Who's winning the digital UX race in Australian utilities?
We audited 18 leading energy, broadband and mobile brands on two axes: 109 functionality criteria — 94 shared plus a 15-criterion utilities-native module — and 48 experience checkpoints, web and app. See who leads, who's chasing, and the one failure almost the whole field shares, with the evidence behind every score.
A look inside the report
A snippet of the full 30-page report — where 18 utilities brands rank across energy, broadband and mobile, why the leaders win, and the exact moves that hold a customer at the moment they commit. A competitive edge for your product and design teams — from someone who formerly built these audits in-house, who's now independent and brand-agnostic.
These spreads are a sample from the current edition, shown to illustrate the report's structure.
Everything in the report, section by section
You've seen a sample — here is every section in full: the two-axis benchmark, the utilities-native module, and the moves that hold a customer at the point of commitment.
- 01
The full leaderboard
All 18 brands ranked on the combined score, with function and experience broken out so you see exactly where a brand wins and where it only looks busy.
- 02
Function isn't experience
The two-axis map: function is what each brand has built (109 criteria, what exists); experience is how well it's executed (48 checkpoints) — and where the two diverge.
- 03
The utilities-native lens
How the field does on the 15 moments a generic retail set doesn't measure — plan comparison, switching, bills and usage, outages, moving home, concessions and hardship support.
- 04
What the best do
Three annotated headline deep-dives with live captures, a feature-by-feature comparison of the experience leaders, and the function–experience gap.
- 05
The commitment moment
The single failure almost the whole field shares, traced through plan selection, cart and checkout — and what the exceptions do differently.
- 06
Recommendations + method
The practical moves that lift the experience, plus the full, repeatable methodology behind every score.
All 18 brands, across 3 categories
Energy, broadband and mobile are scored together because customers increasingly buy them together — and several brands here sell more than one. The report shows each category league separately as well as the combined field, with the full ranking and two-axis score for every brand.
Brands that sell more than one service are scored on what they actually sell, and never penalised for a service they don't offer.
One source of truth, four ways to use it
Whoever you are, the benchmark turns straight into the work you already plan and defend each year.
See exactly where you rank. Know your position against the leading brands in your category, which customer moments you're missing, and where a single fix moves the needle on the experience.
Plan your roadmap on evidence. Benchmark the leading brands, prioritise the UX and dev backlog, and justify what makes the cut with data your stakeholders trust, before the gaps cost you a sign-up.
Make the case, focus the testing. Build the business case for UX investment, set your annual OKRs against the field, and point testing at the moments that decide whether a customer completes.
Market intelligence you can act on. Account-level insight into how the leading brands perform, to sharpen your pitch, prove the gap, and fuel your own thought leadership.
Choose your package
One purchase, GST included. Each tier adds more ways to act on the findings: from reading the benchmark, to going deep on your category, to citing it publicly.
- Full benchmark report (PDF)
- All 18 brands ranked on two axes: function + experience
- The 3-category league, the utilities-native lens + the commitment-moment analysis
- Recommendations + methodology
- Everything in The Report — the full UX Benchmark
- A personalised review of your own site (worth A$1,500)
- Your brand's position readout, live 60-min session
- Editable slides + internal team licence
- CX Survey Script starter
- Everything in Team + Readout
- All four quarterly reports — included (a full year of the Jackdraw CX Index for this category)
- A competitive deep-dive on 5 rivals of your choice
- Right to cite externally, with attribution
- Use in pitches, proposals & content
- Bespoke survey-design consult
- Invoice + PO friendly
After another sector? See all six benchmarks → · Need another industry? Commission a custom benchmark →
The benchmark is half the picture
This report shows the tangible: what each brand has built, and who leads. The bigger gains come from the intangible, the motivations, friction and emotion only customers can voice. That is a CX User Study, and Jackdraw runs it three ways.
CX Survey Script
A ready-to-run questionnaire mapped to this benchmark's themes, productised through our Audit Survey Tool. Lowest effort, fastest signal: field it on your own platform and hear directly from customers.
Bespoke study design
A study designed around your specific questions and customer segments, for when an off-the-shelf script isn't enough and you need precision.
Run the full study
We field it end-to-end: a representative sample sourced for you, analysis and a readout delivered. Hands-off, statistically valid and decision-ready. Sample via a research partner, priced separately.
Want to scope a study, or pair it with the benchmark? Talk to Jackdraw →
Evidence, not opinion
Every score in this report has a reason behind it: a page, a screen, a documented check. No vibes, no vendor spin. Just the small, telling details that separate a good experience from a great one.
Jackdraw is a Melbourne CX consultancy with 15+ years across customer and user experience, built on understanding every person an experience touches.
Good questions
What exactly do I get, and how is it delivered?
A professionally designed PDF report (five sections) plus the one-page snapshot. After purchase you'll receive it by email.
What's the two-axis score?
Every brand is scored on two things: function (109 functionality criteria — 94 shared plus a 15-criterion utilities-native module) and experience (48 checkpoints drawn from 13 UX frameworks). The combined score is the average. The report shows both, because shipping features and executing the experience well are not the same thing.
What is the utilities-native module?
Fifteen criteria that decide a utilities relationship and that a generic retail set doesn't cover: plan comparison and personalised recommendations, address and service qualification, fully online switching, solar feed-in and typical evening speeds, bill explainers, flexible payment options, usage history and alerts, live outage status, faults reported online, moving home, concessions and rebates, and financial hardship support with a self-serve first step.
Does it cover energy, broadband and mobile together?
Yes. The report scores 18 brands across all three — 7 energy retailers, 6 broadband providers and 5 mobile brands — and shows the category leagues separately as well as the combined field. Several brands sell more than one service, and that is scored as it is sold.
How current is the data, and do you update it?
The audit was run in October 2026 against live sites and app-store listings. Digital experiences move fast, so we refresh every quarter, and past buyers renew at roughly half price.
What's the difference between the packages?
The Report is the UX Benchmark itself, for one reader. Team + Readout adds a personalised review of your own site, editable slides, an internal team licence, a live readout of your brand's position, and a CX Survey Script starter. Partner adds a competitive deep-dive on five rivals of your choice, plus the right for vendors and agencies to cite the findings externally, with attribution, in pitches, proposals and content.
GST, invoices and purchase orders?
All prices include GST and you'll get a tax invoice. The Partner tier is invoiced and PO-friendly for procurement.