Benchmarks
CSAT Survey Response Rate
Read a CSAT response rate against the channel it came from, not a single target. An email CSAT that lands near 15% and an in-product survey near 27% can both be healthy, because the delivery method — not how customers actually feel — drives most of the gap. Median response rates across all formats sit around 10%, so a small denominator is the norm, not a failure; what matters is whether the respondents represent your customer base.
What is CSAT Response Rate? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 9.98% | All survey formats, median (4,332 surveys across 460 companies) | Survicate, 2025 Survey Response Rate Benchmark Report | 2025 |
| 18.69% | Mobile in-product surveys, median | Survicate, 2025 Survey Response Rate Benchmark Report | 2025 |
| 7.64% | Website widget surveys, median | Survicate, 2025 Survey Response Rate Benchmark Report | 2025 |
| 27.52% | In-app surveys, average (1,382 surveys, 6.1M responses) | Refiner, In-App Survey Response Rate Benchmarks | 2025 |
| 26.29% | In-app CSAT surveys specifically | Refiner, In-App Survey Response Rate Benchmarks | 2025 |
| 20-25% | Email-based customer/CSAT surveys (accepted 2025 band) | Clootrack, Average Survey Response Rate in 2025 (citing SurveyLab) | 2025 |
| 40-50% | SMS / text-message CSAT pulse surveys | Clootrack, Average Survey Response Rate in 2025 | 2025 |
| ~15% (long tail from 4-8% up to 40%+) | Post-interaction CSAT, most common rate across hundreds of companies | CustomerSure, What is a good survey response rate for CSAT surveys? | 2024 |
| 10-30% (good); >30% (excellent) | External online customer surveys, general benchmark | SurveyMonkey, What is a Good Survey Response Rate? | 2024 |
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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