{"id":1018829,"date":"2025-04-02T16:52:39","date_gmt":"2025-04-02T23:52:39","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1018829"},"modified":"2025-10-07T00:35:45","modified_gmt":"2025-10-07T07:35:45","slug":"csat-benchmarks","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/csat-benchmarks\/","title":{"rendered":"What Is a Good CSAT Score? CSAT Benchmarks 2025"},"content":{"rendered":"\n

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\u2014or poorly\u2014you’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.<\/p>\n\n\n\n\n\n

What are CSAT Benchmarks?<\/h2>\n\n\n\n

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\u2014those above 4 or 5 on that scale\u2014because they directly impact customer retention and brand loyalty.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

Why Should You Track Industry CSAT Benchmarks?<\/h3>\n\n\n\n

Let’s say you’re in the banking industry. Your CSAT score is 76%<\/strong>. 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.<\/p>\n\n\n\n

Monitoring your own CSAT score over time will show you the results of your efforts\u2014and 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.<\/p>\n\n\n\n

CSAT Benchmarks for Top Industries in 2025<\/h2>\n\n\n\n

Customer Satisfaction Score (CSAT) benchmarks<\/strong> 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<\/a>, businesses can identify areas for improvement.<\/p>\n\n\n\n

We surveyed 1,000 active users<\/strong> 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\u2014and keep consumers at the heart of business strategies.<\/p>\n\n\n\n

Here are the CSAT benchmarks by industry in 2025:<\/p>\n\n\n\n

CSAT Benchmarks by Industry (2025 \u2013 Q1)<\/strong><\/h3>\n\n\n\n
Industry<\/th>CSAT Score (%)<\/th><\/tr><\/thead>
Hotel and Hospitality<\/td>82<\/td><\/tr>
Banking and Financial Services<\/td>79<\/td><\/tr>
Grocery Retail<\/td>78<\/td><\/tr>
Big Box Retail<\/td>76<\/td><\/tr>
Airlines<\/td>77<\/td><\/tr>
Automotive<\/td>76<\/td><\/tr>
Insurance<\/td>70<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
\"CSAT-Benchmarks-2025\"<\/figure>\n\n\n\n

The results are clear: the Hotel and Hospitality industry<\/strong> is at the top (82%), followed closely by Banking and Financial Services (79%)<\/strong> and Grocery Retail (78%)<\/strong>. But Insurance (70%)<\/strong> lags behind, indicating some challenges in customer experience.<\/p>\n\n\n\n

How is CSAT Measured?<\/h2>\n\n\n\n

CSAT is typically measured by asking customers a simple question:<\/p>\n\n\n\n

“How satisfied are you with [Product\/Service]?”<\/strong><\/p>\n\n\n\n

Customers respond on a rating scale from 1 to 5. We then classify those responses as:<\/p>\n\n\n\n