Case Study: Walker & Company achieves 98% CSAT with Zendesk Support and NPS

Using NPS® to engage with customers has resulted in a 98% CSAT rating

Walker & Company, founded by Tristan Walker, makes Bevel — a single‑blade shaving system designed to prevent razor bumps common for men with coarse, curly hair. As the brand scaled, the company needed a reliable way to capture customer sentiment, resolve issues quickly, and keep customers satisfied while informing product decisions.

Using Zendesk Support with Net Promoter Score, Walker & Company systematically gathers feedback, follows up with customers, and shares insights across engineering, operations, and marketing. That approach drove operational changes (faster, more personalized support), product improvements like site subscriptions and more SKUs, and measurable results: 98% CSAT, faster ticket resolution (many <24 hours), and one‑touch resolutions that feed the product roadmap.

Walker & Company

Jaimel Gauda

Head of Customer Success