New Task Type - "Close Loop Task" for survey feedback

Currently


when a customer takes a survey and they are dissatisfied with something we


create a close loop process in our other survey system (which will be changing


to Gainsight). Something similar to a CTA is created where the only task to


complete is to reach out to the customer for some more feedback. Gainsight is


so much more powerful here allowing us to make multiple tasks and assign to


anyone. BUT (and this is what I am trying to figure out how to accomplish) when


we reach out to the customer and gather their feedback about why they were so


dissatisfied we fill out a form to categorize their feedback, fill in what any


corrective actions we are taking, and coaching comments.  We use this info


for further analysis with systemic issues and corrective action initiatives


organization wide.















 















I


have thought about adding “trees” to a survey questions to gather more info if


they select a certain question but I don’t want survey fatigue which is what we


saw when we tried to do this initially with our other tool.  A customer


would start the survey and then not finish it.  















 















We


almost need a separate “Task Type” just like a normal task that we could assign


to a CTA but a “Closed loop Task” that would allow us to configure a form (like


a survey with dropdown options, etc) that our employees would fill out while


they are chatting with the dissatisfied customer. This Task would need to be


linked to that initial dissatisfied survey response for analysis/trends, which


also means the CTA would need to be liked to not only the Company but the


customer that gave the dissatisfied survey response (like automatically being


filled in under associated contacts).















 















I


hope this was clear enough to spark some ideas or at least questions so we can


conceptualize together and come up with a solution for close loop. 


Gainsight starts the survey close loop with CTAs/Tasks but the last leg is


analyzing the additional feedback for trends and corrective actions. Does this


make sense? The idea it to take the


additional feedback from the customer we get when talking with them and


categorizing exactly why they were dissatisfied with “x”, analyze similar situations, and drive corrective actions, then communicate this back to our customers.