Customer Support

How to run nps and csat surveys as DTC Brand Founders

Customer SupportFor DTC Brand Founders2 apps10 steps~20 min to set up

You launched an NPS survey once, maybe in a post-purchase Klaviyo email, got 40 responses, opened the CSV, and never did anything with it. Now your return rate is climbing and you genuinely don't know if it's the product, the shipping carrier, or the unboxing experience — because nobody told you. CSAT lives in a Gorgias tag nobody audits. Your support ticket volume tells you something is wrong but not what. You're flying blind on customer sentiment between quarterly reviews, and the tools that could fix this — Delighted, Medallia, even Typeform — are either too expensive, disconnected from Shopify, or require a dedicated ops person to close the loop.

Build this on Starch → See the apps used

Customer SupportFor DTC Brand Founders2 apps10 steps~20 min to set up

Outcome

What you'll set up

A recurring NPS + CSAT survey workflow that automatically triggers after purchase, after a support resolution, and at 90-day customer anniversaries — no manual sends required

A live dashboard that surfaces your NPS trend, CSAT scores by ticket category, and verbatim responses alongside the order data that explains them (AOV, SKU, fulfillment time)

An auto-escalation layer that flags detractors and low-CSAT tickets to your inbox or Slack the same day, with the customer's full order history attached so you can actually do something about it

The Starch recipe

Apps, data, and prompts

The combination of Starch apps, the data sources they pull from, and the prompts you use to drive them.

Apps used

CRM

Data sources & config

Starch connects to Shopify and Gorgias from its integration catalog — the agent queries both live when your survey workflows run. Klaviyo is connected from Starch's integration catalog to trigger post-purchase sends. Starch syncs your Gmail data on a schedule to power the Email Triage app, which surfaces detractor follow-ups. Slack is connected on a schedule so Starch can post real-time CSAT alerts to your chosen channel.

Prompts to copy

Build me an NPS survey workflow that sends a Klaviyo email 7 days after a Shopify order is marked delivered, logs responses with the customer's email, order value, and SKU list, and shows me a rolling 30-day NPS score on a dashboard

Build me a CSAT survey that triggers when a Gorgias ticket is closed, logs the score and verbatim comment alongside the ticket category and resolution time, and sends me a Slack message whenever a score is 1 or 2

Show me all NPS detractors from the last 60 days who spent more than $150 and haven't received a follow-up — draft an apology email for each one I can review and send

Run these in Starch → or paste them into your favorite agent

Walkthrough

Step-by-step

1 Connect Shopify from Starch's integration catalog and connect Klaviyo from Starch's integration catalog — Starch will query order status and trigger survey sends from these live connections.

2 Connect Gorgias from Starch's integration catalog so Starch can pull closed ticket data, ticket category, and resolution time into your CSAT workflow.

3 Tell Starch: 'Build me an NPS survey that fires 7 days after a Shopify order ships, records the score and open-text comment, and ties the response back to the customer's email, SKU list, and order value.'

4 Tell Starch: 'Build me a CSAT survey that triggers when a Gorgias ticket status changes to closed, captures a 1–5 score and optional comment, and stores it alongside the ticket category and agent name.'

5 Starch builds a survey response dashboard — you see rolling 30-day NPS, average CSAT by ticket category (shipping, returns, product quality), and a filterable table of verbatim responses you can sort by order value or SKU.

6 Set up the detractor alert: 'Any time an NPS score of 1–6 or a CSAT score of 1–2 comes in, post the customer's name, score, comment, order total, and SKUs to my #support-alerts Slack channel immediately.'

7 Use the Email Triage app — connected to your Gmail data synced on a schedule — to auto-draft recovery emails for high-value detractors: 'Draft a recovery email for every NPS detractor in the last 30 days who ordered more than $100, referencing what they bought and offering a resolution.'

8 Set up a weekly digest automation: 'Every Monday at 8am, send me a Slack summary of last week's NPS and CSAT scores, the top 3 negative verbatim themes, and any detractors I haven't responded to yet.'

9 Connect Starch to your Klaviyo segments — if a detractor hasn't been re-engaged within 14 days, automatically add them to a win-back flow you've already built in Klaviyo.

10 After 60 days of data, ask Starch: 'Which SKUs have the lowest NPS scores? Which fulfillment methods correlate with the lowest CSAT?' — the agent pulls from your live Shopify and survey data to answer in plain English.

See this running on Starch

Connect your tools, describe what you want, and the agent builds it. Closed beta is free.

Try it on Starch →

Worked example

April 2026 post-reorder NPS blitz — Candle brand, $420K ARR

Sample numbers from a real run

NPS surveys sent (7-day post-delivery trigger)	312
Responses received	89
NPS score (rolling 30 days)	41
Detractors flagged (score ≤ 6)	18
High-value detractors (order > $80)	7
Recovery emails drafted by Starch and sent by founder	7
Customers converted back to repurchase within 30 days	3
Revenue recovered	314

A DTC candle brand with three hero SKUs and a growing subscription base was seeing a 14% return rate on their seasonal gift sets but couldn't isolate the cause. After wiring up Shopify and Klaviyo through Starch's integration catalog, they set a 7-day post-delivery NPS trigger. In April, 89 responses came in — 18 detractors. Starch's dashboard immediately surfaced a pattern: 11 of the 18 detractors had ordered the 'Holiday Trio' bundle, and 9 of those mentioned 'broken lid' or 'cracked wax' in the open-text field. That was a packaging problem, not a product problem. The founder had been assuming it was scent preference. Separately, CSAT scores on Gorgias tickets tagged 'shipping' averaged 2.1 versus 4.4 for tickets tagged 'product question' — one carrier, one zip code cluster. Starch drafted recovery emails for the 7 detractors who'd spent over $80; the founder reviewed and sent all 7 in under 20 minutes. Three reordered within a month, recovering $314 in revenue that otherwise would have churned. The packaging fix shipped in May. By June NPS was 54.

Measurement

How you'll know it's working

Rolling 30-day NPS score (segmented by SKU and fulfillment method)

CSAT score by Gorgias ticket category (shipping vs. product vs. returns)

Detractor response rate and time-to-response

Revenue recovered from detractor win-back outreach

Survey response rate by trigger type (post-purchase vs. post-resolution vs. 90-day anniversary)

Comparison

What this replaces

The other ways teams handle this today, and how the Starch version compares.

Delighted or Medallia

Best-in-class NPS tooling but neither knows your Shopify order data or Gorgias tickets, so you're manually cross-referencing CSVs to figure out which SKUs or issues are driving scores

Klaviyo survey emails (DIY)

You can send a survey via Klaviyo but responses land in a Google Sheet with no automatic connection to order history, ticket data, or follow-up workflows — someone has to do the work manually

Gorgias CSAT native feature

Captures post-ticket satisfaction scores in context, but data stays inside Gorgias and doesn't combine with post-purchase NPS, order value, or SKU-level trends across your whole customer base

Typeform + Zapier + Google Sheets

Flexible for one-off surveys but the three-tool stack breaks constantly, has no AI analysis layer, and you're rebuilding the Zap every time you add a new trigger or change a Shopify field

On Starch RECOMMENDED

One platform — crm, founder inbox all running on connected data. Setup in plain English; numbers stay current via scheduled syncs and live agent queries.

Try it on Starch →

FAQ

Frequently asked questions

Does Starch actually send the survey emails, or just trigger them?

Starch connects to Klaviyo from its integration catalog and can trigger sends from your existing Klaviyo flows, or it can use your connected Gmail to send directly. The cleanest setup for most DTC brands is using Klaviyo for delivery — you keep your brand templates — and Starch for the logic, response capture, and downstream actions.

I use Gorgias for support. Can Starch read my closed tickets to trigger CSAT?

Yes. Connect Gorgias from Starch's integration catalog and the agent queries your ticket data live. You tell Starch what closed-ticket status should trigger a CSAT send and what fields to log alongside the response (ticket category, agent, resolution time, customer email).

What if my survey tool is Typeform or something else — do I have to switch?

Not necessarily. Starch can automate Typeform through your browser — no API needed — to pull response data, or connect Typeform from Starch's integration catalog if it's available there. Alternatively, Starch can build a lightweight survey surface natively so you skip the third tool entirely.

Is Starch SOC 2 certified? I'm nervous about piping customer email addresses through a new platform.

Starch is not SOC 2 Type II certified today. If that's a hard requirement for your business (or a brand partner's compliance checklist), it's worth knowing upfront. It's on the roadmap.

Can Starch tell me which products are getting the worst NPS scores without me having to build a pivot table?

Yes. Once your survey responses are tied to Shopify order data, you can ask Starch directly — 'Which SKUs have the lowest NPS scores this quarter, and what are the most common complaints in the open-text responses for each?' — and get a plain-English answer backed by the actual data. No pivot table required.

Will this replace my actual support tooling like Gorgias?

No. Starch reads your Gorgias data to power surveys and insights but doesn't replace the ticket queue. The Customer Support Agent app — coming soon — will handle first-line ticket resolution across chat and email, but the CSAT workflow described here works today on top of whatever support tool you already use.