Benchmarks
Customer Satisfaction (CSAT)
Read CSAT against your own channel and industry, not a single global number: national cross-industry satisfaction hovers around 77 on the 100-point ACSI scale, while survey-based CSAT for individual channels runs higher.
What is CSAT (Customer Satisfaction Score)? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 76.7 | U.S. national, cross-industry (ACSI index, 0-100) | ACSI, U.S. Overall Customer Satisfaction, Q1 2026 | 2026 |
| 76.9 | U.S. national, cross-industry (ACSI index, 0-100) | ACSI, National ACSI Q2 2025 press release | 2025 |
| 80 | E-commerce (ACSI index) | 1Flow, CSAT Benchmarks by Industry (ACSI data) | 2023 |
| 76 | Health insurance (ACSI index) | 1Flow, CSAT Benchmarks by Industry (ACSI data) | 2023 |
| 68 | Internet service providers (ACSI index) | 1Flow, CSAT Benchmarks by Industry (ACSI data) | 2023 |
| 78 | Software & SaaS (ACSI index) | 1Flow, CSAT Benchmarks by Industry (ACSI data) | 2022 |
| 88% | E-commerce, survey-based CSAT (Zendesk Benchmark) | Nicereply, Benchmarking CSAT/NPS/CES (Zendesk data) | 2022 |
| 89% | Travel & hospitality, survey-based CSAT (Zendesk Benchmark) | Nicereply, Benchmarking CSAT/NPS/CES (Zendesk data) | 2022 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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