Can you use survey links without sending the survey email through Gainsight?

  • 1
  • Question
  • Updated 1 month ago
  • Answered
Can you set up a survey from within Gainsight, but just pull out the survey link and send it through another source? Or does the survey have to be sent from within Gainsight (CoPilot or Email Assist) for it to work and track?
Photo of Ky Powell

Ky Powell, Champion

  • 2,230 Points 2k badge 2x thumb

Posted 1 month ago

  • 1
Photo of Dan Ahrens

Dan Ahrens, Gainster (employee)

  • 22,658 Points 20k badge 2x thumb
Hi Ky, you can copy the survey link and distribute via another source, but then you'll lose the ability to track individual respondents. In effect the survey becomes totally anonymous, including allowing people to respond more than once. In most scenarios you'll probably want to tie the survey responses back to the Contact or Account, right?

PS - this is super easy with Surveys 2.0 (released this month): https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Surveys_2.0/Distribute_Surveys_2...
Photo of Ky Powell

Ky Powell, Champion

  • 2,230 Points 2k badge 2x thumb
Thanks Dan. Yes, we would want to be able to tie that back to both the Contact and the Account. But even with Surveys 2.0, we would lose the ability to do that if we just used the survey link?
Photo of Dan Ahrens

Dan Ahrens, Gainster (employee)

  • 22,658 Points 20k badge 2x thumb
You're correct, if you just copy the link and distribute it manually or insert the link into a mailing, there is no way to track Account or Contact. 

Basically the tracking is done by creating a unique link for each participant, which is why we recommend distributing the survey via Advanced Outreaches ideally.