CSAT Benchmarks for Ecommerce
Ecommerce satisfaction hinges on accurate product descriptions, reliable delivery, and responsive customer service. Companies that set and meet clear delivery expectations consistently achieve top-quartile satisfaction scores.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
80%
Average Score
78%
Median Score
68%
Bottom Quartile
87%
Top Quartile
94%
Top Performers
Tips to Improve Your CSAT
- 1
Ensure product photos and descriptions accurately represent what customers receive.
- 2
Provide multiple delivery speed options and meet promised timelines.
- 3
Implement live chat with under-60-second response times during business hours.
- 4
Proactively notify customers about delays before they need to ask.
- 5
Make the return and refund process visible and simple from the order page.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.