Why did my CSAT score drop in Gorgias?
The Gorgias help pages give 5 common reasons. The first to rule out: Each survey counts toward the period it was sent in, so a recent period's score can still move as late answers come in.
What causes it?
Each survey counts toward the period it was sent in, so a recent period's score can still move as late answers come in.
In the Gorgias help:
Historical periods settle as outstanding surveys come in.
Measure helpdesk performance: Satisfaction (CSAT), read 2026-11-12.Unanswered surveys can pull the response rate down even when the score itself holds steady.
In the Gorgias help:
They do lower your Response rate, since Response rate is Surveys answered divided by Surveys sent.
Measure helpdesk performance: Satisfaction (CSAT), read 2026-11-12.Surveys go out only on some channels, so a shift in where customers write in can change how many surveys there are.
In the Gorgias help:
No - surveys are only sent when the ticket channel is Chat, Email, Contact Form, or Help Center.
Send Customer Satisfaction (CSAT) surveys, read 2026-11-12.A customer can change their rating later from the same survey link, so a score already counted can move.
In the Gorgias help:
Customers who would like to change their scores can reuse the original survey link.
Send Customer Satisfaction (CSAT) surveys, read 2026-11-12.Tickets that are snoozed get no survey, so a lot of snoozing can mean fewer surveys and fewer answers.
In the Gorgias help:
No, the Satisfaction Surveys won't be sent to a snoozed ticket.
Send Customer Satisfaction (CSAT) surveys, read 2026-11-12.
How do I check it myself?
Look over any rules that keep tickets from getting a survey, since a new or changed rule can change how many surveys there are.
In the Gorgias help:
Rules let you define conditions so that exclusions happen automatically.
Exclude tickets from receiving the Satisfaction survey (CSAT), read 2026-11-12.When comparing periods, remember each survey counts on the day it was sent, so look again once late answers have had time to arrive.
In the Gorgias help:
A survey sent on the last day of your range and answered a week later still counts toward that range.
Measure helpdesk performance: Satisfaction (CSAT), read 2026-11-12.
How does Gorgias work with Feder?
- Connect Gorgias to Feder and it joins your Experience apps.
- When you connect Gorgias, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Gorgias, one of your Experience apps. Feder only reads. It never changes anything in Gorgias.
What else goes wrong with these numbers?
- Why did my closed tickets count change in Gorgias?Gorgias
- Why did my first response time jump in Gorgias?Gorgias
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Gorgias help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.