KnowledgeStatistics
NPS, CSAT & CES benchmarks by industry [2026]
Industry benchmarks and ROI figures to put your own results in context. A number without context is just a number.
Behind these numbers: our 2026 NPS benchmarks by industry.
Benchmarks vary across markets, company sizes and methods. An NPS of 30 in telecoms is strong - in e-commerce it's mediocre. Use these figures as directional guides, not absolute truths.
NPS benchmarks by industry (global, 2024)
| Industry | Average NPS |
|---|---|
| Retail | 54 |
| SaaS / Software | 30 |
| Finance & Insurance | 34 |
| Telecoms | 24 |
| Healthcare | 38 |
| Travel & Hospitality | 52 |
| E-commerce | 62 |
| B2B Services | 41 |
Source: Satmetrix Consumer NPS Benchmarks 2024. NPS ranges from -100 to +100.
CSAT benchmarks by industry
Retail
78%
Benchmark: 75-80%
SaaS
74%
Benchmark: 70-80%
Finance
71%
Benchmark: 65-75%
Telecoms
62%
Benchmark: 60-70%
Healthcare
80%
Benchmark: 75-85%
The ROI of customer satisfaction
+95%
Higher profit from 5% better retention
Bain & Company
5-7x
More expensive to acquire a new customer
vs. retaining existing ones
86%
Customers pay more for great CX
PwC Customer Experience Survey
-22%
Lower churn with proactive NPS
Average from SurveyGauge customers
What do your numbers actually mean?
Benchmarks are the starting point, but context is what matters. Book a session with our CX advisors for an honest assessment.
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