Hi Community!
I’m looking to move our CSAT surveys to be sent through Gainsight. Gainsight is great at reporting the score responses (1-5), but I’m struggling to be able to calculate the Satisfaction Score %.
Satisfactions Score % = # of satisfied responses (score = 4 or 5) / # of total responses
I can get static scores by using Data Designer; however, that’s not scalable, particularly if we want to view the data by..
- CS Segment
- CSM
- Quarter
- Changes over time
- Etc.
Has anyone else found a good way to calculate and view this data in Gainsight?
Hi Carolyn,
Can you not use Bionic rules to create a calculated field “Satisfaction Score %” ?
Katerina
If you keep track of the numerator and denominator on Company object (the total number of responses and the total number of satisfied responses) , you could use a formula field in a report to show the percentages. Here’s how to create a formula field on reports:
SFDC Version Instructions
Nxt Version Instructions
Hope this helps.
Thank you@jean.nairon ! I may try that. In the short term, we are populating the survey into a SFDC object and using a Summary Formula field in SFDC reporting. Would rather keep everything in Gainsight, however.
Is there any expected timeframe for when that may be released?
Hi Community!
I’m looking to move our CSAT surveys to be sent through Gainsight. Gainsight is great at reporting the score responses (1-5), but I’m struggling to be able to calculate the Satisfaction Score %.
Satisfactions Score % = # of satisfied responses (score = 4 or 5) / # of total responses
I can get static scores by using Data Designer; however, that’s not scalable, particularly if we want to view the data by..
Has anyone else found a good way to calculate and view this data in Gainsight?
Hello Everyone!
Happy to announce that your request has been considered and included as part of the v6.19 release (SFDC / NXT). With this release, the CSAT question type is added to the list of Survey Questions. Admins can now select the CSAT question type and configure it while creating a survey.
This feature is implemented in both SFDC & NXT versions.
Thanks for posting!