Simplesat benchmark shows CSAT ranges from 73% to 92% by industry

Simplesat’s 2026 CSAT & NPS benchmark report finds customer satisfaction varies sharply across industries, with Technology at 92.4% and Consumer Products at 73.4%. The gap shows why broad averages can hide major performance differences for support and CX teams.

Why it matters: - Customer satisfaction benchmarks can look healthy overall while masking big industry-level gaps. - A company’s CSAT score means different things depending on the sector it operates in. - The report gives support and CX teams a clearer comparison point for measuring performance against peers and their own history.

What happened: - Simplesat released its 2026 CSAT & NPS benchmark report on Sept. 29, 2026. - The report found average CSAT across eight industries ranged from 73.4% to 92.4%. - Technology posted the highest average at 92.4%. - Consumer Products posted the lowest average at 73.4%.

The details: - The CSAT findings are based on 2,899,004 responses drawn from 3,504,447 responses collected between Jan. 1 and Dec. 31, 2025. - The data came through Simplesat, a customer feedback platform for support and CX teams. - Every company in the study uses Simplesat and actively collects customer feedback. - CSAT measures the share of survey responses rated positively. - Industrial & Manufacturing averaged 91.3%. - Professional Services averaged 90.7%. - Healthcare & Life Sciences averaged 88.6%. - Energy & Utilities averaged 86.0%. - Marketing & Media averaged 80.7%. - Retail & Wholesale averaged 78.5%. - The overall benchmark came in at 87.8%. - Company size varied less than industry, with averages ranging from 83.6% for companies with 201 to 500 employees to 90.3% for companies with 11 to 50 employees. - The report is available at the full report.

Between the lines: - The spread suggests broad averages can create false confidence. - A Consumer Products company at 80% is above its industry norm, while a Technology company at the same score is below its peer group. - That makes peer benchmarking more useful than a single company-wide target. - Cory Brown, founder and CEO of Simplesat, said the data was segmented by industry because averages hide important differences. - Brown said teams should track CSAT against both their industry and their own last quarter to get an honest read on support performance.

What's next: - Support and CX teams are likely to use the report as a reference point for quarterly benchmarking. - Companies may compare their CSAT more closely with industry peers rather than relying on the overall average. - Simplesat is positioning the benchmark report as an ongoing tool for measuring and improving customer feedback performance.

The bottom line: - Industry matters more than a single headline average when judging customer satisfaction. - The report shows the same CSAT score can signal very different performance depending on the sector.