CSAT benchmarks · 2026
78%
Cross-industry median, cSAT score median
Phone support captures the highest satisfaction scores. Email surveys capture the lowest — timing and medium both affect results.
Post-purchase survey 82% In-app feedback 76% Email survey 72% Phone support 88% Live chat 82%The collection method creates a systematic 8–12 point range. Never compare CSAT across channels without adjusting for this structural bias.
| Segment | Median | P25 (Bottom) | P75 (Top) | Elite |
|---|---|---|---|---|
| Post-purchase survey | 82% | 74% | 90% | - |
| In-app feedback | 76% | 68% | 86% | - |
| Email survey | 72% | 64% | 82% | - |
| Phone support | 88% | 80% | 94% | - |
| Live chat | 82% | 74% | 90% | - |
Healthcare leads (85%) due to high stakes and personalized care. Telecom and utilities trail (62–70%) due to commoditized services and limited differentiation opportunity.
| Segment | Median | P25 (Bottom) | P75 (Top) | Elite |
|---|---|---|---|---|
| Software / SaaS | 78% | 70% | 86% | - |
| Ecommerce | 80% | 72% | 88% | - |
| Financial Services | 72% | 64% | 82% | - |
| Healthcare | 85% | 78% | 92% | - |
| Telecom | 62% | 54% | 72% | - |
| Utilities | 70% | 62% | 80% | - |
| Airlines | 72% | 62% | 82% | - |
| Hotels / Hospitality | 84% | 76% | 91% | - |
Asia Pacific respondents tend to rate satisfaction higher on average. Western European respondents are typically more critical — adjust expectations by market.
North America (US + Canada) 78% Western Europe 74% Asia Pacific (excl. South Asia) 81% Latin America 77% MENA 74% Sub-Saharan Africa 72% South Asia (India + BD + PK) 75%Cultural differences in survey response patterns affect raw CSAT scores. Asia Pacific tends to give higher ratings, while Western Europeans apply stricter standards.
| Segment | Median | P25 (Bottom) | P75 (Top) | Elite |
|---|---|---|---|---|
| North America (US + Canada) | 78% | 70% | 86% | - |
| Western Europe | 74% | 66% | 83% | - |
| Asia Pacific (excl. South Asia) | 81% | 73% | 89% | - |
| Latin America | 77% | 69% | 86% | - |
| MENA | 74% | 66% | 83% | - |
| Sub-Saharan Africa | 72% | 64% | 81% | - |
| South Asia (India + BD + PK) | 75% | 67% | 84% | - |
First response time is the single strongest predictor of CSAT across all support channels. Customers who receive a response within 1 hour rate satisfaction 20–30% higher than those who wait 24+ hours. Set SLA targets by channel: live chat under 30 seconds, email under 2 hours, phone under 2 minutes. CSAT drops sharply at each SLA breach.
02FCR — resolving an issue on the first interaction — is the #2 predictor of CSAT. Each additional contact required to resolve an issue reduces CSAT by 8–15 points. Measure FCR by channel and ticket type. Identify the top 10 repeat contact reasons and build self-service content or agent training to eliminate the root cause.
03Customers who feel recognized and valued rate satisfaction 15–20 points higher than those who experience generic, scripted support. Surface customer history, product usage, and prior interactions in your support tool. Train agents to acknowledge the customer's context ("I can see you've been with us for two years — let me make this right") rather than starting from zero every time.
04Following up with dissatisfied customers (CSAT 1–2 out of 5) within 24 hours converts 25–35% of detractors into neutral or satisfied customers. A personal outreach from a manager with a clear resolution plan is the highest-impact intervention. These recoveries prevent churn and, handled well, often create vocal advocates from formerly frustrated customers.
05Transaction-triggered surveys (sent immediately after a support interaction, delivery, or key product milestone) achieve 3–4x higher response rates and more accurate results than calendar-based batch surveys. Timing matters: send within 30 minutes of the interaction closing. After 24 hours, response rate drops by 60% and recall accuracy degrades significantly.
CSAT (Customer Satisfaction Score) measures how satisfied customers are with a specific interaction or experience. Customers rate their satisfaction on a scale (typically 1–5 or 1–10) and CSAT is calculated as the percentage of respondents who gave a positive rating (4–5 out of 5). A CSAT of 80% means 80 out of 100 respondents were satisfied or very satisfied.
Import a campaign export and see each metric placed against the benchmark for your industry and channel.
Get started freeInvite-only right now · 14-day free trial when you join
These benchmarks are drawn from a multi-source benchmark cohort aggregated across industries and regions, covering the period Q1 2023 – Q4 2024. Figures on this page come from the Benchmarketing benchmark dataset: thousands of curated benchmark observations spanning channels, industries, and US metro areas, refreshed on a published schedule. Every statistic traces to a named source — no anonymous “studies show.” Data is sourced from:
The Benchmarketing 4-Band Method reads every marketing metric against four percentile bands — P25 (bottom quartile), median, P75 (top quartile), and elite (top ~10%) — for a specific industry and channel, instead of a single cross-industry average. Averages blend brand and non-brand campaigns, $500/month and $500,000/month accounts, and unrelated industries into a number almost nobody actually has.
Benchmarks reflect median values across large sample sets. Your industry, business model, and account maturity will cause variation. Use P25/P75 ranges to understand realistic distribution.
Read full methodologyNPS Benchmarks
Net Promoter Score data
Churn Rate Benchmarks
Retention by industry
NRR Benchmarks
Net revenue retention
Email Marketing Benchmarks
Survey email performance
Customer LTV Benchmarks
Lifetime value by industry
SaaS Benchmarks
Full SaaS marketing data