10 years of insights. One clear reality: expectations are rising faster than performance.
Australian consumers are redefining what great customer experience looks like, and most organisations are struggling to keep up.
In this 10th edition report, we uncover the growing gap between expectation and delivery, the real role of AI in customer service, and what truly drives trust, loyalty and revenue in 2026.
Access the latest research from over 500 Australian consumers and discover what’s shaping customer experience across industries.
Download the report to understand:
The 2026 State of Customer Experience in Australia report reveals a growing disconnect between rising customer expectations and perceived company commitment to service excellence.
While overall customer experience performance has improved, it has not kept pace with what consumers now demand, accurate, consistent information, immediate access to knowledgeable support, and seamless integration between digital and human interactions.
Despite progress, nearly two-thirds of Australians still believe organisations place only moderate or low importance on customer service excellence. This report explores where this gap is emerging, why it matters, and how organisations can close it to drive trust, retention, and long-term growth.
This report is designed for:
If you’re responsible for improving customer outcomes, retention, or service performance, this report is essential reading.