Summary
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.
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