Measure ticket quality: SatisfactionUpdated 39 minutes ago

The Satisfaction report shows how customers rate the support your team provides, based on CSAT survey responses. Use the report to monitor survey volume, response rates, and average scores over time, and to drill into individual responses to understand what's driving customer sentiment.

Requirements

• Available on all Helpdesk plans
• All roles can view the Satisfaction report
• Only the account owner, admins, and leads can download data

View satisfaction metrics

The top of the Satisfaction report displays three key metrics that summarize your CSAT performance across the selected period. Reviewing these regularly helps you spot trends and identify whether customer satisfaction is improving or declining over time.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Quality, then select Satisfaction to open the report.
4. Open the Date filter to adjust the report’s time frame, or click Add filter to filter the report with custom dimensions.

The report displays the following metrics:

• Satisfaction score — The percentage of rated surveys that received a score of 4 or 5 out of all surveys rated during the selected period.
• Response rate — The percentage of sent surveys that received a customer response.
• Surveys sent — The total number of CSAT surveys sent during the selected period.

Each metric includes a comparison to the previous equivalent period. Hover over the percentage change to see the exact values being compared.

Analyze CSAT distribution and comments

Below the trend cards, two charts let you explore how ratings are distributed and what customers are saying.

Average CSAT shows a donut chart with the breakdown of responses from 1 to 5 stars. Each segment represents the share of responses at that score. Click any segment to open the drill-down and see the tickets that received that specific rating.

Comment Highlights surfaces the most enthusiastic or negative written feedback customers left during the period. Use the toggle at the top of the chart to switch between positive (4–5 star) and negative (1–3 star) comments.

Track CSAT over time

The Average CSAT over time chart shows how your average score has trended across the selected period, broken down by a dimension you choose. Use it to identify whether specific channels, assignees, or integrations are driving changes in your overall score.

By default, the chart shows CSAT per channel. To switch the dimension, use the dropdown menu in the chart header and select one of the following:

• Per channel — Average CSAT broken down by support channel
• Per assignee — Average CSAT broken down by agent
• Per integration — Average CSAT broken down by integration

Review survey responses

The Scored surveys table lists the surveys that received a response during the selected period. Reviewing individual responses lets you identify patterns in customer feedback and follow up on specific tickets where satisfaction was low.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Quality, then select Satisfaction to open the report.
4. Scroll to Scored surveys to review your CSAT responses.
5. To view the ticket associated with the score, click the  open link icon.

Filter the report

The report loads with a default date range and no additional filters applied. You can narrow the scope using the filters at the top of the report. Filtering by agent, channel, or tag helps you pinpoint where satisfaction is strongest or weakest.

The Date and Aggregation window filters are always visible. To add optional filters, click Add filter and choose from the following:

• Agents
• Assigned team
• Channels
• Integrations
• Custom fields
• Tags
• Score
• Stores

Download data from the satisfaction report

Select Download data at the top of the report page to export the report data as a CSV. Each metric in the report is exported as a separate CSV.

Drill-down and download ticket data

You can click the values in the metrics at the top of the report to open the drill-down table and review the tickets that are included in the calculation of the metric. You can select a ticket from the table to open it in Gorgias, or download the ticket data as a CSV to analyze it outside of Gorgias.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Quality, then select Satisfaction.
4. Click the number value on any of the metrics in the report.
5. Review the table directly in Gorgias, or click Export in the top-right corner.
6. Select either Export metadata only or Export with message content.
7. We'll email you a download link for the export file once it's ready.