CSAT Score Benchmarks (2026)
Converge Team
The global average csat score is 78%. Good teams target Above 85%, and excellent teams achieve Above 92%. These benchmarks are compiled from Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025) and other publicly available industry reports.
What Is CSAT Score?
Customer Satisfaction Score measures how satisfied customers are with a specific support interaction, typically on a 1-5 scale converted to a percentage.
CSAT Score by Industry
CSAT Score varies significantly by industry. Industries with simpler, higher-volume queries (e-commerce, restaurants) tend to have better numbers than those with complex, compliance-heavy interactions (healthcare, fintech).
| Industry | Average | Good | Excellent |
|---|---|---|---|
| SaaS | 80% | 85% | 92% |
| E-commerce | 82% | 87% | 94% |
| Fintech | 76% | 81% | 88% |
| Healthcare | 74% | 79% | 86% |
| Agencies | 81% | 86% | 93% |
| Fashion | 85% | 90% | 97% |
| Beauty & Cosmetics | 86% | 91% | 98% |
| Gaming | 77% | 82% | 89% |
| Crypto & Web3 | 72% | 77% | 84% |
| Travel & Tourism | 75% | 80% | 87% |
| Hospitality | 83% | 88% | 95% |
| Restaurants | 84% | 89% | 96% |
| Hotels | 82% | 87% | 94% |
| Real Estate | 73% | 78% | 85% |
| Education | 79% | 84% | 91% |
CSAT Score by Channel
Channel choice has a major impact on csat score. Messaging channels (chat, WhatsApp) consistently outperform email and social media.
| Channel | Average |
|---|---|
| Live Chat | 82% |
| 85% | |
| 75% | |
| Social Media | 71% |
| Phone | 78% |
CSAT Score by Company Size
Larger teams don't always mean better metrics. Company size affects csat score through staffing, tooling, and process maturity.
| Company Size | Average |
|---|---|
| Small (1-10 agents) | 81% |
| Medium (11-50 agents) | 78% |
| Enterprise (50+ agents) | 76% |
Year-over-Year Trends
CSAT Score has been improving steadily as teams adopt AI, automation, and messaging-first strategies.
| Year | Average | Notes |
|---|---|---|
| 2024 | 76% | Post-pandemic support normalization |
| 2025 | 78% | AI augmentation improving consistency |
| 2026 | 80% | Personalization driving satisfaction up |
How to Improve Your CSAT Score
Respond faster -- response time is the #1 predictor of CSAT scores
Personalize replies using customer name, company, and context from notes
Follow up after resolution to confirm the issue is truly fixed
Train agents on empathetic language -- tone matters as much as the solution
Survey immediately after resolution while the experience is fresh
Sources: Industry composite aggregated from MetricNet, HDI, and LiveChatAI benchmarks (2025). Benchmarks are compiled from publicly available industry reports and may vary significantly by company size, geography, support methodology, and channel mix. These figures represent approximate cross-industry averages and should be used as directional guidance, not precise targets.
Frequently Asked Questions
The global average csat score is 78%. A good target is Above 85%, and excellent teams achieve Above 92%. These vary significantly by industry and channel.
CSAT Score varies widely. SaaS averages 80%, E-commerce averages 82%, Fintech averages 76%. See the full industry breakdown table above.
Live Chat typically has the best csat score at 82%. Phone tends to be slower at 78%.
Key strategies: Respond faster -- response time is the #1 predictor of CSAT scores. Personalize replies using customer name, company, and context from notes. See our detailed improvement tips section above for all 5 strategies.
In 2024: 76% (Post-pandemic support normalization). In 2025: 78% (AI augmentation improving consistency). In 2026: 80% (Personalization driving satisfaction up). The trend is driven by automation, AI adoption, and messaging-first strategies.
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