CSAT Benchmarks for Hospitality
Hospitality satisfaction is multidimensional, spanning cleanliness, comfort, dining, and staff interactions. Properties that excel across all touchpoints rather than just one area achieve the highest scores.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
81%
Average Score
79%
Median Score
68%
Bottom Quartile
88%
Top Quartile
95%
Top Performers
Tips to Improve Your CSAT
- 1
Audit cleanliness standards weekly with guest-visible checklists.
- 2
Offer digital concierge services for requests like extra pillows or restaurant recommendations.
- 3
Train housekeeping and maintenance to respond to requests within 15 minutes.
- 4
Measure satisfaction at check-in, during the stay, and at checkout.
- 5
Use CSAT data to prioritize renovation and upgrade investments.
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.