How can NPS be configured to go out on a rolling basis?

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  • Updated 12 months ago
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The tutorial on Gainsight Go explains how to get an NPS out once a month, but not on other timeframes. if you tracked customer age by days (from contract) would that be more of a rolling NPS instead of triggering an outreach once a month?
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Posted 12 months ago

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Lauren Tallerico

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Within the Powerlist you can set the timeframe you would want this to fire. For us we did it based off of the Renewal Date in SF and have the NPS survey rolling throughout the year. 
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Britton Walker, Alum

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We use the Life cycle weeks per year field on the Customer Info object. It keeps track of how many weeks an account has been a customer. The value is increased by one every seven days from the Billing Start Date up to 52 then resets to 1 on the customer's anniversary.

You can add this field as a criteria in your power list and specify how often  you want to send the NPS on (e.g. 3 months = 13 weeks, 6 months = 26 weeks, etc.)
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Seth, Employee

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We send NPS surveys quarterly, so this was the setup I just mentioned over here :-)

I created a Salesforce Formula Field, Integer, to give me the month of a customer's start date:

I then created a Formula Field, Checkbox, to tell me whether I should be sending the survey "this month":
MONTH(TODAY())= Customer_Start_Month__c || 
MONTH(TODAY())+ 3 = Customer_Start_Month__c || 
MONTH(TODAY())+ 6 = Customer_Start_Month__c || 
MONTH(TODAY())+ 9 = Customer_Start_Month__c || 
MONTH(TODAY())- 3 = Customer_Start_Month__c || 
MONTH(TODAY())- 6 = Customer_Start_Month__c ||  
MONTH(TODAY())- 9 = Customer_Start_Month__c
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Dan Ahrens, Official Rep

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Hi Laura, I'd love to get a little more detail into your use case here. Do you have some scenarios in mind where a monthly NPS wouldn't be frequent enough?

Also, with Advanced Outreaches and Bionic Queries (link) you could create a query to be that specific (in days). I'm just curious as to the use case that would mandate more frequent outreaches than monthly. 
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We are looking into reporting at a couple of specific points in the customer lifecycle and waiting a month would miss the mark. 
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Thanks for the help everyone!
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Andy Roy

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What Lauren said. :)  You can use a campaign with higher cadence, but a Powerlist which narrows the recipients to just the right audience.

We send out surveys via a few outreaches.  We send monthly to a Powerlist of customers whose accounts are up for renewal in 4 months (with a follow-up a week later to those who didn't open the first email).  We also have an NPS campaign that triggers daily, but the Powerlist only includes customers who just completed onboarding (and the survey is worded with a focus on the onboarding experience).  Another is more of a CSAT survey than NPS, but again, it's sent every day.  The Powerlist includes anyone who had a service desk support case closed the previous day.