A complete guide to the Gorgias satisfaction survey (CSAT)

For any ecommerce brand, figuring out what makes your customers tick is the key to loyalty and growth. It’s why so many support teams treat the Customer Satisfaction (CSAT) score like their north star. It's a direct line to how your customers feel about their experience with you.

If you’re using Gorgias, you already have a tool to do just that. This guide will walk you through everything you need to know about the Gorgias satisfaction survey (CSAT) feature, from setting it up to making sense of the results.

But let's be honest, measuring CSAT is a great start, but it's a reactive metric. You’re always looking at what already happened. We’ll also dig into a more proactive way of thinking, using AI to improve the customer experience that leads to better scores in the first place.

What is the Gorgias satisfaction survey?

The Gorgias satisfaction survey is a feature built right into the platform to gather customer feedback as soon as a support ticket is closed. It’s a simple, one-question survey sent to customers asking them to rate their experience, usually on a 1-to-5 star scale.

It’s basically a quick pulse check on how your team is doing. It works mainly with Email and Chat tickets, giving you direct insight into how your agents are performing and what the overall customer mood is. The goal is pretty straightforward: see what’s working and what isn’t so you can make some smart adjustments.

A look at the main Gorgias dashboard where you can manage customer support tickets and access features like the Gorgias satisfaction survey.

How the Gorgias satisfaction survey feature works

Getting started with the Gorgias CSAT feature is refreshingly simple, which is a lifesaver for busy teams. Here’s a quick look at how it all works.

Enabling and customizing the Gorgias satisfaction survey

If you’re an admin, you can flip the feature on right from your Gorgias settings. You get to choose which tickets trigger a survey (like chats or emails) and set how long Gorgias should wait before sending it after a ticket is closed. A lot of teams go with a couple of hours, which gives the customer a little breathing room before asking for their opinion.

You can also tweak the survey message itself. Using variables to personalize it a bit is a nice touch that makes it feel less like it came from a robot.

Gorgias satisfaction survey: When surveys are sent (and when they aren't)

Gorgias has some smart rules in place to make sure surveys only go out when it makes sense. This helps avoid spamming customers or asking for feedback when there wasn't a real conversation. Here are the main conditions:

• There needs to be a real back-and-forth: The ticket must have at least one message from the customer and one reply from your agent. Auto-replies don’t count.

• It can't be too short: The entire conversation has to be more than 250 characters long to qualify.

• Timing matters: The agent's last message has to have been sent less than a week before the ticket was closed.

• One survey per ticket: Each ticket only gets one survey, no matter how many times you reopen and close it.

• Some tickets don't count: If you snooze or delete a ticket, a survey won't be sent.

Checking out your Gorgias satisfaction survey results

Once the ratings start coming in, you can track everything under Statistics → Support Performance → Satisfaction. The dashboard gives you a snapshot of key numbers like how many surveys you've sent, your response rate, and your average score. You can also dive into individual responses to read the comments, which is usually where the most valuable insights are hiding.

The analytics dashboard where you can view results from the Gorgias satisfaction survey.

Limitations of the Gorgias satisfaction survey

Gorgias gives you a solid, built-in tool for basic CSAT collection. For many teams, it gets the job done. But if you're really serious about building an amazing customer experience, relying only on a native survey tool has some real drawbacks.

CSAT is always looking backward

Think about it, by the time a one-star rating lands in your inbox, the frustrating experience has already happened. You’re hearing about it after the fact and are now in cleanup mode, not prevention mode.

Considering that a single bad experience can be enough to send a customer over to a competitor, this reactive approach feels a bit risky. It’s like waiting to see smoke before you start looking for a fire extinguisher.

The scope and customization are limited

The Gorgias satisfaction survey is designed to do one thing: measure CSAT. But that’s just one piece of the customer experience puzzle. What about other useful metrics, like Customer Effort Score (CES), which tells you how easy it was for a customer to get help? Or Net Promoter Score (NPS), which gives you a sense of long-term loyalty?

Specialized tools like Simplesat exist for a reason. Businesses often need more flexibility and deeper analytics than what a help desk’s built-in tool can provide. With the Gorgias feature, you can’t easily ask follow-up questions or send different surveys based on the type of conversation. It's a bit of a one-size-fits-all approach.

It shows you the symptom, not the cause

This is probably the biggest issue. A low CSAT score isn't the problem itself; it's a symptom of a deeper problem. The real issues are the things that led to that bad score, such as:

• Slow first response times that left a customer hanging.

• Inconsistent answers because a new agent wasn't sure about a return policy.

• High customer effort because they had to repeat their issue three times to three different people.

The survey tells you that a customer is unhappy, but it doesn't do a thing to fix the underlying reasons. So, what if you could address the root causes of bad experiences before they even happen?

Beyond the Gorgias satisfaction survey: A proactive approach with AI

Instead of just measuring satisfaction after the fact, you can use AI to build consistently good experiences that naturally lead to five-star reviews. It’s about shifting from a reactive to a proactive way of working. Here’s how you can tackle the root causes of low CSAT with AI.

Solve for speed and availability

A slow response is one of the quickest ways to annoy a customer. Your team can't be online 24/7, but customer questions definitely don't stick to a 9-to-5 schedule.

This is where an AI Agent can really help. A tool like eesel AI gives your frontline instant, around-the-clock support. It can immediately handle common questions like "Where is my order?" or "What are your shipping options?" so customers get answers without waiting. This directly addresses one of the biggest reasons for low satisfaction. Even better, you can get an AI Agent from eesel AI up and running in minutes, not months. You can start small by having it handle just a few types of tickets and safely pass everything else to your human team.

Solve for consistency and accuracy

Nothing screams "we're disorganized" like a customer getting two different answers from two different agents. Inconsistency chips away at trust and just makes for a confusing experience.

eesel AI helps fix this by pulling all your knowledge into one place. It trains on your past support tickets, help center articles, and even internal docs you have stored in Google Docs or Confluence.

• The AI Copilot works alongside your human agents, drafting accurate, on-brand replies in seconds. This helps ensure every response is consistent, no matter who's sending it.

• The AI Agent uses this same unified knowledge base to answer customer questions correctly every single time.

The best part is that eesel AI learns from your actual business conversations, automatically picking up on your brand voice, common issues, and what a good answer looks like. It’s a huge step up from the generic, manually programmed chatbots you might be used to.

Test with confidence before you go live

Rolling out new automation can be a little nerve-wracking. What if it makes a mistake and your CSAT score takes a nosedive? It’s a fair question, and most platforms don’t really give you a good way to manage that risk.

eesel AI does things differently. It includes a powerful simulation mode that lets you test your AI agent on thousands of your own historical tickets. You can see exactly how it would have replied in real-world situations, giving you an accurate forecast of its performance before it ever talks to a live customer. This lets you tweak its behavior and launch it with complete confidence.

Gorgias pricing explained

Gorgias’s pricing is based on the number of "billable tickets" your team handles each month. A billable ticket is any conversation that gets a response from a human agent, a rule, or an AI agent.

The plans scale up, giving you a higher ticket allowance and more features as you go. AI features, like their own AI Agent, are usually on the higher-tier plans and are often priced per automated interaction. This can make your costs a bit unpredictable; if you have a busy month with a lot of automated resolutions, your bill might be higher than you expected.

Here’s a quick look at their helpdesk plans:

This is a bit different from a platform like eesel AI, which has transparent plans based on a set number of AI interactions (an AI reply or action). With eesel AI, you don’t pay more for successfully automating more conversations. This makes your costs much more predictable, which is a huge relief during those busy peak seasons.

Stop just measuring satisfaction, start creating it

The Gorgias satisfaction survey (CSAT) is a useful, built-in tool that gives you a good baseline for how customers are feeling. It’s a great starting point for any support team looking to get more familiar with their data.

But a score that looks backward isn't the whole story. The best support teams know that the real goal isn't just to measure satisfaction, but to actively create it. That means focusing on the fundamentals of a great experience: speed, accuracy, and making things easy for the customer. AI is the key to delivering on those things consistently and at scale.

If you're ready to move beyond just tracking scores and want to start building five-star experiences that help your business grow, it might be time to get proactive. See how eesel AI can help transform your customer support.