---
title: "What Is CSAT?"
term: "CSAT"
description: "CSAT (Customer Satisfaction Score) measures how satisfied customers are with a product, interaction, or support ticket — usually via a short post-experience survey."
date: 2026-07-25T00:00:00.000Z
updated: 2026-07-25T00:00:00.000Z
topics: ["venture-capital"]
source: https://venturecapitaltracker.com/glossary/csat
---

# What Is CSAT?

> CSAT (Customer Satisfaction Score) measures how satisfied customers are with a product, interaction, or support ticket — usually via a short post-experience survey.

**CSAT** (Customer Satisfaction Score) captures how happy customers feel after a specific interaction — support ticket, onboarding call, or purchase — typically through a one-question survey.

### How it works

The classic prompt: "How satisfied were you with [experience]?" Respondents pick a scale (1–5 or 1–7). **CSAT = (number of satisfied responses ÷ total responses) × 100**, where "satisfied" usually means top-two box scores.

Teams trigger CSAT surveys after ticket closure, implementation milestones, or checkout. Unlike **NPS** (loyalty and referral intent), CSAT is transactional — it reflects a moment, not overall brand attachment.

Operational targets vary by industry. B2B SaaS support teams often aim for high CSAT on resolved tickets while separately tracking time-to-resolution and escalation rates.

Investors rarely lead with CSAT in diligence, but sharp drops after a pricing change or product launch explain future logo churn in cohort reviews.

### Why it matters

- **Founders:** Segment CSAT by customer tier, product module, and agent. A high headline score can hide pain in your largest accounts.
- **Investors:** Pair CSAT trends with [logo churn](/glossary/logo-churn) and expansion data. Satisfaction erosion is an early warning before contracts fail to renew.

### Common mistake

Surveying only delighted moments — skipping cancelled trials or failed implementations — which inflates CSAT while hiding systemic product gaps.

### Related ideas

See also NPS, [logo churn](/glossary/logo-churn), [KPI](/glossary/kpi), and customer success metrics.

## FAQ

### What is CSAT in simple terms?

After a support chat or purchase, customers rate satisfaction — often 1–5 stars or a thumbs up/down. The percentage of top ratings is your CSAT score.

### Why does CSAT matter?

For founders, falling CSAT flags UX or staffing issues early. For investors, it complements NRR and churn data — unhappy customers often leave after renewal, not immediately.


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Source: https://venturecapitaltracker.com/glossary/csat