CSAT is asked after a specific event (support ticket close, demo, onboarding milestone). Usually 1-5 or 1-7 scale, sometimes shown as a percentage. Measures point-in-time satisfaction, not longitudinal loyalty (vs NPS). SaaS support teams target CSAT >85% on resolved tickets. Lower predictive power for retention than NRR but easy to measure operationally.
See how public B2B SaaS companies disclose this metric, with full historical time series.