When a ticket is closed, Zoho Desk automatically sends a CSAT survey to the customer. The survey asks for a rating, commonly a 1-to-5 star scale or a thumbs up/thumbs down, and optionally invites a comment. Responses are recorded against the ticket and the handling agent.
Zoho Desk aggregates CSAT scores at agent, team, and department level. Managers can see which agents consistently receive high satisfaction ratings, which need coaching, and whether certain ticket categories score lower, informing targeted improvement efforts.
CSAT measures satisfaction with a specific interaction. NPS measures overall loyalty to the brand. CES measures how easy the experience was. Using all three gives a complete picture of customer experience across different dimensions.
CSAT (Customer Satisfaction Score) is a post-resolution survey metric in Zoho Desk that measures how satisfied customers were with their support experience. Scores are tracked per agent and team to guide coaching and service improvements.
Zoho Desk sends CSAT surveys automatically via email when a ticket is closed. The survey includes a rating scale and an optional comment field. Responses are linked to the ticket and the agent who handled it.
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