Gorgias CSAT & Satisfaction Surveys Explained

What the Gorgias satisfaction survey actually is

The Satisfaction Survey is Gorgias' built-in CSAT tool. When a ticket is resolved, Gorgias can email or message the customer a short "Rate your conversation" prompt with a 5-star scale, and the star the customer picks becomes that ticket's satisfaction score. Aggregate those stars across every rated ticket and you get your CSAT.

The important thing to understand up front is that it is automatic and close-triggered, not something an agent sends by hand. You configure it once, and from then on Gorgias decides — based on a set of rules covered below — whether any given closed ticket earns a survey. That makes it low-effort to run, but it also means your response volume and your score are shaped by configuration choices you might not realise you've made. If you want the broader picture of how Gorgias organises support work around tickets, what is Gorgias is the wider primer; this piece zooms in on the satisfaction layer specifically.

Where to set it up, and what you can configure

Per Gorgias' Satisfaction Survey documentation, you reach the settings from the helpdesk dropdown menu → Workflows → Tools → CSAT. Three things are yours to control:

1. Channels / ticket types — check or uncheck the interaction types you want surveyed. Surveys are supported on Chat, Email, Contact Form, and Help Center. Social-media tickets do not receive a survey at all.
2. The survey message — write the "Rate your conversation" copy that goes out, and drop in variables (customer name, agent name, order details) through the variable dropdowns.
3. Timing — pick how long after a ticket closes the survey should send. If you leave the delay unset, Gorgias sends it 2 hours after the ticket is closed by default.

Save your changes and the survey starts firing on newly closed tickets that qualify.

The rules that decide whether a survey even fires

This is the part that quietly determines how many surveys go out — and it's where a lot of "why is my response rate so low?" confusion starts. According to the Gorgias docs, a satisfaction survey is only sent when all of the following are true:

• There is at least one message from the customer and at least one answer from an agent. Messages sent via Rules and internal notes don't count toward this — an auto-responder that closes a ticket won't trigger a survey.
• The total conversation is longer than 250 characters, so trivially short exchanges are skipped.
• The agent's last reply was less than a week old at the moment the ticket was closed — stale, long-dormant tickets don't get surveyed.
• The channel is one of the four supported ones (Chat, Email, Contact Form, Help Center).

Read that list carefully, because it explains most CSAT surprises. A ticket fully handled by automation with no human reply generates no survey. A one-line "thanks, sorted!" under 250 characters generates no survey. That's by design — it keeps the score focused on real, agent-touched conversations — but it also means your CSAT reflects a subset of your ticket volume, not all of it.

Where CSAT scores surface in Statistics

Once responses start coming in, they live in one place. Per the Gorgias CSAT reporting docs, you'll find everything under Statistics → Support Performance → Satisfaction. There you get:

• Surveys sent — how many qualifying tickets got a survey.
• Response rate — what share of those were actually rated.
• Average rating — your headline CSAT, averaged across returned stars.
• The rating distribution — how the stars split, so you can see whether a middling average is "consistently okay" or "half delighted, half furious."
• Per-survey rows — customer, agent, the rating, and a clickable link to any comment the shopper left, which jumps you straight to the ticket.

You can slice all of it with filters for integration, channel, score, agent, tag, and date range — handy for spotting that, say, chat CSAT trails email, or one agent's scores diverge from the team.

One footgun worth flagging: Gorgias attributes each survey to the date it was sent, not the date the customer completed it. So a survey sent on the 9th but filled in on the 20th shows under the 9th. That's fine for steady-state reporting but can distort a tight week-over-week read. For the wider reporting picture beyond CSAT, Gorgias Stats and reporting explained covers the rest of the Statistics tabs.

What counts as a good score: ecommerce CSAT benchmarks

A CSAT number means nothing without a yardstick. Gorgias reports your average on its 5-star scale (and as a percentage), so here's how to read it against the wider market. Across published 2025 benchmarks, ecommerce and retail CSAT tends to land around 77–80%, and on a 5-star scale the industry average sits near 3.8/5 with best-in-class around 4.4+.

Treat these as directional, not gospel — luxury and high-consideration brands are held to a higher bar than budget retailers, and your own trend line over time is a better signal than any single industry figure. The point of the benchmark is to tell you which of the three rows above you're in, then send you to the distribution and comments to understand why.

The honest limits — and where an AI layer picks up

Gorgias' Satisfaction Survey is a clean, reliable native feature. It fires automatically, filters out noise, and gives you a distribution and comments rather than just a lonely average. For most ecommerce teams it's all the CSAT tooling they need, and you should absolutely run it. But it's worth being clear about what it is and isn't.

CSAT is a measurement, not a lever. The survey can tell you that a WISMO ("where is my order?") reply landed a 2-star rating; it can't go back and produce the fast, accurate reply that would have earned a 5. It's also backward-looking and thin on volume — only agent-touched conversations over 250 characters get surveyed, and only a fraction of those get answered, so your score is a lagging read on a slice of your tickets. And the survey can't diagnose the cause. It'll show you the low star and the comment, but working out that returns tickets score badly because your policy answer is buried three clicks deep in the Help Center is on you.

There's also a native-scope point to be fair about: the survey covers Chat, Email, Contact Form, and Help Center but not social channels, so DM-heavy brands are measuring an incomplete picture, and richer analysis (custom dashboards, cohorting) generally means exporting the data or reaching for higher-tier reporting.

This is the seam where an AI agent layer helps — not by replacing CSAT, but by moving the number. The category of AI agents for customer service exists to do the reasoning-heavy work a survey can only grade after the fact. Macha is one such layer: it runs on top of the Gorgias you already use as a native, live connector — it does not replace Gorgias or its Satisfaction Survey. You connect Macha to Gorgias (here's how the integration works), and it reads and writes the same tickets your CSAT already measures — drafting or sending grounded first replies to WISMO, returns, and subscription questions by pulling live order and account status through a custom tool, so the conversation that gets rated is a fast, correct one. Where it differs commercially is worth naming: Gorgias' own AI (Automate) is billed per resolution, whereas Macha's credits are consumed per AI action — a different, more transparent unit that doesn't tie your bill to an outcome definition (see the pricing breakdown).

The clean division of labour: keep Gorgias' Satisfaction Survey as the source of truth for how customers rate you, and layer an agent on top for the part the survey can't do — making more of those conversations worth five stars before the survey ever goes out.

FAQ

Where do I set up CSAT in Gorgias? Open the helpdesk dropdown menu, go to Workflows → Tools → CSAT, and configure the channels to survey, the survey message, and the send delay after a ticket closes. Save your changes and surveys start firing on qualifying closed tickets.

When does a Gorgias satisfaction survey actually send? After a ticket closes (2 hours later by default, or a delay you set), but only if it qualifies: there's at least one customer message and one agent reply, the conversation is over 250 characters, the last agent reply was under a week old at close, and the channel is Chat, Email, Contact Form, or Help Center. Social-media tickets are never surveyed.

Where do I see my CSAT scores? Under Statistics → Support Performance → Satisfaction, where you get surveys sent, response rate, average rating, the rating distribution, and per-survey rows with the customer, agent, rating, and a link to any comment. You can filter by integration, channel, score, agent, tag, and date range.

What's a good CSAT score for an ecommerce store? Most ecommerce teams land around 77–80%, or roughly 3.8–4.2 on Gorgias' 5-star scale; 4.4+ (about 85%+) is best-in-class. Your own trend over time matters more than any single benchmark, and higher-end brands are usually held to a stricter bar.

Can I improve CSAT with AI without leaving Gorgias? Yes. An AI agent layer like Macha connects to Gorgias as a native connector and runs on top of your existing helpdesk and its Satisfaction Survey — it doesn't replace them. It helps raise the score by drafting or sending grounded, accurate first replies to WISMO, returns, and subscription questions, while Gorgias stays the system of record for how customers rate you.

Want more of your Gorgias conversations to earn the fifth star? Start a free trial of Macha and connect it to your Gorgias in minutes.