Customer satisfaction (CSAT) measures customer happiness with a specific interaction, product, or service, typically via post-interaction surveys. It provides an immediate pulse on sentiment and service quality.
In B2B organisations, CSAT is tracked across support tickets, onboarding, and renewals to identify areas for improvement and strengthen the overall customer experience. Monitoring feedback trends over time helps businesses understand where expectations are being met and where additional support or communication is needed.
When combined with complementary metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES), CSAT becomes part of a broader customer health framework. Together, these measures reveal not only how satisfied customers are in the moment, but also how likely they are to remain loyal, renew contracts, or expand their relationship with the brand.
