⭐ Case study
How Everyday Dose uses Simplesat to get more value from CSAT in Gorgias
About the client
Everyday Dose offers a coffee blend enhanced with functional mushrooms, aminos, and collagen. It’s made to deliver mental clarity and daily wellness without the jitters, energy crashes, or stomach discomfort that many people get from regular coffee.
The brand has built a strong community of Millennial coffee fans in the United States — people who want to feel energized in a more health-conscious way. They are careful about which brands they trust.
Delivering a consistently great customer experience is a big part of keeping that trust. Feedback gives Everyday Dose a clear way to check whether they’re still delivering on their promise.
Limited CSAT visibility before Simplesat
Everyday Dose runs support through Gorgias.
For a long time, they were satisfied with the built-in CSAT option: agents got quick signals after tickets, and the team had a simple score to track over time.
But as the company grew, the gaps started to show.
Feedback volume increased, and the team began asking more specific questions that Gorgias’s native CSAT couldn’t really answer:
- Is this score about how we handled the ticket — or about a shipping, billing, or product issue outside our control?
- Which topics are actually trending, and which issues are one-offs?
- What should we focus on in coaching?
Everyday Dose needed a dedicated feedback tool to analyze CSAT in more depth and act on it.
Choosing Simplesat, a Gorgias add-on that can grow with the team
Emily, Customer Service Feedback Lead at Everyday Dose, oversees:
- Feedback through Gorgias
- Trustpilot and Better Business Bureau
- Internal product reviews
- Reporting and analysis
It’s her job to pull all of this together, so the team can act on it. And it was on her to find a feedback solution that met her team’s needs.
Emily spoke with several vendors, but Simplesat stood out in those early conversations.
Instead of broad promises, Emily got concrete answers: could they tag feedback by theme, support different flows for different teams, and still work smoothly with the way Everyday Dose already used Gorgias? The replies were generally yes, with immediate next steps.
As Emily put it, she’d spoken to a lot of reps where “everybody’s promising things that sometimes they can’t do,” but she never felt that way with Simplesat.
Onboarding under pressure
A few weeks into the Simplesat trial, the setup got an early test.
Another integration on Everyday Dose’s Gorgias account shipped an upgrade and started using more of the shared Gorgias API limit that all tools pull from. Simplesat (and Maestro, their QA tool) suddenly had less room to operate. Survey syncs were interrupted, and data wasn’t flowing the way the team expected.
From Everyday Dose’s side, it wasn’t immediately clear what was going on. It looked like this new CSAT platform might not be behaving the way it should, right when they were trying to evaluate it.
How Simplesat responded
As soon as Emily got in touch with Support, Simplesat dug into the issue and:
- Identified the shared Gorgias API limit as the cause, rather than the survey setup itself
- Shared clear information and error codes Emily could pass on to Gorgias, which helped get the issue resolved
- Reduced Simplesat’s own API usage to the minimum needed to run smoothly alongside the other tools
- Extended Everyday Dose’s trial so they didn’t lose time evaluating Simplesat while everything was being fixed
Our onboarding was incredible. It was reliable even when things didn’t work perfectly at first… we always had support when we needed it.
The initial CSAT drop
Once the API issue was resolved and surveys were flowing normally, Everyday Dose noticed something else: CSAT was lower than what they were used to seeing in Gorgias. At first glance, response rates also looked worse.
For a team that cares a lot about how customers feel, this raised understandable questions.
Simplesat’s customer success team stepped in and helped break it down:
- More detailed surveys, more honesty — Moving from a simple one-click survey to a more considered flow often creates a short-term dip, because customers take the opportunity to say what they really think.
- Response rate in context — The apparent drop in response rate came from counting follow-up emails. Once the team filtered for the initial send only (as we describe in 🎓 How response rates are measured), the click rate looked healthy and showed that the survey itself was performing well.
- Survey timing and automation — Some negative scores were being triggered by a Gorgias automation that sent surveys while conversations were still in progress. Both teams agreed to explore changes to avoid mid-conversation sends.
- Clearer survey invite — A few small tweaks to the 🎓 Delivery email and wording made the survey clearer and helped set better expectations for customers.
- Time for a new baseline — To get a fair comparison, Everyday Dose agreed to pause further survey changes for a month and let a new baseline settle in.
Since then, scores have been climbing back up. More importantly, the team has a clear view of what’s actually driving CSAT, instead of relying on a single number.
Read more: 🎓 Why you need to lower your CSAT score
Because they were able to identify that really quickly, it helped us give that information to Gorgias and helped them resolve that.
Everyday operations — CSAT as part of the daily workflow
Now that those early issues are resolved, Everyday Dose runs a smooth and well-structured feedback setup.
Reopened tickets for real-time follow-up
When a customer completes a Simplesat survey, the original ticket in Gorgias automatically reopens in the agent’s inbox with the rating and any comments attached. Instead of digging through reports, agents see feedback right where they already work, so they can:
🔁 follow up on negative experiences quickly
🙏 thank customers for positive feedback
🔎 read the whole conversation alongside the survey response, ensuring a contextual response
Feedback doesn’t sit in a dashboard waiting for someone to check it. It drops straight into the existing workflow.
Using Topics to see what’s actually driving scores
Everyday Dose uses Topics in Simplesat to quickly see what their CSAT scores are really about, instead of treating every response as the same. Each survey answer can be grouped into themes that matter to them, and then reused as filters in reports and dashboards.
In practice, that means Emily doesn’t have to read every single comment when someone asks a question like, “Is this more of a service issue or a policy issue?” She can apply the relevant Topics, see how scores and comments cluster, and spot which themes are coming up most often. By connecting feedback to the most relevant themes, her team can uncover recurring issues and highlight trends over time.
For coaching and training, this is especially useful. The team can separate feedback that’s truly about agent performance from feedback about pricing, product, or other decisions outside the support team’s control. Agents are evaluated on the quality of their service, while other topics are routed to the teams best placed to act on them.
Saved reports and ready-made team views
With help from Simplesat’s team, Emily set up saved reports and team views that match Everyday Dose’s structure in Gorgias. Team leads don’t have to build anything from scratch each time they want to look at feedback.
Now, a lead can simply open Simplesat, click into their team’s view, and see CSAT, averages, and satisfaction scores for just their agents. Those same views feed directly into monthly performance reviews, one-on-ones, and conversations with training and operations.
There’s less manual reporting work, fewer spreadsheets, and more consistency around which numbers the business uses when they talk about performance.
Sharing wins with the whole team
Everyday Dose doesn’t keep good feedback locked away in reports. When a great comment comes in, the team makes sure everyone sees it.
Emily and the agents regularly post standout responses in Slack so the whole team can celebrate. As she explained, agents “really love seeing their positive feedback.”
That simple habit:
- highlights great work in public
- keeps everyone close to the customer’s voice
- makes feedback feel like something to celebrate, not just a number on a dashboard
VIP-specific surveys and views
As Everyday Dose grows, they now have a dedicated VIP support team. Emily wants to understand how that group of customers feels as a whole, and it’s important to look at their feedback separately from the overall CSAT numbers.
She brought the idea to Simplesat, and they’re exploring options such as using tags in Gorgias to send specific surveys for VIP tickets and creating views in Simplesat that show scores and comments just for those interactions.
“We are currently looking into having certain surveys sent out for different tags and different people within the team, and that’s just something I would never have even thought of doing.”
This gives Everyday Dose a clear path toward tracking VIP sentiment separately, with room to refine the setup as their programs continue to evolve.
A support relationship that makes changes easier
For Emily, a big part of using Simplesat is knowing she can reach out whenever something new comes up, like a change in Gorgias, a drop in scores, or an idea for a different survey flow.
Support conversations make it easy to bring new questions, even when she isn’t sure yet what the solution should be.
I’ve never been made to feel like I’m annoying or I’m asking too many questions, which is really great because I’ve asked a lot of questions.
That kind of back-and-forth matters for her team. Emily doesn’t have to design every feedback flow on her own, and she can keep discovering new options that make day-to-day work smoother for everyone.
What this setup shows Simplesat can do
1️⃣ Keep CSAT reliable in a busy Gorgias stack
Simplesat helps you spot issues like shared API limits or survey timing quirks, so you can fix the root cause and keep your existing tools in place without guessing where the problem sits.
2️⃣ Turn simple scores into real insight
Simplesat supports everything from one-click CSAT buttons to richer surveys with follow-up questions and comments. You can experiment with how you phrase survey questions, and ensure you get nuanced, actionable feedback.
3️⃣ Bring feedback into everyday workflows
When a survey comes in, the ticket reopens in Gorgias with the rating and comments attached. The same responses flow into saved team views and get shared as wins in Slack. Follow-up, coaching, and recognition all happen in the tools your team already uses every day.
4️⃣ Filter feedback the way your business thinks
Topics, team-based views, and segment-specific flows (like VIPs) let you zoom in on one theme or group at a time and reuse those views in training or performance reviews.
5️⃣ Make changes with a support team that’s hands-on
Simplesat’s support team works with you on flows, triggers, and reporting, so updates to your stack or surveys feel manageable and don’t require starting from scratch.
Emily’s advice to other e-commerce/subscription brands
⭐ ⭐ ⭐ ⭐ ⭐
Keep it simple. Use tools that give you clear and honest insights and make it easier for your team to take action. The right feedback system should empower your customers to share openly and help your team improve confidently.
