{"id":4298,"date":"2026-05-29T21:28:49","date_gmt":"2026-05-29T21:28:49","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4298"},"modified":"2026-05-29T21:28:49","modified_gmt":"2026-05-29T21:28:49","slug":"nps-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/nps-zoho-desk\/","title":{"rendered":"NPS (Net Promoter Score)"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">NPS (Net Promoter Score) in Zoho Desk is a loyalty metric gathered via a survey that asks customers how likely they are to recommend your company on a 0-to-10 scale. Responses classify customers as Promoters (9-10), Passives (7-8), or Detractors (0-6).<\/div>\n<div class=\"gt-section\">\n<h2>How NPS Differs from CSAT<\/h2>\n<p>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).<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Using NPS in Zoho Desk<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Acting on NPS Responses<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A subscription software company sends NPS surveys quarterly. A score of 42 in Q1 drops to 28 in Q2. Correlating with Zoho Desk data, they find ticket volume increased 30% after a product update, suggesting service strain contributed to the loyalty drop.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/csat-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">CSAT (Customer Satisfaction Score)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ces-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">CES (Customer Effort Score)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow (Desk)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is NPS in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>How is NPS different from CSAT in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>NPS in Zoho Desk measures customer loyalty by tracking recommendation likelihood, complementing CSAT&#8217;s per-interaction satisfaction data.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"NPS (Net Promoter Score) | Zoho Desk Glossary","seo_description":"NPS in Zoho Desk measures customer loyalty by tracking recommendation likelihood, complementing CSAT's per-interaction satisfaction data.","seo_keyword":"nps (net promoter score) zoho desk","seo_faqs":"[{\"q\": \"What is NPS in Zoho Desk?\", \"a\": \"NPS (Net Promoter Score) measures customer loyalty by asking how likely customers are to recommend your company. 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