CSAT measures satisfaction with a specific support interaction. NPS measures overall relationship loyalty. A customer might be satisfied with a single ticket resolution (high CSAT) but still not likely to recommend the company due to other experiences (low NPS).
Zoho Desk can send NPS surveys at scheduled intervals or after specific ticket milestones. NPS data is tracked in reports alongside ticket history, helping support managers understand whether their service quality contributes to or detracts from customer loyalty.
Detractors who submit low NPS scores can trigger a workflow in Zoho Desk to notify an account manager or create a follow-up ticket. This proactive response to unhappy customers gives teams a chance to address concerns before the customer churns.
NPS (Net Promoter Score) measures customer loyalty by asking how likely customers are to recommend your company. Scores classify customers as Promoters, Passives, or Detractors, providing a measure of overall relationship health beyond individual ticket satisfaction.
CSAT measures satisfaction with a specific support interaction. NPS measures overall brand loyalty and the likelihood to recommend. Both metrics together give a fuller picture of the customer relationship than either metric alone.
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