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 what its limitations are. 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.

A view of the Gorgias dashboard, where users can access the CSAT report to analyze customer satisfaction data.

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 need a little 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.

The agent analytics dashboard in Gorgias, which allows for filtering the CSAT report to gain insights into team performance.

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.

But this is where you have to roll up your sleeves. To figure out the root cause of a bad score, you or a manager has to click into the ticket, read the whole back-and-forth, and try to diagnose what went wrong. Was the agent slow? Did they give the wrong info? Was it just a policy the customer didn't like?

This works when you have a few bad reviews, but it just doesn't scale. When you're getting hundreds of responses, you can't manually read every single one to find patterns. The report tells you what the score is, but it's on you to figure out the why.

And here’s where you hit a wall with most built-in reporting tools. For a deeper analysis, you usually need something that can make sense of the conversations themselves. For instance, a tool like eesel AI can comb through thousands of your past Gorgias tickets to automatically pinpoint the reasons for low scores, like recurring questions about a product or missing articles in your help center.

Limitations of the Gorgias CSAT report and how to get around them

The Gorgias CSAT report is a great starting point, but it has some blind spots that can keep you from seeing the full picture and getting ahead of customer issues.

Limitation 1 of the Gorgias CSAT report: You can't see the forest for the trees

Like we just talked about, reading through comments one by one is a huge time-sink. The report can't automatically analyze all that text and group it by topic. So you might see your CSAT score drop, but you won't know if it's because of a problem with your shipping carrier, a confusing new feature you launched, or because your agents don't understand the return policy.

How to fix this: You need a system that understands language. An AI platform like eesel AI plugs right into your Gorgias history and uses it as a brain. It can analyze the content of all your tickets, not just the ones with CSAT comments, to find recurring themes and show you exactly where the knowledge gaps are that lead to bad experiences.

Limitation 2 of the Gorgias CSAT report: The insights are always after the fact

A CSAT report tells you how you did yesterday. It's a lagging indicator. By the time you see a low score, the customer is already unhappy. The report doesn't really help you stop bad experiences from happening in the first place.

How to fix this: To get proactive, you need to be able to test things out. This is where a powerful feature like simulation can be a huge help. With eesel AI's AI Agent, you can run simulations on thousands of your past Gorgias tickets. You can see exactly how an AI agent would have replied, get a prediction of the resolution rate, and see how much it would save you, all before a single customer ever talks to it. This lets you automate responses to common questions with confidence, delivering fast, accurate answers that boost CSAT from the very beginning.

A simulation of an AI agent resolving past tickets, a proactive alternative to relying solely on the Gorgias CSAT report.

Limitation 3 of the Gorgias CSAT report: The data is stuck inside Gorgias

Your Gorgias tickets are only one piece of the puzzle. Your team probably has important info stored all over the place, in Confluence, Google Docs, Notion, you name it. When agents can't find that scattered information quickly, they give slow or inconsistent answers, which tanks your CSAT score. The Gorgias report isn't going to tell you an agent gave the wrong answer because the right one was buried three folders deep in a Google Doc.

How to fix this: Bring all your knowledge together. A good AI solution should act as a single brain that sits on top of all your existing tools. eesel AI connects with over 100 sources, from helpdesks to wikis. This means 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 and quickly.

Connecting multiple knowledge sources to an AI tool to overcome the data limitations of the Gorgias CSAT report.

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 available on all plans, starting with their Basic one. Their AI Agent, which can automate ticket resolutions, is usually an add-on or comes with the more expensive plans, and you pay for each interaction.

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.

It's worth pointing out that Gorgias's AI Agent is priced per resolution. This can make your costs hard to predict, especially during busy times like Black Friday when your ticket volume goes through the roof.

Stop just measuring CSAT and start improving it

The Gorgias CSAT report is a must-have tool for any support team on the platform. It gives you a vital 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 actually read the comments, you can start to understand what makes your customers tick.

But to really level up your customer experience, you have to move from looking backward to looking forward. Relying only on CSAT reports is like driving by looking in the rearview mirror. The key to getting better is to find the root causes hiding in all your support conversations and use that knowledge to stop problems before they start.

By bringing all your knowledge into one place, simulating how automation can help, and analyzing your entire support history, you can build a system that doesn't just measure CSAT, it actively makes it 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 and lower your support costs. Get started for free.