CSAT Benchmarks for Financial Services
Satisfaction in financial services depends heavily on issue resolution speed and channel availability. Customers expect seamless omnichannel experiences, and providers that offer 24/7 digital support alongside human advisors for complex queries score highest.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
73%
Average Score
71%
Median Score
58%
Bottom Quartile
81%
Top Quartile
88%
Top Performers
Tips to Improve Your CSAT
- 1
Offer 24/7 support for account-critical issues like fraud and lockouts.
- 2
Use biometric authentication to simplify secure login.
- 3
Proactively alert customers to unusual activity or upcoming payment dates.
- 4
Provide clear, jargon-free explanations for all products and services.
- 5
Measure satisfaction at each stage of the onboarding journey.
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.