The US Customer Satisfaction Rankings, 2023

January 5th, 2024

With contributors:

Rick Parrish , Pete Jacques , Daniel Portillo , Shayna Neuburg

Summary

Customer satisfaction (CSAT) in the US declined in 2023, as several industries had significant decreases in their average CSAT. Almost one in five brands had significant CSAT declines, while fewer than one in 13 improved. These findings come from Forrester’s 2023 Customer Experience Benchmark Survey of 96,134 US consumers who engaged with 212 brands across 13 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, satisfaction scores from internal survey programs should not be compared to external benchmarks.

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