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CSAT asks about a specific interaction, immediately after it: was this resolved, were you satisfied. NPS asks about the overall relationship: would you recommend us.
One is operational feedback on a ticket; the other is a relationship health signal. They answer different questions and are not interchangeable.
CSAT for support quality, because it attaches to a specific interaction, agent and issue type — which makes it actionable.
NPS for tracking relationship health over time. It is nearly useless for diagnosing a support process, because a detractor may be unhappy about pricing rather than about your team.
CSAT. It attaches to a specific interaction, which is what makes it actionable.
No. The hardest tickets score lowest, and targeting it distorts who takes them.
Because a rising score with a falling response rate may just be fewer moderate people answering.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.