Business
CSAT (Customer Satisfaction)
CSAT is the % of customers who rate their experience as 'satisfied' or 'very satisfied' after an interaction — typically support tickets, calls, or onboarding. Measured post-interaction with a 1-5 or 1-10 scale.
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Industry benchmark: 80%+ is healthy for SaaS / managed services. Below 70% is a problem. CSAT for support tickets is the leading indicator of churn — sustained low CSAT predicts customer departure 90-180 days out. Aiprosol's CCO agent flags any customer with CSAT < 7 for retention play within 24 hours.