Summary
Customer satisfaction (CSAT) in Canada declined by 4 percentage points in 2024. Averages for eight of nine industries fell significantly. Four in 10 brands had significant CSAT declines, while less than two in 50 brands improved. These findings come from Forrester’s Customer Experience Benchmark Survey, 2024, of 43,324 Canadian consumers engaged with 110 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, Forrester recommends not comparing satisfaction scores from internal survey programs to external benchmarks.
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