Shopify CSAT Dropping After You Turned On AI

CSAT drops are a content bug until proven otherwise.

The formula

Usually invented windows or slow escalations. Read reopened tickets, not the resolution %. Write the inputs on a napkin: tickets, minutes, loaded hourly, software, refunds you treat as ops. If an input is missing, you do not have a KPI — you have a mood.

Human touches on this ticket type before vs after the change.

What “good” looks like

• After-hours first response that still moves (an agent, not a hero).
• Reopen rate that does not rise when AHT falls.
• Cost per order that finance will repeat without a footnote.
• CSAT split by ticket type — late freight vs refunds are not the same sport.

How this number lies

Deflection that becomes an email 10 minutes later is not deflection.

Split it or ignore it

If your desk cannot cut the number by type (WISMO, refund, exchange, other), change the reporting before you change the tool. A single tile is a billboard.

Load this rule into Relay and stop solving csat dropping after you turned on ai by hand at midnight.