Replies posted by andy_sackley
My 2 cents.... I still believe this should be something that we should not have to add fields for in salesforce and should be able to see right out of Gainsight. In some cases a non-response is as bad as a detractor response and so from a 360 degree view perspective, it's not just about responses, so the CS team should be easily able to see this where they are working, have the ability to reach out and follow-up with non-responders and encourage them to take the survey. Taking our team out of Gainsight into salesforce reports to try and work this stuff out is an adoption/process nightmare.
Completely agree. It's important not only to be looking at the scores I am receiving, but also at metrics like the response rates etc. If a large proportion of my customers are telling me something by not participating, then I need to have that visible as part of my Program Dashboard otherwise I am not communicating the full NPS story to my Execs!
Good question and that should have been another bullet! :) From an anti-toxicity point, we capture & populate a 'date surveyed' field and then use that (along with other info) to make sure that we don't send a new survey for 90 days. This means people don't get hit with multiple requests too quickly.
Here are mine... [list] [*]For the survey: as this is a transactional (point in time) survey, I'd recommend keeping it as simple & short as possible: an Overall Sat Q, a few Agent/Case related Sat questions and an 'Any other feedback' comment question to capture other feedback. Unless you have very different cases or products, you may not need any clever show/hide or branching logic. [*]For transactional surveys like this I typically recommend 2 reach outs max (so 1 invite and 1 reminder). Each will typically have slightly different wording. I would normally do the invite the day after case closed and a reminder 7 days later. Any longer and the person closing the case may not recall the case and not give the best response. [*]Best practice is to call out the Case ID / Subject that you are asking the questions about (so pull it into the email and survey. This ensures you are getting feedback on that specific closed case and allows you (for compensation purposes), to tie it back
Apologies for jumping onto an old trail - We just ran into this challenge at the 11th hour prior to deploying. For transactional surveys (particularly with a support 'case-closed' situation) - it is important to know which closed case triggered the survey so that you have the context of the case when reading the survey response. A 'How To' vs a 'Bug - my system is down' ticket will likely have a significant impact on how the respondent answers the survey and should be something that is kept in mind in any closed loop action taken on the response. Eventually we would like to actually metric part of our support team's bonus on this survey output, but if I can't associate the case, I can't associate the support agent that worked with the customer and so can only compensate the team on an overall score, instead of one that is specific to them. This is really disappointing and more than a little frustrating. Maybe yet another reason to move all of my surveying out of Gainsight and into a
We'll give that a go. Rather than creating a test account in Salesforce, we do have an account for our own company, so I've made sure I'm an associated contact and will try to set up a powerlist based on Account= Company and CMe to test with. Fingers crossed!
I would tend to agree with David. I've found this to be standard in most enterprise surveying tools. To build on his comments, these are 2 immediate use cases I would have; [b]1) Support / Case surveys[/b] - as you are connecting the response to that specific case, you want the response to be sent back quickly whilst the case is fresh in the recipients mind. You don;t want them taking the survey 2 weeks or more after the case was closed when they have either i) forgotten about that case, or ii) may be responding based on a more recent (new) case experience which is not linked to the original survey. [b]2) rolling relationship or NPS surveys[/b] - in order to feel comfortable publishing results internally, you need to be sure the results will not change! Without being able to expire the survey link, people could respond 3-6 month later and change your historical trend reports when their responses are associated to those previously reported time periods. Ideally the survey link expi
Sorry for jumping in on this thread! Scott - would it be possible to make this specific to a particular survey ID (for example capture last NPS survey contact date and last support case survey contact dates separately)? We may (in future) decide that it's ok to send an NPS survey to someone that has recently completed a case survey, so am thinking about future-proofing for that scenario. Thanks!
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