GainSight Survey Inquiries

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My company is just getting started with GainSight and I am looking into extending the survey functionality outside of our Customer Success team and into our Support department. Currently, we are leveraging Simple Survey to fire off an email, when a Salesforce case is closed, to customers. That email contains a single question which, when answered, launches a web page with the remainder of the survey questions and records the initial answer in addition to any subsequent answers from the full survey page.

1) Is this something that is achievable with GainSight surveys? I have gone through the "Admin - Surveys" course on the Customer Success University, but was unable to find a clear answer on that.
2) Can a question type "Rating" not be linked to another question based on the answer? One of our questions asks about the overall support experience with the technician and offers radial options ranging from 1-10 (similar to how the NPS question type looks). Anything at 6 or below, we display an additional question that asks the customer if they would like a supervisor to contact them regarding the experience. Unless I am missing it, the Linking icon/option is not available on the question type for ratings (and I am unable to locate documentation saying whether or not this is intentional). Additionally, there is no option to put in another question that is similar to the NPS question, at least in terms of structure - radial options each with a link icon available beneath it.

Any assistance here would be greatly appreciated!
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Chris Milner

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Posted 2 weeks ago

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Denise Stokowski, Official Rep

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I can help a bit with number one...
1) Yes you can do this with Gainsight surveys.  First, you can use the Event Framework to capture the case close event from SFDC to trigger the survey.  https://support.gainsight.com/Administration_and_Permissions/General_Administration/Events_Framework_Overview#Sample_SFDC_Case_Trigger Second, you can choose to have one question appear in the email body and then take the recipient to the web site for fur other questions  https://support.gainsight.com/Surveys/Survey_Distribution/In-Line_Survey_Overview
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Chris Milner

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Thanks!
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Sekhar Dutta, Employee

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For the 2nd question - 

2.1)  To link Rating question with another question you can use Survey 2.0.  In Survey 1.0 question linking is not supported for rating question.
https://support.gainsight.com/Surveys/Surveys_2.0
https://support.gainsight.com/Surveys/Surveys_2.0/Survey_2.0_Design#Display_Logic

2.2) Right now there is no option to put in another question that is similar to the NPS question, though you can use rating question with 10 Star to achieve the same.

In near future NPS like rating question will be available in Survey2.0.


(Edited)
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Chris Milner

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Thanks for getting back to me! Is my understanding correct here though that I cannot use Salesforce as the distribution method for Surveys 2.0? i.e. If I moved to the 2.0 beta to accomplish what I need for my second question, I would be unable to have the survey trigger on the case closed event, at least until Salesforce distribution functionality makes it to 2.0?
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Sekhar Dutta, Employee

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1. Yes you are correct, for Survey2.0 you can not use Salesforce email service, you have to use Journey Orchestrator(Advanced Outreach-(AO)).

2. You should be able to use Case closer trigger event to send Survey 2.0 using Program (AO).  Just make sure that SFDC Account and User are synced with Gainsight Company and User (Administration -> Gainsight Connect -> Company)
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Sekhar Dutta, Employee

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Hello Chris,

Regarding the NPS like question see if below trick works for you- 

Survey 2.0
========
1. Create a 'Multiple Choice' type question.
2. Add 11 answer option from 0 to 10.
3. Set Control type as radio.
4. Set Layout as Horizontal.