Knowing your customers’ satisfaction levels is the key to sustained growth. That’s where CSAT Benchmarks come in. By using these benchmarks, you can see just how well—or poorly—you’re doing. That’s why we’ve put together a study that includes the leading industries and brands. That way, you have a reference point to improve continuously.
What are CSAT Benchmarks?
CSAT benchmarks measure overall customer satisfaction with products and services across different industries. Your customers rate their experience on a scale of 1 to 5. Companies aim for high CSAT scores—those above 4 or 5 on that scale—because they directly impact customer retention and brand loyalty.
Regular CSAT surveys help businesses track those scores and identify areas to improve. That means better customer experiences and higher satisfaction levels for your customers.
Companies like QuestionPro conduct studies to give users and the general public a sense of where customer satisfaction levels stand across key industries. These studies are valuable because they put each company’s efforts into perspective and help them identify actions to take to keep improving.
Why Should You Track Industry CSAT Benchmarks?
Let’s say you’re in the banking industry. Your CSAT score is 76%. That’s not bad, but knowing the industry average is 79% gives you a much clearer picture of where you stand. Top brands in your industry have scores above 80%. That means you could improve customer service or product offerings to reach the top tier.
Monitoring your own CSAT score over time will show you the results of your efforts—and how customers perceive your organisation. Comparing your score with top competitors in your niche will give you a clear idea of what you can improve on, what new measures to take, and which competitors to watch in an increasingly competitive market where customer experience matters.
CSAT Benchmarks for Top Industries in 2025
Customer Satisfaction Score (CSAT) benchmarks are a solid reference point for evaluating a company’s performance compared to industry standards. By analysing these benchmarks and implementing strategies to enhance customer experience, businesses can identify areas for improvement.
We surveyed 1,000 active users across major services and industries to calculate the CSAT for each sector and company in our study. That way, we can continue to provide value to business and organization leaders—and keep consumers at the heart of business strategies.
Here are the CSAT benchmarks by industry in 2025:
CSAT Benchmarks by Industry (2025 – Q1)
| Industry | CSAT Score (%) |
|---|---|
| Hotel and Hospitality | 82 |
| Banking and Financial Services | 79 |
| Grocery Retail | 78 |
| Big Box Retail | 76 |
| Airlines | 77 |
| Automotive | 76 |
| Insurance | 70 |
The results are clear: the Hotel and Hospitality industry is at the top (82%), followed closely by Banking and Financial Services (79%) and Grocery Retail (78%). But Insurance (70%) lags behind, indicating some challenges in customer experience.
How is CSAT Measured?
CSAT is typically measured by asking customers a simple question:
“How satisfied are you with [Product/Service]?”
Customers respond on a rating scale from 1 to 5. We then classify those responses as:
- 1-2 = Unsatisfied
- 3 = Neutral
- 4-5 = Satisfied
Once these responses are classified under these categories, the CSAT score is calculated using this formula:
CSAT Score = (Number of positive scores / Total number of responses) x 100
We invite you to read our complete guide to mastering this methodology: Customer Satisfaction (CSAT) Score
How to Improve and Exceed CSAT Benchmarks
Tracking CSAT scores is just the first step. Businesses must take action to enhance customer satisfaction and exceed industry benchmarks. That means implementing a series of strategies, which vary by industry. Here are some that apply to any business offering products and services to consumers:
1. Put Great Customer Support at the Heart of Your Business
Providing responsive, efficient and friendly customer service is crucial. Ensure customer concerns are addressed quickly and effectively through multiple support channels (chat, phone, email, etc.). That builds trust with your consumers and gives them an excellent opportunity to strengthen customer loyalty.
2. Improve Your Products and Services
Focusing on refining your products and services to meet customer expectations is a great way to improve your CSAT. Collecting data will give you insights into specific areas for improvement, so you can continue to meet your target audience’s actual needs.
3. Personalise Customer Interactions
Customers appreciate it when you tailor recommendations, messages, and interactions to their needs and preferences. That attention to detail shows you care about them—and reinforces their trust in your brand.
4. Monitor and Adjust
Keep a close eye on your CSAT scores over time. That way, you can see the results of your efforts and make adjustments to keep improving customer satisfaction.
Customer satisfaction is dynamic. That means you need to be able to adjust your strategies as you see trends emerge—and stay ahead of the competition. To do that, you need to understand what’s happening between your company and your customers. That’s where real-time feedback—and a close look at every touchpoint in the customer experience—comes in.
| ProTip: Getting the right tools in place makes implementing those strategies a lot easier.
How QuestionPro Customer Experience Can Help Improve Your CSAT
At QuestionPro, we’re dedicated to helping the industry improve customer satisfaction. We do that through resources like our NPS and CSAT Score reports—and by offering a suite of tools that help businesses like yours collect and analyze data to drive satisfaction.
With QuestionPro Customer Experience, you can:
- Create CSAT surveys that really work for you. You can design them, distribute them, and reach your customers through multiple channels. And you can use the insights you get to keep improving.
- Advanced data analytics make it easy to track and analyze CSAT trends over time and across different customer groups.
- Journey orchestration gives you valuable insights into customer satisfaction. That means you can implement strategies that drive higher retention and loyalty.
Want More Insights?
Want to see how other businesses are doing it? Download our Q1 2025 CX Benchmarking Report. You’ll get a detailed CSAT, NPS, and purchase intent analysis across major industries. You’ll see performance breakdowns from top brands like Toyota, JetBlue Airways, and Hyatt Hotels. That’s the data-driven advantage that can help you improve your CSAT today.
