Customer Satisfaction (CSAT)
A metric capturing how satisfied customers are with a specific interaction or the product overall, usually via a short rating survey. CSAT is most useful for measuring discrete experiences like support or onboarding.
Related terms
Customer Success (CS)
The function responsible for ensuring customers achieve their desired outcomes with a product, driving retention and expansion. CS shifts the relationship from reactive support to proactive value delivery.
Net Promoter Score (NPS)
A loyalty metric based on how likely customers are to recommend a product on a 0–10 scale, scored as promoters minus detractors. NPS is a simple, widely used proxy for customer sentiment.
Onboarding
The process of getting a new customer set up and successful with a product. Effective onboarding accelerates time to value and is one of the strongest predictors of retention.
Upsell
Selling an existing customer a higher tier or additional capacity of what they already use. Upsell is a major source of expansion revenue and net revenue retention.
Cross-Sell
Selling existing customers complementary products or modules beyond their initial purchase. Cross-sell deepens the relationship and increases account value.
Health Score
A composite metric that summarizes how likely a customer is to renew, churn, or expand based on usage, engagement, and support signals. Health scores help CS teams prioritize proactive outreach.
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