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CSAT / CES

Name: B2B and B2C SaaS Growth Benchmarks
Creator: AJ Magnuson
License: https://creativecommons.org/licenses/by/4.0/

Touchpoint-level service/effort signal; complements NPS.

Formula: CSAT = % top-box satisfied responses; CES = avg ease rating (1-5 / 1-7)
Unit: % or scale
Models: All models

Benchmark

Directional

ALL

Survey instruments; benchmarks vary entirely by tool, touchpoint and industry. CSAT 'good' often cited ~75-85% but not portable. Transactional, not relationship-level like NPS.

Sourcing: None (scale).

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