Data Overview Report

The US Customer Satisfaction Rankings, 2024

September 27th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Customer satisfaction (CSAT) in the US declined by 1 percentage point in 2024. Averages for nine of 13 industries fell significantly. Over a quarter of brands had significant CSAT declines, while less than one in 10 improved. These findings come from Forrester’s Customer Experience Benchmark Survey, 2024, of 98,363 US consumers engaged with 223 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, Forrester recommends not comparing satisfaction scores from internal survey programs to external benchmarks.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.