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Create a lookup to current scores of scorecard MEASURES from Company (not just Overall Score)

1 day ago

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Discuss Product Features
Surveys & NPS

Surveys & NPS

Share your questions and best practices on Surveys and NPS for Gainsight CS here.

252 Posts
806 Replies

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richa_bala

started this topic

How can Gainsight improve Load to Survey action?

We are interested in your feedback - We want to improve our customers’ experience of using Load to Survey action in Rules Engine.What are th...

252 Posts

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EmmettNRegistered User

asked in Surveys & NPS

Need help troubleshooting a rule error message: Custom field contains Invalid value {null} for EMAIL data type

Need help troubleshooting a rule error message: Custom field contains Invalid value {null} for EMAIL data type.I have a number of email addresses being failed for this error and i dont know why.

1 day ago

colettegoodeShoshin

asked in Surveys & NPS

Ability to Survey Internal Gainsight Users

We would like to have the ability to survey internal Gainsight users. The use case would be to get feedback on how they use the tool, dashboards used, NPS on the tool etc. The function could be similar to the Users category when creating a Journey Orchestrator program and allow us to target surveys at particular user groups.

9 days ago

MelissaCChampion

asked in Surveys & NPS

Reporting on CSAT Survey Scores / JO Automation

Hi there!Leadership wants to start analyzing the data once a week for a CSAT survey scores. I started building this off the CSAT Survey Response object, but I’m not getting any data for the fields pulled in, so I know I am doing something wrong… ALSO, we want to start sending automated email responses via JO if a customer gives us a low score… What object & fields would I report on?Just need a little clarity:)Thanks!

14 days ago

Snigdha AdirajuGainsight Employee: Shoshin

posted in Surveys & NPS

Unleashing Customer Engagement: ReviewPro's successful process with CS-PX Integration to Engage 40,000+ Customers for Mitigating Risk

Get ready for an insightful journey into the world of Customer Success (CS) and Product Experience (PX) with ReviewPro's dynamic team! 🚀 Our upcoming Customer Spotlight webinar is all about harnessing the magic of NPS strategies delivered in-app to achieve remarkable outcomes. 🔍 Peek into what's in store:Rapid response with clear CTAs Turning promoters into advocates Empowering detractors with smart strategies Data-driven enhancements for success With a staggering 40,000+ customers in their tech touch universe, Jessica Kurtz and Fernanda Padilla from ReviewPro will share how they masterfully combined PX and CS to elevate their NPS and risk management strategies. 🗓️ Mark your calendars for August 30th, 8 AM PST/ 11 PM EST. Register Here Don't miss this opportunity to glean valuable insights and turbocharge your customer engagement game! See you there! 🚀🔥

21 days ago

bmaydenVeteran Rookie

asked in Surveys & NPS

DStockRegistered User

asked in Surveys & NPS

NPS Survey Responder

Hi!We have identified a potential issue where our CSMs are able to submit NPS responses on behalf of their customers by following the survey link. This is great and exactly what we need in certain situations, however we can’t see that they is any confirmation of who actually submitted the survey. This means that our NPS responses are open to manipulation, as our team are targeted on both response rate and satisfaction. I was wondering if anyone else has encountered this issue and if there are any solutions currently in play?I can’t see how we’d be able to identify who submitted a response as the survey can be opened by anyone who has the link, with no way of collating their credentials - resulting in the contact who was sent the link being listed as the responder every time.

2 months ago

MelissaCChampion

asked in Surveys & NPS

NPS Tile in 360 - Color Coded

Is there a way to color code the NPS tile to reflect either, red, yellow or green?

4 months ago

spencer_engelGolden Ruler

published in Surveys & NPS

How to Create NPS Follow-up CTAs in Journey Orchestrator

You may have seen my post from last week regarding the Five Reasons to Upgrade to Survey 2.0. One question I got recently from one of our Gainsight Admins is “What about my Survey 1.0 CTAs?” For context, Survey 1.0 allows you to create CTAs straight from the survey itself. Survey 2.0 does not allow this because all Survey 2.0 surveys must be sent via Journey Orchestrator. This how-to guide explains how to create NPS follow-up CTAs within a Program when using the survey model.

6893

4 months ago

Bernard Bierens ToverRegistered User

asked in Surveys & NPS

Ownership customer surveys (incl. NPS)?

Hi all,Obviously for executing a successful customer success strategy multiple teams (product, marketing, etc.) must be aligned and helping customers by following up on their feedback. But who is actually accountable for setting up, sending out customer surveys (that represent questions of multiple teams)?

4 months ago

Scotty at CalendlyVeteran Rookie

asked in Surveys & NPS

How do I associate an object with a transactional survey?

The documentation says that this is possible, but I haven’t seen how I would tell the survey response which object specifically (this success plan on this account) this response should be associated with. For example, in my survey I have listed the success plan as the associated object, but in the rest of the configuration of the survey or the program, it isn’t requiring a Success Plan GSID. How do I connect those dots?

5 months ago

jrothShoshin

asked in Surveys & NPS

NPS Survey Program Error Message: "update the source to include mandatory fields"

Hi! I’m trying to set up a program to distribute a survey but keep getting the attached error message. As you can see in the screenshot, there is a “recipient email address” field but Gainsight doesn’t seem to be recognizing it as such. Any idea what to do here?

5 months ago

MelissaCChampion

asked in Surveys & NPS

CSAT Surveys - Text

Are you able to add text to the Ratings or Boolean survey?Thanks!

5 months ago

Sophie Lead ForensicsRegistered User

asked in Surveys & NPS

Qualification rules: X days between views

Hi, I’m hoping someone can help me understand 0 days vs 1 days between views!The intervals for engagements with X days between views, what does 1 day mean? In my engagement I have written “show engagement 3 times with at least 1 day between views” – will the survey show for example on Monday but not again until Tuesday, or will it show on Monday, but not again until Wednesday. I would like my engagement to show once every day, no matter how many times the user signs in on that day. So if the user signs in twice on Monday I would like them to see the engagement when they sign in on Monday morning, but not see it again when they sign in on Monday afternoon. I would like the user to see the engagement again when they sign in on Tuesday morning.

5 months ago

TaliaRegistered User

asked in Surveys & NPS

Survey to collect customer preference for a success call

Hello, We are in the process of building a proactive motion to invite customers to have a success call. We are going to use a Gainsight Survey to capture their preferences through the JO program. I’m looking for some tips from anyone who has used this approach and how you formatted your survey to gather the information. Thanks!

5 months ago

MelissaCChampion

asked in Surveys & NPS

Exporting NPS Analytics

Is there a way to export the NPS Analytics page? Thanks!~Melissa

5 months ago

MelissaCChampion

asked in Surveys & NPS

NPS - Comments

Is there a way to bold the comment section in the NPS score?Lots of our customers aren’t seeing it.Thanks!

5 months ago

MelissaCChampion

asked in Surveys & NPS

NPS - Conditional Wait Error

Hey!I am trying to set my conditional wait for an nps survey and I keep getting this error message no matter what # I enter between 1-10. HELP:(

5 months ago

jaymebRegistered User

asked in Surveys & NPS

CSMs getting 403 when viewing survey response preview

CSMs can no longer see survey results from the R360 view. They were successfully able to early last week but when they tried today, they received a 403 error code.

6 months ago

MelissaCChampion

asked in Surveys & NPS

NPS Survey - Site Not Found

I have created a site for our NPS survey, but I can’t find it on the dropdown list. It only shows the 2 that are “private”… It forces to to create a new site, but then I can see it behind my page: sorry the pics aren’t the greatest. I can send to email if needed.Thanks!

6 months ago

Anks89Veteran Rookie

asked in Surveys & NPS

Auto-Send Survey Reminder for manually triggered surveys

Hi All, If we manually send a survey in Gainsight, can we write a rule to auto-send a reminder after 7 days?

6 months ago

MelissaCChampion

asked in Surveys & NPS

NPS vs Generic Survey

What is the difference between an NPS survey and a generic survey?

6 months ago

MelissaCChampion

asked in Surveys & NPS

NPS Survey - Authentication

When creating a site for an NPS survey, are you supposed to check the Authentication Required or will that block some participants from accessing the survey? We are having issues with some of our customers receiving this survey and I’m not sure if this is why.Thanks!

6 months ago

MelissaCChampion

asked in Surveys & NPS

Wait Timer NPS

If I set the wait timer to 10 days for reminder email, is that 10 consecutive days or 10 Business days?Thanks!

6 months ago

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