Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
- 212 Posts
- 700 Replies
Hi, I am New at Gainsight and I am trying to create a survey but whenever I click on survey 2.0 Tab it is showing me this. I create a permission bundle as well for assigning Permission but it won’t allow me to save my changes to it.Please provide any guidance onto this. Thanks
Hi there, Does anyone have any recommendations on how to automatically bring Google Forms survey data into Gainsight. When a seller closes a new logo deal, they currently fill out a Google Form with important handoff/deal information. We want to start pulling and capturing this information in GS to make this information more accesible and actionable for our CSMs. I know I can create a custom object and bulk update via CSV but is there a more automated way of doing this? Alternatively, has anyone built out a similar survey using Gainsight's own survey tools? Curious to hear what others have done in this area.
Hi Community! In NPS Analytics under the Feed tab, results are organized by the type of comment (positive, negative, etc). I have a requirement from my SVP Customer Success to order the results in chronological order within a certain category.Example:PositiveResults from todayResults from yesterday… Negative Results from todayResults from yesterday… Is there an option to do so? Thank you!
Hi,I’m interested in setting up recurring email engagement that would be sent every time the user leaves new NPS score on the recurring NPS engagement.I’ve read this article which I find really helpful, however, I have a doubt how it would work for the recurring NPS survey.For example, if user submits the NPS score today and gives us 9/10 he’ll get the appropriate automatic email for promotor. Fastforward 1 year from now and he’s not happy with our product anymore and on the recurring NPS engagement (it’s the same engagement as before which triggers on a yearly basis) he leaves us detractor score 5/10. What email would he receive considering I don’t see the option to set a time interval for when he filled out the NPS engagement.Any idea how this could be set up without having to create a new email and/or survey engagements?
Hi Community - we are interested in your feedback on Gainsight Surveys and where we can improve the product feature. Can you please take a minute to take this quick survey and let us know what you think about Gainsight Survey?https://gainsightsurvey.gainsightcloud.com/v1/sites/standardsurvey/SurveyResponse?at=1I0025DXE6KKG8JCV1N1DY1ONDG6CCQ6KNXH Thanks so very much!
I have two programs - one survey, one email chain. The email chain participant query will be built off the survey object - however I can’t build the query for the email program because the object is not available until a response is recorded.So now I have to run a live program to a test address to submit a live survey response that will then need to be deleted from the responses, just so that I can have that object available to query.Why is this type of power taken out of the hands of the admin - why can’t an admin flatten a survey themselves?
We often hear from customers that are uncertain which survey to use between the options of Non-anonymous, Semi-anonymous, and Anonymous. Choosing the “wrong” one for your use case can lead to quite a bit of rework and annoyance, so hopefully this guide helps you choose the “right” one from the very beginning! Let’s take a closer look at each survey option and also discuss possible use cases. Option 1: Non-anonymousThis type of survey is most typical and allows you to track each individual recipient in your metrics. You are able to use each Journey Orchestrator Program survey model, including CSAT, NPS, and Generic Survey. You’re also able to follow up with each individual respondent via CTA or email, as discussed in our recent webinar on closed loop NPS surveys.Sample use case: You want to get feedback from specific contacts at a customer regarding a recent implementation you finished. Based on the tone of feedback, your CSM will follow up appropriately via a Call to Action. Option 2
Discussion on the data setup in the User Survey Response. We have run into many issues with exporting to SFDC Survey Response, and wanted to share learnings. Each question/answer is its own record. If your survey has 2 questions, you will have 2 records in the object. The Foreign Key is the GSID for the survey. This can be used in a rule export as an update key or in reporting a row grouping If you have a questions with a multi-select, each option selected becomes its own record. For example, if you have 6 options and the user selects 3, there will be 3 records for the same question. You can make this into one field by applying the pivot and then transform using concatenation. Answers are in the Answer > Title for pre-set answers (multiple choice, etc). Freeform answers are in the Answer > Answer Text. These can not be concatenated. If you export, you should have a separate field for the free form text. We named it the same in SFDC and then put “other” to differentiate.
We’ve already explained five great reasons to upgrade from Survey 1.0 to 2.0. Now it’s time to get into the weeds a little bit and explain what exactly you need to do to make this transition as smooth as possible.If you're brand new to Surveys 2.0, you'll want to ensure you've completed all of these steps first before moving onto the last 2 sections.If you haven't already setup Company Person (and relationship person if you're using relationship), then we highly recommend your Company Person and Relationship Person objects are set up and populated (for more info on this, click here). Survey 2.0 is housed in our MDA, which means the Survey 2.0 objects have direct lookups to the standard objects in the MDA. Make sure your Users are synced into the User object within MDA, this will ensure you can provide Survey 2.0 permissions to create, distribute and/or analyze the results. For more info on this, click here. Create a domain Navigate to Administration > Domains You have two options
Hi guys. We’ve set up our first NPS survey using Journey Orchestrator and it’s gone out today and results coming back and showing in the analytics - which is great. I was looking to set up a report showing the score for this survey but can’t figure out how to do it - using a widget for the score. Any tips and pointers? And question (2) - one of the people surveyed, doesn’t want to respond. My reminder email is due to go out through the program in 5 days. How can I exclude this particular person from the reminder? Thanks Jason
Our Marketing team is interested in potentially sending the NPS survey we have in GS via text message. Is this something that other customers have done and if so, do you have a vendor/partner you would recommend?Also, I'm assuming since we'd be using the survey link from GS that we would still be able to see the results in GS and calculate the response rate, just based on looking at other posts, we would potentially have to use an anonymous survey instead of a non-anonymous?
We have received the “green light” from legal that we can send an annual survey to our customers to ask if they would like to opt in to any communication, even if they have opted out of communication. Right now, we sync the “Email Opt Out” to a field in SFDC to keep our various email systems in line. If the Person “Email Opt Out” is marked yes, can they still receive operational emails? Based on the criteria, legal categorizes this an annual operational email.
I’ve had many cases where customers have shown up to Admin Office Hours with one of the following scenarios: They’ve successfully created a CSAT survey but accidentally did not choose Customer Satisfaction Survey Model in Journey Orchestrator when setting up their program. They’ve correctly chosen the Customer Satisfaction Model in Journey Orchestrator but had not set up their survey as a Transactional survey.Both examples require rebuilding configuration and can understandably be frustrating for Admins. My goal with this tutorial is to help get ahead of such issues for any Admins looking to set up a CSAT program in the future! Here is the video tutorial I’ve put together. I’ve also included step-by-step screenshots and instructions below the video. Step 1: When setting up your survey, be sure to choose Transactional, rather than Non-Transactional. This allows you to associate an object and a field to each individual survey response. In my case, I associated Call to Action ID to the
I have a scenario where we are still relatively small as a business meaning that when a survey response is received, we have a CTA that goes to the CSM. In addition however we want our Head of Customer Success to also be notified to review the survey response. I cant find a way of doing this via the survey/JO route, has anyone done anything similar?My alternative I guess is to try and create a rule that looks at survey responses and creates a CTA.Any thoughts?
While we love the ability to capture these partially saved survey responses, I have gotten the suggestion from a few customers that we need to have some kind of customization to this process. Here is a specific use case that customers have asked for. Question 1 - [b]NPS (Mandatory)[/b] Question 2 - NPS comments Question 3 - Referral? [b](Mandatory)[/b] Question 4 - What type of referral What we are seeing is that even though questions 1&3 are mandatory, if someone logs in and fills out the answers to 2&4 and the partial save kicks in, it will save that response. When clicking on the survey, the unanswered questions don't even show up. The concern from the customer was that something was incorrect on the survey configuration. Furthermore, another customer is driving downstream processes (like creating escalations) using things like rules engine. [b] My Ask: Can we give the user the option to not save the survey (maybe send a reminder email first) if required field
Is there a way to include a link directly to the survey response in a Program email sent once a response has been received?
We have a survey (Surveys 2.0) currently running for our professional services team, who have Viewer Gainsight Licenses. Since they don't use Cockpit, we have a program set up to email them when a response is received from one of their customers. It includes the overall satisfaction answer, but we'd like to include a link directly to the full survey response to make it easier to navigate. Is this possible? We're currently driving this off the flattened survey object, and I didn't see anything there, but would be open to pulling in other objects if I knew where I could acess a direct link!
We are looking to move our product NPS in to Gainsight (using a program via JO in CS, but sent via an in-app engagement in PX) What I’m wondering is if the Role of the respondent (or indeed any other data) is always “live” or stamped at the point of the response - I’m specifically talking about in the NPS Survey Response object. We like to view our NPS by two different types of users, but we would want to know what they were at the time of their score (as it’s possible they could move between the two later on, or indeed no longer be a user and therefore have a null role). Does that already happen or how could we achieve it? Thanks in advance! Edit: I checked the object and it seems Role is just a string, so follow-up question - does that automatically get filled in (and, I assume, pull from the role of the person at the time they take the survey) or do we need to specifically write to it somehow?
Hello community! something very strange happened on Sept 12th between 1:00 AM and 1:07 AM Pacific time with our survey responses (CSAT, survey 1.0) and I’d like to see if anyone else has seem a surge like this that same day (or any other time). 383 survey responses were created/recorded during those 7 minutes. That can't be right. Maybe existing responses saw their timestamp changed all to the same time as a result of some glitch, or something we did? To give you an idea, a good day for us is getting about 5 responses. I’m asking here because I’m wondering if this has happened in our org only or if it happened somewhere else. thanks!Lyne p.s. yes, we will migrate to Survey 2.0 in Q4 ;-)
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