Case Study: RIPE NCC Achieves 8.5 CSAT and 90+ NPS with Zonka Feedback

RIPE NCC achieves 8.5 CSAT and 90+ NPS with Zonka Feedback

ripe ncc, the regional internet registry for europe, the middle east, and parts of central asia, faced a critical challenge with its disjointed feedback process. using typeform, their survey tool could not integrate with their zendesk support system, which disconnected feedback from specific member interactions and posed a risk to service quality and member trust. they turned to zonka feedback for a solution.

by implementing zonka feedback and integrating it with zendesk, ripe ncc transformed its member support. the solution enabled them to deploy customized surveys, link feedback directly to support tickets, and proactively respond to member concerns. this resulted in a significant measurable impact, including achieving a customer satisfaction (csat) score of 8.5 and a net promoter score (nps) of over 90.

Ripe NCC