Summary
Customer satisfaction (CSAT) declined in Canada in 2023, as two-thirds of industry averages and 21% of brands had significant decreases in their CSAT, while no industry averages and just 3% of brands significantly improved. These findings come from Forrester’s 2023 Customer Experience Benchmark Survey of 39,542 Canadian consumers who engaged with 100 brands across nine industries. Customer experience (CX) professionals from represented brands can use this report to benchmark their CSAT against competitors and industry averages. Due to methodological differences, CSAT scores from internal survey programs should not be compared to external benchmarks.
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