Survey questions

Related products: PX Engagements

It would be ideal to have the option to customize the question we send to our customers at the end of a survey depending on the score they provide us. 

For example, if it is a Promoter the question could be different from the one we ask to a Passive or Detractor. So far this option is not available in PX and could be quite useful in order to have more insights from our customers and users.

@Fernanda , while this is not native to the individual survey, here is a workaround.

 

Create a single survey question to follow each response segment. (detractor, passive, promoter, etc. or 1 star, 2 stars, 3 stars ...)

Use the previous Score Survey as the rule for the follow-up Single Question Engagement.

Turn off throttling to allow the Single Question Engagement to launch immediately following the Score Survey.

 

Single Question Survey Rules (select your Score Survey)
Pro-tip - set Last to LESS THAN 1 days ago so it ONLY triggers when the Score Survey was just completed.
Turn off throttling

 


@Fernanda - we released Survey Branching on PX in September 2022. 

 

https://support.gainsight.com/PX/Release_Notes/2022/2_PX_Release_Notes_September_2022#Conditional_Multi_Question_Survey_Engagements

 

Note: Multi Question Survey do not support out-of-the box NPS question - but you can create a rating question on a scale of 1-10 and assign conditions like “<4” show Step 2 - “between 5 -8” then show Step 3 etc


PlannedDeprecation Planned

Updated idea statusPlannedImplemented