Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
- 252 Posts
- 806 Replies
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.
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!
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Hi!! Does anyone have any type of guide they used to pull survey data into Salesforce from GS surveys? We need to replace the standard one that was part of the SFDC version since the NXT upgrade. Would you just recreate all of the fields that are in the survey response object into Salesforce?
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.
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.
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)?
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?
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?
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.
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!
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