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Joel Primack January 13, 2025 at 09:08 PM

Anyone know/have B2B tech/SaaS ideally or B2B more generally CSAT score data to benchmark externally?

Kevin Lau January 13, 2025 at 09:52 PM

I asked chatgbt and put in the parameters of a 5k org with $1b in revenue:

For a B2B tech company with 5,000 employees and $1 billion in revenue, achieving a CSAT score between 75% and 85% is considered strong and aligns with industry standards. The software and SaaS sector, in particular, reported an average CSAT score of 78% in 2022, reflecting high customer expectations and competitive service levels.

It's noteworthy that some studies have reported higher average CSAT scores in B2B industries. For instance, a 2022 report indicated an average CSAT score of 89%, though only 4% of companies achieved this level, suggesting that such high scores are exceptional.

Therefore, maintaining a CSAT score within the 75% to 85% range is indicative of solid customer satisfaction for a company of this size in the B2B tech sector. Striving for scores above 85% can further distinguish your company, though achieving such levels is relatively rare and may require exceptional customer experience strategies.