Average support CSAT across Simplesat customers was 87.8% from 2,899,004 responses in 2025, with equal weight per account (Simplesat, Sep 2026, vendor data). The US national ACSI score was 76.1 out of 100 in Q2 2026 (ACSI, Q2 2026).
These two CSAT benchmarks sit on different scales: a share of 4 and 5 ratings, and a 0 to 100 index. Several top-ranking CSAT pages and Google’s AI Overview still print ACSI index points as CSAT percentages.
Below are 60+ CSAT benchmark statistics, each linked to its original publisher, checked in October 2026 and based on data from 2023 or later. Every customer satisfaction benchmark here is free to cite, from good-score spreads and ACSI scores by industry to sector numbers. Then comes what to do about a weak CSAT.
Key CSAT Benchmark Statistics
These are the CSAT industry benchmarks that matter most, one per category, each traced to its owner and labelled with its scale.
| Category | Statistic | Source |
|---|---|---|
| US national satisfaction | 76.1 out of 100 on the American Customer Satisfaction Index (ACSI), Q2 2026 | ACSI, Q2 2026 |
| Average support CSAT % | 87.8% average support CSAT (share of 4 and 5 ratings), equal weight per account, across 2,899,004 responses, 2025 | Simplesat, Sep 2026, vendor data |
| Companies at 90%+ CSAT | 62.5% of Simplesat customer companies scored 90% CSAT or higher, one full-year score per company, 2025 | Simplesat, Sep 2026, vendor data |
| Highest-scoring ACSI industry | Financial advisors and full-service restaurants tied at 82 on the ACSI index (0 to 100), the highest industry score on this page; financial advisors’ 82 is a record high (fieldwork Jan to Dec 2025); full-service restaurants fieldwork Apr 2025 to Mar 2026; 2026 studies | ACSI, Feb 2026; ACSI, 2026 study |
| Lowest-scoring private industry | Subscription TV scored 72 on the ACSI index (0 to 100), the lowest private-industry score among the ACSI studies on this page, 2026 study | ACSI, 2026 study |
| Industry vs company-size spread | Support CSAT spread 19 points between the highest- and lowest-scoring industries, against 6.7 points across company-size bands, 2025 | Simplesat, Sep 2026, vendor data |
| Consumer satisfaction with customer service | 45% of consumers are satisfied or very satisfied with customer service across brands, n = 9,500 in 13 countries, fieldwork Nov to Dec 2024 (consumer survey) | Capgemini Research Institute, Mar 2025 |
| IT service desk phone CSAT | IT service desks averaged 81.1% customer satisfaction on voice, service desks in 19 countries, 2023 data | MetricNet, 2023 data, vendor data |
| Satisfaction trend | 20% of CX Index scores improved and 8% declined among brands Forrester evaluated in both 2025 and 2026, in Asia Pacific, Europe and North America | Forrester, Jun 2026 |
| CSAT survey response rate | 7.5% median response rate for website widget and mobile in-app CSAT surveys (responses per survey view), 560 surveys from 145 companies, 2025 | Survicate, Aug 2026, vendor data |
| Satisfaction vs advocacy | The share of Simplesat customer companies at 90%+ CSAT (62.5%) is 37.4 percentage points higher than the share at NPS 70+ (25.1%), different company sets, 2025 | Our calculation from Simplesat, Sep 2026 figures |
We used original publishers only: the ACSI, vendor platform reports with a stated sample, regulators and research firms. Each CSAT benchmark names its scale, and vendor data, small samples and our calculations are labelled.
The two largest sources are built differently. The American Customer Satisfaction Index (ACSI) conducts more than 200,000 interviews a year across about 400 companies (ACSI).
Simplesat weights every account equally within each month, so an account with 10 responses counts as much as one with 1,000 (Simplesat, Sep 2026). Older figures that still circulate appear only in the “don’t hold up” table.
What Is a Good CSAT Score?
On Simplesat’s 2025 data, a good CSAT score is 90% or higher, which is the norm for a support team. 62.5% of Simplesat customer companies scored 90% support CSAT or higher in 2025, across 2,899,004 CSAT responses (Simplesat, Sep 2026). Vendor data.
So is 90% customer satisfaction good? It is typical here, and a score under 80% sits in the bottom 22.1% of companies (our calculation from Simplesat, Sep 2026 figures).
The CSAT score is the share of survey responses rated 4 or 5 on a 1 to 5 scale. How to calculate CSAT: CSAT % = satisfied responses ÷ total responses × 100.
Three different scales travel under the CSAT name, and the table shows how each is calculated and what range it runs on.
| Scale | How it is calculated | Range |
|---|---|---|
| Top-2-box CSAT % | Ratings of 4 and 5 ÷ all ratings × 100 | 0 to 100, as a percentage |
| Mean score out of 5 | Sum of all ratings ÷ number of responses | 1 to 5 |
| ACSI index | Model-weighted satisfaction of US consumers | 0 to 100 index points, not a % |
The CSAT score range that companies actually reach is shown below, using one full-year top-2-box score per Simplesat customer company in 2025.
| CSAT band | Share of companies | Source |
|---|---|---|
| Under 60% | 7.4% | Simplesat, Sep 2026, vendor data |
| 60% to 69% | 6.4% | Simplesat, Sep 2026, vendor data |
| 70% to 79% | 8.3% | Simplesat, Sep 2026, vendor data |
| 80% to 89% | 15.4% | Simplesat, Sep 2026, vendor data |
| 90% to 100% | 62.5% | Simplesat, Sep 2026, vendor data |
Most companies score 90% or higher on support CSAT
Share of Simplesat customer companies in each CSAT band, 2025 (vendor data)
| Item | Share of Simplesat customer companies in each CSAT band, 2025 (vendor data) |
|---|---|
| Under 60% | 7.4% |
| 60% to 69% | 6.4% |
| 70% to 79% | 8.3% |
| 80% to 89% | 15.4% |
| 90% to 100% | 62.5% |
No standards body sets an industry standard CSAT score, so an owner’s company distribution like this one is the closest data-based reference.
Takeaway: On a top-2-box support survey, read 90% as the typical result, not a stretch goal, and set targets from your team’s band.
CSAT Benchmark Statistics: The Numbers That Matter in 2026
A CSAT benchmark means little without who measured it, on which scale and when, so every number below carries its scale, sample and year.
What Is the Average CSAT Score?
The average CSAT score across Simplesat customers was 87.8% support CSAT in 2025, a mean of monthly account scores over 2,899,004 responses (Simplesat, Sep 2026). Vendor data.
| Measure | Statistic | Source |
|---|---|---|
| Platform average support CSAT %, Simplesat customers, 2025 | 87.8% across 2,899,004 responses, equal weight per account | Simplesat, Sep 2026, vendor data |
| Monthly average support CSAT %, Jan to Dec 2025 | Stayed between 86.3% and 89.1% in every month | Simplesat, Sep 2026, vendor data |
| Spread between segments, Simplesat customers, 2025 | 19 points from Technology (highest) to Consumer Products (lowest), against 6.7 points across company-size bands; each industry’s score is in the table under Customer Satisfaction by Sector | Simplesat, Sep 2026, vendor data |
| Median CSAT % per survey, Survicate customers, 2025 | 80.0% across 1,259 surveys from 370 companies, surveys with 30+ responses | Survicate, Aug 2026, vendor data |
The two owner averages sit 7.8 points apart (our calculation from Simplesat, Sep 2026 and Survicate, Aug 2026 figures). Simplesat averages accounts while Survicate takes the median of surveys from a different survey mix and customer base. Neither is wrong, and they are never averaged.
Takeaway: Compare your average only with a benchmark weighted the same way (pooled responses or one score per account) and taken over the same period.
Why Do CSAT Benchmarks Disagree?
CSAT benchmarks disagree because each one asks a different group about a different event. 45% of consumers in 13 countries are satisfied or very satisfied with the customer service they receive (fieldwork Nov to Dec 2024) (Capgemini, Mar 2025). That differs from support CSAT % and the ACSI index.
| Benchmark | Who answered | Scope and year | Statistic | Source |
|---|---|---|---|---|
| Capgemini consumer survey | Consumers in 13 countries | n = 9,500, fieldwork Nov to Dec 2024 | 45% satisfied or very satisfied with customer service across brands | Capgemini, Mar 2025 |
| Capgemini consumer survey, US subset | US consumers in the same survey | US base not stated, fieldwork Nov to Dec 2024 | 55% satisfied or very satisfied with customer service across brands | Capgemini, Mar 2025 |
| Forrester US Customer Satisfaction Rankings | 98,363 US consumers rating 223 brands | 13 industries, 2024 | Forrester’s CSAT measure fell 1 percentage point, and nine of 13 industry averages fell significantly | Forrester, Sep 2024 |
The two Capgemini rows ask the same question of different populations. Forrester rates brands rather than support contacts, so the three rows differ by scope and are never averaged.
Takeaway: Pick the benchmark whose scale and survey event match your own. A survey sent after a support contact belongs next to support CSAT %, not next to consumer opinion of brands.
Is Customer Satisfaction Rising or Falling?
The average customer satisfaction score for the US is slipping. The national ACSI index read 76.1 out of 100 in Q2 2026, 0.8 points below Q2 2025 (ACSI, Q2 2026 table).
Across Asia Pacific, Europe and North America, more brands improved than declined on Forrester’s CX Index between 2025 and 2026 (Forrester, Jun 2026).
| Period | Measure | Value | Source |
|---|---|---|---|
| Q2 2025 | ACSI national index (0 to 100), US | 76.9 | ACSI, Q2 2026 table |
| Q1 2026 | ACSI national index (0 to 100), US | 76.7 | ACSI, Q2 2026 table |
| Q2 2026 | ACSI national index (0 to 100), US | 76.1 | ACSI, Q2 2026 table |
| Q2 2025 to Q2 2026 | Change in the ACSI national index, US | Down 0.8 points | Our calculation from ACSI, Q2 2026 table figures |
| 2025 to 2026 | Forrester CX Index, brands evaluated in both 2025 and 2026 in Asia Pacific, Europe and North America | 20% of brands improved, 8% declined | Forrester, Jun 2026 |
| Aug to Sep 2023 | Energy suppliers’ customer service satisfaction, Great Britain (regulator survey %, UK), n = 3,742 | 62% | Ofgem, Feb 2024 |
| Jan 2026 | Energy suppliers’ customer service satisfaction, Great Britain (regulator survey %, UK), n = 3,911 | 77%, an all-time high | Ofgem, May 2026 |
The Ofgem series rose 15 percentage points between those two waves (our calculation from Ofgem, Feb 2024 and Ofgem, May 2026 figures).
Takeaway: Read your own CSAT trend against the national direction before reacting to one survey wave. A single wave can move against the series around it.
What CSAT Do Support Teams Get by Channel?
No current owner publishes phone, email and chat CSAT % for customer service across industries. The closest support-channel figure is voice: IT service desks averaged 81.1% customer satisfaction on voice in 2023 data (MetricNet, 2023 data). Vendor data.
| Channel | Statistic | Scale | Source |
|---|---|---|---|
| Page or shareable-link survey (a survey format, not a support channel) | 86.2% median CSAT, 699 surveys from 261 companies, 2025 | CSAT % | Survicate, Aug 2026, vendor data |
| IT service desk voice support | 81.1% average customer satisfaction, service desks in 19 countries, 2023 data | CSAT % | MetricNet, 2023 data, vendor data |
| Phone support with an AI assistant | Satisfaction 20 points lower than among callers who met no AI assistant, US wireless customers, n = 57,339, Dec 2025 to May 2026 | J.D. Power 1,000-point index | J.D. Power, 2026 study |
Takeaway: Compare each channel’s CSAT only with the same channel on the same scale. CSAT metrics from a 1,000-point index and from a link survey can’t sit on one line. How each customer satisfaction metric is calculated is in our guide.
How Many Customers Answer CSAT Surveys?
The median CSAT survey response rate was 7.5% of survey views in 2025, with the middle half between 3.6% and 17.1% (Survicate, Aug 2026). Vendor data, 560 website widget and mobile in-app surveys from 145 companies.
| Survey channel | Response rate | Source |
|---|---|---|
| Website widget and mobile in-app CSAT surveys (page and link surveys excluded) | 7.5% median, responses per survey view, 2025 | Survicate, Aug 2026, vendor data |
| Mobile in-app CSAT surveys | 20.2% median, responses per survey view, 2025 | Survicate, Aug 2026, vendor data |
| Ecommerce CSAT surveys, 600 brands | 9.76% of invitations sent, against 22.54% for CES and 4.5% for NPS, 2025 | Retently, 2025 data, vendor data |
Survicate counts responses per survey view, while Retently counts responses per invitation sent, so the rates measure different things and are never averaged.
Takeaway: Report your response rate with its denominator (views or invitations sent), so it is compared with the owner that counts the same way.
Does a High CSAT Mean Loyal Customers?
A high CSAT does not mean loyal customers on its own. In 2025, 62.5% of Simplesat customer companies scored 90% CSAT or higher, but 25.1% reached NPS 70+ (Simplesat, Sep 2026). Vendor data.
Both shares come from the same platform and year. Far more companies measure CSAT than NPS, so the shares come from different company sets. For NPS by industry, see our net promoter score benchmarks report.
Technology companies posted the highest support CSAT of Simplesat’s eight industries in 2025, yet ranked seventh of eight on NPS (Simplesat, Sep 2026). Vendor data.
NPS is the share of promoters minus the share of detractors on a 0 to 10 scale.
| Measure | Statistic | Source |
|---|---|---|
| Average NPS, Simplesat customers | 52, across 605,443 NPS responses, 2025 | Simplesat, Sep 2026, vendor data |
| Highest CSAT band (90 to 100%) vs highest NPS band (70 to 100) | 37.4 percentage points smaller share of companies at NPS 70 to 100, Simplesat customer companies, different company sets, 2025 | Our calculation from Simplesat, Sep 2026 figures |
| CSAT vs NPS response volume | CSAT responses outnumber NPS responses 4.8 to 1 in the same 2025 dataset | Our calculation from Simplesat, Sep 2026 figures |
| What satisfied customers do | 4.1x more likely to recommend, 3.8x more likely to trust, 2.3x more likely to buy more; 20,000 consumers in 14 countries, fieldwork Q3 2025 | Qualtrics XM Institute, 2026 Global Consumer Experience Trends Report |
Takeaway: A ticket survey scores one contact, not the whole account.
CSAT Benchmarks by Industry (ACSI Scores)
ACSI scores are the broadest public consumer satisfaction scores by industry, but they are a 0 to 100 index for US consumers, not a CSAT %. The table covers 18 industries from the ACSI 2025 and 2026 studies, sorted high to low, with the company range where ACSI publishes one.
Teams that need CSAT benchmarks by industry for a support CSAT % should use the support CSAT % by industry table under “Customer Satisfaction by Sector”.
The US national average customer satisfaction score and its trend are in “Is Customer Satisfaction Rising or Falling?” above.
| Industry | ACSI score (0 to 100) | Range among rated companies (lowest to highest) | Study year | Source |
|---|---|---|---|---|
| Financial advisors | 82 | Chase and Edward Jones 77 to Fidelity and Merrill 82 | 2026 study (fieldwork Jan to Dec 2025) | ACSI, Feb 2026 |
| Full-service restaurants | 82 | First Watch 72 to LongHorn Steakhouse and Texas Roadhouse 82 | 2026 study (fieldwork Apr 2025 to Mar 2026) | ACSI, 2026 study |
| Banks | 80 | Segments 77 to 83; national banks Citibank 75 to Chase 80; super regionals BMO 70 to USAA Bank 82 (military-affiliated members only) | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| Specialty retailers | 80 | Signet Jewelers and American Eagle 74 to Home Depot, Lowe’s, Menards and ODP 81 | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| Online retailers | 79 | GameStop 71 to Amazon, Nordstrom and Chewy 82 | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| General merchandise retailers | 79 | Big Lots 71 to Sam’s Club 83 | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| Quick-service restaurants | 79 | McDonald’s and Dairy Queen 72 to Jersey Mike’s 84 | 2026 study (fieldwork Apr 2025 to Mar 2026) | ACSI, 2026 study |
| Credit unions | 78 | Not published | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| Supermarkets | 78 | Giant Eagle 73 to Trader Joe’s 86 | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| Lodging | 77 | Wyndham 70 to Airbnb and Hilton 79 | 2026 study (fieldwork Apr 2025 to Mar 2026) | ACSI, Apr 2026 |
| Wireless phone service | 77 | Boost Mobile and Total Wireless 74 to Consumer Cellular 84 | 2026 study (fieldwork Apr 2025 to Mar 2026) | ACSI, 2026 study |
| Hospitals | 77 | Not published | 2025 study (fieldwork Oct 2024 to Sep 2025) | ACSI, 2025 study |
| Airlines | 76 | Spirit 66 to Delta 79 | 2026 study (fieldwork Apr 2025 to Mar 2026) | ACSI, Apr 2026 |
| Health insurance | 76 | Cigna 74 to Humana 79 | 2025 study (fieldwork Oct 2024 to Sep 2025) | ACSI, 2025 study |
| Internet service providers | 73 | Frontier 63 to Verizon 5G Home Internet 79 | 2026 study (fieldwork Apr 2025 to Mar 2026) | ACSI, 2026 study |
| AI platforms | 73 | Grok and Perplexity 71 to Gemini 76 | First measurement (fieldwork Mar 2026) | ACSI, Mar 2026 |
| Energy utilities | 73 | By utility type: electric investor-owned 72 to cooperatives 77 | 2026 study (fieldwork Jan to Dec 2025) | ACSI, 2026 study |
| Subscription TV | 72 | Optimum 64 to Verizon Fios 79 | 2026 study (fieldwork Jul 2025 to Jun 2026) | ACSI, 2026 study |
Takeaway: Read your industry’s row as a sector reference point for consumer ratings, not as a target for your own support CSAT %. The company range shows how far one brand can sit above or below its sector.
Customer Satisfaction by Sector: Support CSAT and ACSI Touchpoints
Each customer satisfaction benchmark below names its scale: support CSAT %, an ACSI touchpoint sub-score (0 to 100), a consumer survey % or a UK regulator survey %. Industry-wide ACSI scores stay in the by-industry table.
For what is a good CSAT score by industry, start from Simplesat’s 2025 industry averages, from 3,504,447 CSAT and NPS responses (vendor data).
| Industry | Support CSAT % | NPS | Source |
|---|---|---|---|
| Technology | 92.4% | 45 | Simplesat, Sep 2026, vendor data |
| Industrial & Manufacturing | 91.3% | 46 | Simplesat, Sep 2026, vendor data |
| Professional Services | 90.7% | 60 | Simplesat, Sep 2026, vendor data |
| Healthcare & Life Sciences | 88.6% | 74 | Simplesat, Sep 2026, vendor data |
| Energy & Utilities | 86.0% | 58 | Simplesat, Sep 2026, vendor data |
| Marketing & Media | 80.7% | 43 | Simplesat, Sep 2026, vendor data |
| Retail & Wholesale | 78.5% | 47 | Simplesat, Sep 2026, vendor data |
| Consumer Products | 73.4% | 60 | Simplesat, Sep 2026, vendor data |
- Software and SaaS: technology companies averaged 92.4% support CSAT in 2025 (Simplesat, Sep 2026, vendor data).
- Retail and ecommerce: Retail & Wholesale companies averaged 78.5% support CSAT in 2025 (Simplesat, Sep 2026, vendor data).
- Banking: banks’ call center satisfaction scored 82 on the ACSI index (0 to 100), 2026 study (ACSI, 2026 study).
- Telecom and internet: non-fiber ISP call center satisfaction scored 70 on the ACSI index (0 to 100), 2026 study (ACSI, 2026 study).
- Healthcare: Healthcare & Life Sciences companies averaged 88.6% support CSAT in 2025 (Simplesat, Sep 2026, vendor data).
- Travel and hospitality: airline call center satisfaction scored 81 on the ACSI index (0 to 100), 2026 study (ACSI, 2026 study).
#1 Software and SaaS CSAT Benchmarks
SaaS companies’ median CSAT was 77.8% in 2025, under the 80.0% all-survey median, across 87 SaaS companies (Survicate, Aug 2026, small sample (n = 275 surveys)).
No owner publishes a B2B SaaS-only support CSAT benchmark with a stated sample. Survicate’s SaaS median and Simplesat’s Technology average in the table above are the closest references.
Takeaway: Benchmark post-ticket support surveys against Simplesat’s Technology average, and all-format survey programs against Survicate’s SaaS median.
#2 Retail and Ecommerce CSAT Scores
Retail and ecommerce CSAT scores sit under the cross-industry support average. On ACSI, support is one of online retail’s weakest touchpoints (78 vs 88 for the app).
- Online retail’s helpfulness of customer support scored 78 on the ACSI index (0 to 100), 2026 study (ACSI, 2026 study).
- Online retail’s support helpfulness ranks among the lowest of 15 ACSI touchpoints, against 88 for mobile app quality (ACSI, 2026 study).
Takeaway: In ecommerce, support is one of the weakest touchpoints, so check your post-contact CSAT trend before app or checkout scores. Read the ACSI sub-score as a perception reference, not a % target.
#3 Banking and Financial Services Satisfaction Scores
Bank call center satisfaction rose from 81 to 82 on the ACSI index (0 to 100), 2026 study, fieldwork 2025 (ACSI, 2026 study).
- Bank call center satisfaction was 84 for regional and community banks, 82 national and 79 super regional, ACSI 2026 study (ACSI, 2026 study).
- 45% of consumers are satisfied or very satisfied with banks’ customer service, consumer survey, fieldwork Nov to Dec 2024 (Capgemini Research Institute, Mar 2025).
Takeaway: For bank and fintech phone support, track your CSAT % trend next to your bank type’s call-center sub-score. Never compare the two numbers directly.
#4 Telecom and Internet Provider Satisfaction Scores
Non-fiber internet providers’ satisfaction is weakest at the call center. Non-fiber ISP call centers rose from 67 to 70 on the ACSI index (0 to 100), 2026 study (ACSI, 2026 study).
- Non-fiber ISP call centers rank lowest of 14 ACSI touchpoints, 1 point under the non-fiber ISP score of 71 (ACSI, 2026 study).
- UK complaint-handling satisfaction in 2024 was 61% for mobile, 60% for landline and 58% for broadband, regulator survey (Ofcom, May 2025).
Takeaway: UK provider teams should compare complaint handling with the Ofcom series. US teams can read the ACSI call-center sub-score on its own 0 to 100 scale, never against their CSAT %.
#5 Healthcare CSAT Scores
Healthcare & Life Sciences ranked fourth of eight industries on support CSAT in 2025 (Simplesat, Sep 2026, vendor data). Healthcare & Life Sciences also led all industries on NPS in 2025, 14 points ahead of the next-highest industry (Simplesat, Sep 2026, vendor data).
- Hospital emergency rooms scored 72 on the ACSI index (0 to 100), 2025 study, fieldwork Oct 2024 to Sep 2025 (ACSI, 2025 study).
- Hospital inpatient care scored 81 and outpatient care 83 on the ACSI index (0 to 100), 2025 study (ACSI, 2025 study).
Takeaway: Benchmark against the care setting that matches your contacts, not the hospital average.
#6 Travel and Hospitality Satisfaction Scores
Travel and hospitality satisfaction at airline call centers rose from 76 to 81 on the ACSI index (0 to 100), 2026 study (ACSI, 2026 study).
- 39% of consumers are satisfied or very satisfied with travel and hospitality providers’ customer service, consumer survey, 2024 (Capgemini Research Institute, Mar 2025).
Takeaway: Track your own CSAT % trend next to the call-center sub-score, and fix your weakest touchpoint first rather than chasing the industry score.
What to Do If Your CSAT Looks Like This
If your own CSAT score matches a pattern below, run the check in the middle column before you change targets or staffing.
| Signal | What to do first | The stat behind it |
|---|---|---|
| Your top-2-box CSAT % is under 80% | Check that your weighting (pooled responses or per-account average) matches the owner’s, then set a target band from the company distribution, not from guidance ranges | 22.1% of Simplesat customer companies scored under 80% support CSAT in 2025. Our calculation from Simplesat, Sep 2026 figures |
| You compare your CSAT % with an ACSI score | Compare your CSAT % only with an owner CSAT % benchmark, and read the ACSI as context for US consumer expectations | 87.8% average support CSAT across 2,899,004 responses in 2025 (Simplesat, Sep 2026, vendor data), against a US national ACSI of 76.1 on a 0 to 100 index in Q2 2026 (ACSI, Q2 2026) |
| Your monthly CSAT moves by a few points | Check how many responses sit behind each month before you react to one month’s drop; teams under about 1,000 responses a month can see moves of 2 points or more by chance | The monthly platform average stayed between 86.3% and 89.1% CSAT through 2025 (Simplesat, Sep 2026, vendor data) |
| Your CSAT is high but your NPS is low | Read support CSAT next to a relationship measure such as NPS before you call customers loyal | Technology companies averaged 92.4% CSAT in 2025, the highest of eight industries, while their NPS of 45 ranked seventh (Simplesat, Sep 2026, vendor data) |
| Fewer customers answer your survey than the channel benchmark | Show the survey in-app where possible, or widen the reporting window before you read a small gap against a benchmark | The median CSAT survey response rate was 7.5% per view in 2025, and 20.2% for surveys shown in mobile apps (Survicate, Aug 2026, vendor data) |
| Your phone CSAT trails your other channels | Rescore every channel on the same scale, then compare phone CSAT per call type before you change routing or staffing | IT service desks averaged 81.1% customer satisfaction on voice in 2023 (MetricNet, 2023 data, vendor data); US wireless customers who met an AI assistant on a support call scored 20 points lower on a 1,000-point index (J.D. Power, 2026 study); non-fiber ISPs’ call center scored 70 on the ACSI index (0 to 100), 1 point under the non-fiber ISP score of 71 (ACSI, 2026 study), a consumer-side pattern, not a target for your CSAT % |
Worked example: when a monthly CSAT move is noise. Take a B2B support team closing 2,000 tickets a month, and assume every ticket’s survey is viewed. At the 7.5% median response rate, that team collects 150 responses a month.
At an 87.8% CSAT score, 150 responses give a 95% margin of error of plus or minus 5.2 points. That is wider than the 2.8-point range the platform average moved across all of 2025, so one weak month can be noise.
A margin of plus or minus 2 points needs 1,029 responses. At a 7.5% response rate, that means 13,717 viewed surveys a month. A team of this size should widen the reporting window or raise responses before reading small moves.
We used the normal-approximation 95% interval, 1.96 × √(p(1 − p)/n), on Simplesat’s 2025 figures. Survicate’s 7.5% excludes page and link surveys, so it stands in as an assumed rate for ticket surveys. We assume every survey is viewed: 1,028.75 ÷ 7.5% = 13,717.
CSAT Stats You’ll See Quoted That Don’t Hold Up
These six numbers circulate on top-ranking pages and in Google’s AI Overview; we traced each one back to where it starts.
| The statistic | Where it circulates | What the trail shows |
|---|---|---|
| “A good CSAT score is 70% to 85%” and “A good CSAT is 75% to 85%” | SurveyMonkey, SurveyVista, SurveySparrow, RevOS, Perspective and the AI Overview | SurveyMonkey gives 70% to 85% as its own guidance, with no study or sample. The 75% to 85% version cites a ‘Salesforce 2026 CSAT report’ we could not find and ends at a Fullview blog (Sep 2022) quoting ACSI index points. |
| “90%+ CSAT puts you in the top 5% of companies” | Armatis, the AI Overview and contact center roundups | Armatis calls its score bands “commonly accepted” and gives no source. The likely origin is an SQM Group blog (Jul 2022) on about 5% of call centers reaching 85% top-box, a different measure and population. |
| ACSI scores printed as CSAT %, such as “Online retailers: 80%”, “Supermarkets: 79%”, “telecom 68%” and “public sector 62%” | SurveyMonkey, Armatis, Perspective and the AI Overview’s “average CSAT by industry” table | The retail values match ACSI’s 2024 report (2023 fieldwork): 0 to 100 index points, not shares of satisfied customers, two editions old. Telecom 68 and public sector 62 match no current ACSI row. |
| “SaaS CSAT averages 78%” | Armatis, Perspective, Kustomer, SurveySparrow, Fullview and the AI Overview | The trail ends at a Fullview blog (Sep 2022) giving “Software and SaaS: 78 in 2022”, an ACSI index score relabelled as a CSAT %. A current SaaS survey median and the closest support reference are in “#1 Software and SaaS CSAT Benchmarks”. |
| “Live chat satisfaction 92%, phone 88%, email 85%, Facebook 84%, Twitter 77%” | SurveyVista, Unthread and stats roundups | The figures come from a Zendesk press release of 20 May 2015, built on Zendesk Benchmark data from Q1 2015. Zendesk has published no current channel CSAT equivalent. |
| “One in three customers (32%) will walk away from a brand they love after a single bad experience” | Perspective and most CX stats roundups | The number is from PwC’s “Experience is everything” (Mar 2018), a 2017/18 survey of 15,000 consumers in 12 countries. PwC has published no newer data on it. |
What the 2026 CSAT Numbers Say
The scale changes what “good” means in these CSAT benchmarks: 87.8% average support CSAT and a 76.1 ACSI index are different measures, not a gap. In 2025, support CSAT varied 19 points across industries but only 6.7 points across company sizes.
The share of Simplesat customer companies at 90%+ CSAT was 37.4 percentage points higher than the share at NPS 70+, different company sets. Is your own CSAT a share of 4 and 5 ratings, weighted per account or per response, and sent after a closed ticket?
If you have last month’s rating counts, the CSAT calculator turns them into a top-2-box score with its margin of error.
Frequently Asked Questions
How often are CSAT benchmarks updated?
As of October 2026, the US national ACSI score is updated four times a year (ACSI, cross-industry method). Most ACSI industry studies are updated once a year on a 12-month fieldwork window. The health care page shows 2025 as its most recent data (ACSI, health care industry page). Simplesat’s CSAT benchmark covers one calendar year of responses, 1 January to 31 December 2025 (Simplesat, Sep 2026).
Can CSAT benchmarks be compared across countries?
Only side by side: the UK Customer Satisfaction Index was 78.3 out of 100 in July 2026 (Institute of Customer Service, Jul 2026). The July 2026 UKCSI draws on 59,500 customer experiences across 277 organisations and organisation types in 13 sectors. Each UKCSI score is a weighted average customer rating times ten (Institute of Customer Service, UKCSI method). The ACSI covers US consumers only, on its own model. Read national indexes built on different models and populations next to each other, and don’t subtract one from the other.
What CSAT do AI chatbots get?
AI-resolved chats on Taobao scored 0.858 points lower on a 5-point scale than human-handled chats in August 2024 (Wang et al., arXiv, May 2026). The result comes from a randomized field experiment in China, on 1,208 rated chats that an AI agent fully resolved without human escalation. The paper is an arXiv preprint, not peer-reviewed, so treat the gap as directional when you set a target for your own chatbot.
How many responses does a CSAT score need?
Simplesat’s 2025 benchmark leaves out any segment with fewer than 5 companies or fewer than 1,000 responses (Simplesat, Sep 2026). Vendor data. Simplesat states no public minimum for a single company’s CSAT score. For a small team, your own score needs enough responses for a monthly change to exceed its margin of error. The worked example in What to Do If Your CSAT Looks Like This shows that arithmetic.
What is a good NPS and CSAT score?
In Simplesat’s 2025 data, 52.3% of companies scored an NPS of 50 or above and 25.1% scored 70 or above (Simplesat, Sep 2026). Vendor data. NPS runs from -100 to 100, and 8.6% of Simplesat companies scored below 0 in the same year (Simplesat, Sep 2026). An NPS of 70 or higher puts you in the top quarter of this dataset. For CSAT, see the company distribution in What Is a Good CSAT Score?
What are the 5 basic levels of customer satisfaction?
The five levels, very satisfied to very dissatisfied, split 41%, 36%, 14%, 4% and 2% among GB energy customers in January 2026 (Ofgem, May 2026). Customers rated their supplier’s customer service, 3% were unsure, and the survey is a UK regulator survey. Scored as top-2-box CSAT, the same answers give 79.4% of those who rated; scored as a mean, they give 4.13 out of 5. Our calculation from Ofgem, May 2026 figures.
Is 80% CSAT good?
An 80% CSAT sits inside the middle half of Survicate’s 2025 CSAT surveys, which scored between 64.8% and 90.0% (Survicate, Aug 2026, vendor data). The top quartile starts at 90.0%, across 1,259 surveys from 370 companies. On this second owner’s data, 80% is a mid-range score, 10 points below where the top quartile starts. On Simplesat’s 2025 company distribution, 80% to 89% sits below 62.5% of companies (see What Is a Good CSAT Score?).
