian industries – monthly CX performance insights since 2019
The Customer Experience Benchmark Index (CXBI) is an ongoing, industry-level benchmark of customer experience performance developed by Tortoise & Hare, built from continuously collected, publicly available customer feedback. The CXBI Monthly Reports track relative performance across Australian industries on a monthly basis.
Each report summarises changes in CX performance, key drivers, and emerging experience themes. Browse the latest report per industry, filter by month, or explore the historical archive.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Private Health Insurance in November 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Retail Banking in November 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
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Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Private Health Insurance in October 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Private Health Insurance in September 2025.
Retail customer experience edged higher this month. The CX Benchmark Index (CXBI) reached 7.82 (▲ +0.04 MoM, ▲ +0.22 YoY). Gains were led by digital ease (faster checkouts, fewer p…
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Retail Banking in October 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Retail Banking in September 2025.
Retail customer experience edged higher this month. The CX Benchmark Index (CXBI) reached 7.82 (▲ +0.04 MoM, ▲ +0.22 YoY). Gains were led by digital ease (faster checkouts, fewer p…
Browse industry-specific CXBI archives, including the latest benchmark and historical monthly reports.
Each industry archive provides a summary of current customer experience performance, historical trends, and access to all monthly CXBI reports for that industry.
Browse all monthly CXBI reports
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Browse all monthly CXBI reports
