CSAT Benchmarks for Airlines
Airline satisfaction is a composite of booking ease, airport experience, in-flight comfort, and baggage handling. Airlines that manage disruptions gracefully earn disproportionately high satisfaction scores even when operational issues occur.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
72%
Average Score
70%
Median Score
58%
Bottom Quartile
80%
Top Quartile
87%
Top Performers
Tips to Improve Your CSAT
- 1
Offer seamless rebooking through the mobile app during irregular operations.
- 2
Provide accurate baggage tracking with push notifications.
- 3
Maintain clean and functional in-flight entertainment and Wi-Fi systems.
- 4
Train crew to handle difficult situations with empathy and clear communication.
- 5
Measure satisfaction separately for each journey phase: booking, airport, flight, and arrival.
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.