Tokens from Survey Response in follow-up Email Assist

  • 6
  • Idea
  • Updated 11 months ago
  • Implemented
We just launched an NPS survey, and we are using email assist to send a follow-up email to every customer who responds.  (Email assist because we can customize the response to request follow up call, ask a question, or just say thanks).

We are also using email assist to notify the sales rep of certain responses (like: Joe at ABC gave a score of 0).

It would save us a ton of time if we could use tokens related to the survey response in those email assists.

Example:
To the acct owner: [Customer Name] at [Account] gave a score of [Score].  This was his comment: [Comment]

To the Customer: I'd love to learn more about your rating of [Score]
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Nicole Alrubaiy

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Posted 11 months ago

  • 6
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Dan Ahrens, Official Rep

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Hi Nicole, have you tried the new Survey Flattening option to provide all of the survey responses in a single row of data? I believe this should help you with your specific challenge of getting the score and comments into a tokenized outreach. 
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Jake Smith, Champion

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Hey Dan - is there any way to utilize this after a survey has already been published?
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Dan Ahrens, Official Rep

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Yes, check this article for info: https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Survey_Flatt...

After the survey flattening has been turned on, click the option “Reset the flattened reporting” and click Save. This automatically creates a new MDA object with the same name as the survey suffixed with “flattened”. 
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Jake Smith, Champion

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Awesome, Dan! Thanks for pointing this out. Game changer