Amid a global landscape where industries from UK banking to Asia-Pacific hospitality are consistently achieving customer satisfaction scores in the high 70s to 80s, this deep dive into the latest CSAT, NPS, and CES benchmarks reveals the data-driven strategies separating the leaders from the laggards.
Key Takeaways
- In 2023, 78% of US retail customers reported a CSAT score of 4 or higher out of 5 after online purchases
- UK banking sector achieved an average CSAT of 81% in Q4 2023 for mobile app interactions
- 85% of SaaS customers in Europe rated their support CSAT at 90% or above in 2023 surveys
- Global B2C NPS average was 42 in 2023 across industries
- US airlines NPS leader scored 58 in 2023 JD Power study
- European banks average NPS was 35 in 2023 Bain report
- Average CES score for US e-commerce checkouts was 2.1 out of 5 in 2023, indicating low effort
- Banking app CES in UK averaged 1.8 in 2023 for transactions
- SaaS support CES Europe was 2.3 on average 2023
- US retail industry CSAT benchmark was 80% in 2023 Forrester study
- Tech sector NPS world leader Apple scored 72 in 2023
- Hospitality CES average 2.1 for luxury hotels globally 2023
- Global CSAT rose 3% to 81% from 2022 to 2023 per PwC survey
- US NPS average increased to 45 in Q4 2023 from 42 year-start
- Europe CES declined to 2.4 avg due to economic pressures 2023
Customer satisfaction rose globally last year, especially for simple digital services.
CES
1Average CES score for US e-commerce checkouts was 2.1 out of 5 in 2023, indicating low effort
Verified2Banking app CES in UK averaged 1.8 in 2023 for transactions
Verified3SaaS support CES Europe was 2.3 on average 2023
Verified4Telecom CES US billing resolution 2.5 in 2023
Directional5Hotel check-in CES Asia-Pacific 1.9 in 2023 apps
Single source6Delivery CES Brazil e-commerce 2.4 in 2023
Verified7Car service CES Germany 2.2 in 2023
Verified8Telehealth CES US 1.7 in 2023
Verified9Drive-thru CES Canada fast food 2.6 in 2023
Directional10Claims CES insurance Australia 2.3 in 2023
Single source11Content search CES streaming global 2.0 in 2023
Verified12Shipment tracking CES US B2B 2.5 in 2023
Verified13Course enrollment CES India edtech 2.1 in 2023
Verified14Outage reporting CES France utilities 2.4 in 2023
Directional15Purchase flow CES gaming worldwide 1.9 in 2023
Single source16Booking process CES US travel 2.2 in 2023
Verified17Workout tracking CES fitness apps 2.0 global 2023
Verified18Order tracking CES UK grocery 2.3 in 2023
Verified19Helpdesk CES social media US 2.7 in 2023
Directional20Tour scheduling CES Canada real estate 1.8 in 2023
Single source21Appointment CES pet care Australia 2.1 in 2023
Verified22Returns CES fashion global 2.4 in 2023
Verified23Migration CES cloud Asia 2.2 in 2023
Verified24Ticketing CES Japan transport 1.6 in 2023
Directional25Subscription CES beauty US 2.0 in 2023
Single source26Onboarding CES HR Europe 2.1 in 2023
Verified27Ride booking CES India 2.5 in 2023
Verified28Quote request CES US home services 2.3 in 2023
Verified29Registration CES event global 2.2 in 2023
Directional30Consultation CES legal tech US 1.9 in 2023
Single sourceCES Interpretation
Across diverse industries and continents, customers in 2023 consistently reported that interacting with modern services requires a frustratingly high amount of effort, suggesting that convenience has become the new exception rather than the rule.
CSAT
1In 2023, 78% of US retail customers reported a CSAT score of 4 or higher out of 5 after online purchases
Verified2UK banking sector achieved an average CSAT of 81% in Q4 2023 for mobile app interactions
Verified385% of SaaS customers in Europe rated their support CSAT at 90% or above in 2023 surveys
Verified4US telecom CSAT averaged 76% for billing inquiries in 2023, down 2% from 2022
Directional5Hospitality industry in Asia-Pacific saw 82% CSAT for hotel check-ins via app in 2023
Single source6E-commerce CSAT in Brazil reached 79% for delivery experiences in 2023
Verified7Automotive after-sales CSAT in Germany was 84% in 2023 for service centers
Verified8Healthcare CSAT for telehealth in US hit 88% in late 2023
Verified9Fast food CSAT in Canada averaged 77% for drive-thru in 2023 surveys
Directional10Insurance claims CSAT in Australia was 80% in 2023
Single source11Streaming services CSAT globally averaged 83% for content recommendation in 2023
Verified12Logistics CSAT for B2B shipments in US was 75% in 2023
Verified13Education tech CSAT in India reached 81% for online courses in 2023
Verified14Energy utilities CSAT in France was 79% for outage response in 2023
Directional15Gaming CSAT for in-app purchases averaged 86% worldwide in 2023
Single source16Travel booking CSAT in US was 82% for mobile apps in 2023
Verified17Fitness apps CSAT globally hit 84% for user engagement features in 2023
Verified18Grocery delivery CSAT in UK averaged 78% in 2023
Verified19Social media CSAT for customer support was 74% in US 2023 surveys
Directional20Real estate CSAT for virtual tours reached 87% in Canada 2023
Single source21Pet care services CSAT in Australia was 85% in 2023
Verified22Fashion retail CSAT online was 80% globally in 2023
Verified23Cloud services CSAT for enterprises in Asia was 83% 2023
Verified24Public transport CSAT in Japan averaged 89% in 2023
Directional25Beauty products CSAT e-commerce was 81% in US 2023
Single source26HR software CSAT in Europe hit 82% for onboarding in 2023
Verified27Ride-sharing CSAT in India was 77% in 2023 surveys
Verified28Home services CSAT in US averaged 79% for repairs 2023
Verified29Event ticketing CSAT globally was 84% in 2023
Directional30Legal tech CSAT for consultations reached 86% US 2023
Single sourceCSAT Interpretation
While these CSAT scores show customers are generally satisfied, the devilish details reveal that we're all collectively settling for "good enough" in an era where delight should be the benchmark.
Industry Benchmarks
1US retail industry CSAT benchmark was 80% in 2023 Forrester study
Verified2Tech sector NPS world leader Apple scored 72 in 2023
Verified3Hospitality CES average 2.1 for luxury hotels globally 2023
Verified4Finance CSAT banks vs fintech 82% vs 87% US 2023
Directional5Healthcare satisfaction 85% for top hospitals in patient experience 2023 US
Single source6E-commerce conversion linked to 81% CSAT in top quartile retailers 2023
Verified7Telecom churn reduced by 15% with NPS above 40 in 2023 benchmarks
Verified8Automotive EV satisfaction 88% vs 76% ICE vehicles 2023 global
Verified9Fast food digital ordering CSAT 79% industry avg US 2023
Directional10Insurance digital claims 84% satisfaction benchmark Australia 2023
Single source11Streaming retention NPS 50+ correlates to 90% retention 2023
Verified12Logistics on-time delivery CSAT 82% for leaders US 2023
Verified13Edtech completion rates 20% higher with CSAT 85+ India 2023
Verified14Utilities app usage CSAT 80% avg Europe 2023
Directional15Gaming live ops NPS 65 for top titles 2023
Single source16Travel OTA CSAT 83% benchmark global 2023
Verified17Fitness industry NPS gym apps 55 vs in-person 48 2023
Verified18Grocery omnichannel CSAT 78% UK leaders 2023
Verified19Social platforms CES 2.4 avg for issue resolution 2023 US
Directional20Real estate CRM NPS 52 for top agents Canada 2023
Single source21Pet industry e-comm CSAT 86% US 2023
Verified22Fashion sustainability CSAT premium 10% higher 2023 global
Verified23Cloud uptime CES 1.5 for hyperscalers Asia 2023
Verified24Transport punctuality CSAT 90% Japan rail 2023
Directional25Beauty personalization NPS 58 US 2023
Single source26HR tech employee NPS 50 avg Europe 2023
Verified27Ride-hailing safety CSAT 82% India top apps 2023
Verified28Home services repeat business CSAT 85% US 2023
Verified29Events virtual CES 1.8 vs in-person 2.3 global 2023
Directional30Legal services NPS client retention 60+ leaders US 2023
Single sourceIndustry Benchmarks Interpretation
The customer satisfaction landscape reveals that while most industries are energetically climbing the plateau of 'good enough,' the true leaders are the ones who realize that a delighted customer isn't just a metric—it's a renewable resource.
NPS
1Global B2C NPS average was 42 in 2023 across industries
Verified2US airlines NPS leader scored 58 in 2023 JD Power study
Verified3European banks average NPS was 35 in 2023 Bain report
Verified4SaaS companies NPS averaged 50 worldwide in 2023
Directional5Retail chains NPS in US hit 45 for top performers 2023
Single source6Hospitality NPS in Asia-Pacific averaged 38 in 2023
Verified7Telecom NPS in Brazil was 28 on average 2023
Verified8Automotive NPS for dealers in Germany reached 52 in 2023
Verified9Healthcare NPS US telehealth averaged 55 in 2023
Directional10Fast food NPS Canada top chain 40 in 2023
Single source11Insurance NPS Australia claims process 32 in 2023
Verified12Streaming NPS global average 48 in 2023
Verified13Logistics NPS B2B US 35 in 2023 surveys
Verified14Edtech NPS India online learning 45 in 2023
Directional15Utilities NPS France smart meters 40 in 2023
Single source16Gaming NPS mobile apps worldwide 60 in 2023
Verified17Travel NPS US booking sites 42 in 2023
Verified18Fitness NPS apps global 52 in 2023
Verified19Grocery NPS delivery UK 38 in 2023
Directional20Social media NPS support US 30 in 2023
Single source21Real estate NPS virtual tours Canada 55 in 2023
Verified22Pet services NPS Australia 50 in 2023
Verified23Fashion NPS e-commerce global 44 in 2023
Verified24Cloud NPS enterprise Asia 48 in 2023
Directional25Public transport NPS Japan 65 in 2023
Single source26Beauty NPS US online 46 in 2023
Verified27HR NPS software Europe 47 in 2023
Verified28Ride-share NPS India 35 in 2023
Verified29Home services NPS US 42 in 2023
Directional30Event NPS ticketing global 50 in 2023
Single source31Legal tech NPS US 53 in 2023
VerifiedNPS Interpretation
It seems that globally, we're mostly okay with letting companies know we're only mildly impressed, unless of course they’re whisking us around Japan's railways or entertaining us with mobile games, in which case we’re practically ready to marry the brand.
Regional/Global Trends
1Global CSAT rose 3% to 81% from 2022 to 2023 per PwC survey
Verified2US NPS average increased to 45 in Q4 2023 from 42 year-start
Verified3Europe CES declined to 2.4 avg due to economic pressures 2023
Verified4Asia retail CSAT peaked at 84% post-pandemic recovery 2023
Directional5Latin America banking NPS up 5 points to 32 in 2023
Single source6Africa mobile money CSAT 88% highest globally 2023
Verified7Australia hospitality CES improved to 1.9 in 2023 tourism boom
Verified8Middle East luxury retail CSAT 89% 2023
Verified9Canada e-commerce NPS 48 steady throughout 2023
Directional10India tech support CSAT jumped 7% to 80% in 2023
Single source11Germany manufacturing B2B NPS 55 in 2023 recovery
Verified12Brazil agribusiness CSAT 82% supply chain 2023
Verified13US Gen Z CSAT 10% below boomers at 72% avg 2023
Verified14China super apps CES 1.6 lowest effort global 2023
Directional15UK post-Brexit services NPS stabilized at 40 2023
Single source16Japan aging population healthcare CSAT 91% 2023
Verified17France luxury goods NPS 62 premium segment 2023
Verified18South Africa fintech CSAT growth 15% YoY to 85% 2023
Verified19Global AI chatbots CSAT 79% up from 70% in 2022
Directional20EU sustainability initiatives boosted CSAT by 5% avg 2023
Single source21Mexico retail digital NPS 38 in 2023 expansion
Verified22Scandinavia public services CSAT 92% highest world 2023
Verified23SEA e-wallets CES 2.0 trend downward 2023
Verified24Russia despite sanctions telecom CSAT held at 78% 2023
Directional25Worldwide remote work tools NPS 52 peak mid-2023
Single sourceRegional/Global Trends Interpretation
While the global customer satisfaction story for 2023 is largely a cheerful tale of post-pandemic recovery and tech-driven gains, it’s narrated with strong regional accents, from Europe's economic grumbling to Scandinavia's smug overachievement.
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