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19 hours ago

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Surveys & NPS

Surveys & NPS

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

240 Posts
764 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...

240 Posts

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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.

3 hours 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!

22 hours ago

Anks89Veteran Rookie

asked in Surveys & NPS

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!

15 days ago

sri.pamidiRegistered User

asked in Surveys & NPS

Single Survey for different learning paths which are combination of different courses

Hi all, We need to send a survey to get feedback on different learning paths. Each learning path is a combination of different courses. There are a total of 25 learning paths. people registered for a learning path and finished courses for same should receive survey related to specific learning path.Challenge: learning paths contain similar courses.Example : Learning path 1 is a combination of courses A,B,C.Learning path 2 is a combination of courses A,B,C,D.People registered for learning path 2 and finished courses A,B,C shouldn’t receive survey of learning path 1.

23 days ago

sri.pamidiRegistered User

asked in Surveys & NPS

Single Survey for different learning paths which are combination of different sourses

Need to send a survey to get feedback on different learning paths. Each learning path is a combination of different curses. There are a total of 25 learning paths. people registered for a learning path and finished courses for same should receive survey related to specific learning path.Challenge: learning paths contain similar courses.Example : Learning path 1 is a combination of courses A,B,C.Learning path 2 is a combination of courses A,B,C,D.People registered for learning path 2 and finished courses A,B,C shouldn’t receive survey of learning path 1.

23 days ago

MelissaCChampion

asked in Surveys & NPS

Generic NPS Survery

Does GS have a generic NPS survey?

1 month ago

MelissaCChampion

asked in Surveys & NPS

Training Documentation - NPS Survey

Is there training documentation for NPS Surveys for end users?Thanks!

1 month ago

donnamcnamaraShoshin

asked in Surveys & NPS

Voice of the Customer Survey

Hello! I’m working on a voice of the customer aspect to our health scores - wanting to add customer sentiment. I’m planning to leverage Gainsight surveys to do so and considering something very simple: 1 question to rate us with a open text box to allow comments (similar to NPS). I would greatly appreciate anyone sharing what you’re doing around capturing customer sentiment and how you’re bringing that into your health scores. TIA!

1 month ago

MelissaCChampion

asked in Surveys & NPS

CSAT Surveys - Text

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

1 month ago

BabaOlukShoshin

asked in Surveys & NPS

How can I send an NPS after a Success plan closes?

I would need the steps within Gainsight, and the goal is to send an NPS after a CSM has finished the success plan.

1 month ago

billrlarseniiiShoshin

asked in Surveys & NPS

Company Data on Survey Analytics

When running a survey in Gainsight, are we able to capture point-in-time data when the survey is taken (rather than seeing the data as it is at the time analytics are viewed)?For example, we have an Implementation team that does all our implementations. They are not assigned an account long-term, but only for the implementation. In 6 months, if I run a analytics for a CSAT survey that was taken today, I’d like the analytics to reflect the Implementation team member that was assigned at the time the survey was responded to, not the Implementation team member that is assigned when I run analytics.Is this possible?

2 months ago

AvielRegistered User

asked in Surveys & NPS

What timeframe is used to calculate the Average NPS System Field on the Company Object?

I’m trying to understand the average NPS system field on the Company Object. How is this field calculated? Is it the average of all True NPS scores on the Company in the last X days? How many days does it look back? Thank you!

2 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?

3 months ago

sannevdbremenRegistered User

asked in Surveys & NPS

Anonymous Survey linking to accounts

Hello,We are trying to set up an anonymous survey, however, we would like to link the responses back to accounts in Gainsight is this possible? Thanks!

3 months ago

MelissaCChampion

asked in Surveys & NPS

NPS Survey - Design

Hi There!I am creating an NPS Survey and was wondering if there was any way to get rid of the smileys BUT keep the colors for the ratings? Thanks:)

3 months ago

zdsiegertVeteran Rookie

asked in Surveys & NPS

Overall Survey Response Rate

Hi all! I am looking to generate a report that shows all Surveys Sent in a time period and the Responses in order to calculate the Response Rate. Would also be interesting to view Survey response rates by Account or by Segmentation. The JO Program Analytics calculates this for a single program but I am unable to identify which object should be used in order to do this across all Surveys. Does anybody know which object to use in order to replicate the above for all Surveys in a time period?

3 months ago

DrewDRRegistered User

asked in Surveys & NPS

Ideal NPS Survey Contacts

Currently evaluating our NPS contact strategy. Specifically trying to ensure we are targeting the correct Decision Maker contacts. I am curious how others determine the best contacts involved in decision making processes to survey?

3 months ago

Ruqaiyah GiletwalaShoshin

asked in Surveys & NPS

Company NPS Score

Hi Team, I want to be able to show Company NPS % (Promoters-Detractors / Total Respondents). GS does not have any field which gives me this value hence I created a report in data designer. This report runs every hour but I want the score to change real time. Is there a way we can do this? ThanksRuqaiyah

4 months ago

BabaOlukShoshin

asked in Surveys & NPS

How do I get survey to be active from draft

I am not sure why my survey is in draft when the questions are active?

4 months ago

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