Jennifer Batley

Propensity to Renew is a measure of the likelihood a customer will renew their contract instead of terminating their engagement with a company, most often captured through a customer survey. It signals revenue risk and potential logo churn.

CSAT is a measure of how satisfied customers are with a company's products or services, most often collected through a survey. It captures customer perception at a specific point in time and is one of the most widely tracked customer experience metrics because it is simple to collect, easy to interpret, and flexible enough to apply at both a granular and aggregate level.