A complete guide to the Gorgias CSAT report

If you're running an ecommerce brand, you probably live and die by customer satisfaction. It's simple: happy customers come back. One of the clearest ways to see how you're doing is with a Customer Satisfaction (CSAT) score. Gorgias has a built-in CSAT feature that lets you track this metric right inside your helpdesk.

But let's be honest, just having a score isn't the whole story. The real magic happens when you figure out why people are happy or unhappy and then actually do something about it.

This guide will walk you through everything you need to know about the Gorgias CSAT report. We’ll get into how to set it up, how to dig through the data to find useful tidbits, and how to maximize its potential. More importantly, we'll talk about how to get ahead of the curve and improve your CSAT instead of just measuring it.

What is the Gorgias CSAT report?

At its core, the Gorgias CSAT report is a feature that helps you collect and look at customer feedback from your support chats and emails. After you resolve a ticket, Gorgias can automatically pop a simple survey over to the customer, asking them to rate their experience, usually with one to five stars.

All that data gets funneled into the Satisfaction report, which you can find under "Statistics > Support Performance > Satisfaction". This dashboard gives you a numbers-based look at your team's performance, straight from your customers.

Gorgias updated their reporting in what they call CSAT 2.0, which focuses on two main numbers:

• Average CSAT: This is the classic average of all the scores you get (like a 4.5 out of 5). It gives you a quick, general feel for how things are going.

• Satisfaction Score: This one is a bit more in line with what other companies track. It shows you the percentage of positive ratings (4 and 5 stars). It’s a clearer way to see how many customers you’re actually making happy.

The report also pulls in customer comments right next to their scores. This mix of numbers and words is meant to give you a snapshot of how customers are feeling and help you spot who on your team deserves a high-five or who might benefit from some extra coaching.

How to set up and customize surveys for your Gorgias CSAT report

Before you can get any insights from a Gorgias CSAT report, you have to turn the surveys on and tweak the settings. Getting this set up in Gorgias is pretty simple, but there are a few things to keep in mind.

Turning on your satisfaction surveys for the Gorgias CSAT report

You can flip the switch on satisfaction surveys right in your Gorgias settings. You get to control a few key things:

• Timing: You can choose when the survey gets sent after a ticket is closed, anywhere from a few minutes to several days. This lets you pick a timing that feels right for your different support channels. A quick chat probably calls for a faster survey than a long, complicated email chain.

• Channels: You decide which channels will send a survey. Most people stick to Email, Chat, Contact Form, and Help Center tickets. Social media channels aren't supported for this.

• Exclusion Rules: Got a lot of spam or internal chats clogging up your tickets? Gorgias lets you create rules to stop surveys from going out for certain tickets, so you're only polling real customers about real issues.

When a survey for the Gorgias CSAT report actually gets sent

Gorgias doesn't just blast a survey for every single ticket that gets closed. There are a few conditions in place to make sure the feedback is relevant:

• The ticket needs to have at least one message from the customer and one reply from your team.

• Your agent's last reply has to have been sent less than a week before the ticket was closed.

• If a ticket is closed by mistake and then reopened before the survey delay is up, the survey is canceled.

• A customer only gets one survey per ticket, no matter how many times it’s reopened and closed.

One neat feature is that customers can change their score using the original survey link for up to three months. This is great if your team follows up on a bad experience and turns it into a good one.

Analyzing your Gorgias CSAT report for actionable insights

Okay, so you've got data coming in. Now what? The next step is to figure out what it all means. The Gorgias CSAT report has some helpful tools for slicing and dicing the numbers to understand what's really going on.

Filtering your Gorgias CSAT report to spot trends

The real strength of the report is its filters. You can break down your CSAT data by:

• Agent or Team: See which agents are knocking it out of the park (so you can learn from them) or find agents who might need some help.

• Channel: Compare satisfaction across email, chat, and more. Are people happier with your chat support? That could tell you where to put more staff.

• Tags: If you tag tickets by issue type (like "damaged-item" or "shipping-delay"), you can filter your scores by tag. This is a great way to see which problems are causing the most frustration.

• Date Range: Keep an eye on your CSAT score over time. Did that new return policy you launched last month cause a dip? Now you'll know.

By playing around with these filters, you can start to connect the dots. You might find that scores for "shipping-delay" tickets handled over email are always low, which tells you that you probably need better email templates or a faster way to handle that specific problem.

Digging deeper than just numbers in your Gorgias CSAT report

While scores are good for a quick check-in, the most useful feedback is usually tucked away in the customer comments. Gorgias has a "Comment Highlights" feature that tries to pull out both positive and critical feedback.

To figure out the root cause of a specific score, you or a manager can click into the ticket and read the conversation to diagnose the customer's experience. Was the agent slow? Did they give the wrong info? Was it just a policy the customer didn't like?

This works well when you have a manageable number of reviews. However, when you're getting hundreds of responses, you might look for ways to find patterns at scale. To gain deeper insights, you can complement Gorgias with tools that make sense of the conversations themselves. For instance, an option like eesel AI can comb through thousands of your past Gorgias tickets to automatically pinpoint themes in your feedback, helping you find where you might need more help center articles or product information.

Maximizing the Gorgias CSAT report with complementary tools

The Gorgias CSAT report is a powerful foundation, and there are ways to build on its capabilities to get a fuller picture of customer sentiment.

Scaling your analysis of qualitative feedback

As we've mentioned, manually reading through every comment takes significant time. While Gorgias highlights comments, it doesn't automatically group every piece of feedback by topic. You might see a dip in scores, but you may need extra help to quickly identify if it's due to shipping, a new feature, or a policy change.

How to enhance this: You can use a system that specializes in language analysis. An AI platform like eesel AI works within the Gorgias ecosystem by connecting to your history. It can analyze the content of your tickets to find recurring themes, showing you exactly where knowledge gaps might exist so you can address them proactively.

Transitioning from reactive to proactive support

A CSAT report is an excellent tool for looking at past performance. It tells you how you did yesterday, which is vital for long-term growth. To complement this retrospective view, you can also look at proactive measures to stop potential issues before they arise.

How to enhance this: To get proactive, you can use simulation features. With eesel AI's AI Agent, you can run simulations on your past Gorgias tickets. You can see how an AI agent would have replied and predict the resolution rate before any customer sees a response. This allows you to automate responses to common questions with high confidence, delivering fast answers that keep CSAT scores high from the start.

Leveraging knowledge across your entire ecosystem

Gorgias is an incredible hub for your support data. In many teams, additional information might be stored in other platforms like Confluence, Google Docs, or Notion. When agents can access all this scattered information quickly, they can provide the fast, accurate answers that Gorgias users expect.

How to enhance this: Bring all your knowledge together. A complementary AI solution can act as a single brain that sits on top of your existing tools. eesel AI connects with over 100 sources, from helpdesks to wikis. This ensures that whether it's an AI agent or a human agent using an AI assistant, they always have the right information from every source to solve problems correctly within Gorgias.

Gorgias pricing

Gorgias has a few different pricing plans that are based on how many tickets your team handles. The built-in CSAT reporting feature is a core part of the platform and is available on all plans, starting with their Basic one. Their AI Agent, which can automate ticket resolutions, is available as an add-on or within higher-tier plans.

Here’s a quick look at their standard helpdesk plans:

Plan	Monthly Price (Billed Annually)	Billable Tickets/mo	Overage Cost (per 100 tickets)	AI Agent Interactions
Starter	$10/mo	50	$40	Pay-as-you-go ($1.00/resolution)
Basic	$50/mo	300	$40	60 included ($0.90/resolution overage)
Pro	$300/mo	2,000	$36	600 included ($0.90/resolution overage)
Advanced	$750/mo	5,000	$36	2,500 included ($0.90/resolution overage)
Enterprise	Custom	Custom	Custom	Custom

This information comes from the Gorgias pricing page and could change. It doesn't include add-ons for things like Voice or SMS.

Gorgias offers a structured way to scale your support, and their AI Agent is priced per resolution, making it easy to see the direct value of each automated interaction.

Stop just measuring CSAT and start improving it

The Gorgias CSAT report is a vital tool for any support team on the platform. It gives you a strong baseline for measuring customer happiness and helps you see high-level trends and find coaching opportunities for your team. If you use the filters and engage with the comments, you can truly understand your customers' needs.

To level up your customer experience even further, you can move from looking at past data to implementing proactive strategies. The Gorgias report provides the map, and by adding specialized tools to analyze your entire history and simulate new workflows, you can build a system that consistently drives satisfaction higher.

By bringing your knowledge into one place and analyzing your support history, you can build a system that supports Gorgias's powerful reporting to make your CSAT even better.

Ready to find out the "why" behind your Gorgias CSAT scores? eesel AI connects to your Gorgias account in minutes and can run a risk-free simulation on your past tickets. You can see exactly which conversations you can automate and get a clear forecast of how you can improve CSAT while optimizing your support costs. Get started for free.