Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
- 213 Posts
- 702 Replies
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 ;-)
Hi Can anyone share some examples or thoughts please on how best to report in Gainsight on a closed loop process - for learning purposes, internal improvements etc? As an example: A transactional survey goes out, low CES/NPS triggers a risk CTA which is part of the JO program. CTA is classed as Reason=Detractor Response. This CTA is then handled by a CSM, all follow-ups are tracked in this CTA via task and timelines. Once a satisfactory resolution is reached, this CTA is marked as Closed. We have 1 relationship survey (bi-anual) and 7 transactional surveys running concurrently. How can we, customer health department, best track the results of actions taken, on which feedback from which survey - at least top line? Thanks Katerina
Hi Team, Currently, we are supporting “string” type of fields in the following objects , under Survey Display Logic. Company company person Relationship Relationship person. It would be great to have a support for other data type fields like “boolean” and “Rich text Area” in survey display logic. Best,Hardik
We are in the process of creating 4 different surveys for different teams: 1. Post Onboarding/Implementation experience 2. Post Instructor led Training session 3. Post Support Ticket closing 4. Post Transition - Unique project to move customers from old platform to new one All these surveys will be conducted apart from our regular quarterly NPS surveys. My questions are related to how GS manages all these 4 surveys. 1. Can we use same URL for hosting all 4 surveys ? I am assuming no (otherwise, how GS knows which survey is active at the moment during scenarios when multiple surveys are sent out at the same time). NPS has seperate URL 2. Where are these surveys results hosted in the data object ? NPS results are in NPS Survey Response Object 3. Is there a way to build a check to see if a certain customer has received a survey1 already so we should not be sending them survey 2 to avoid survey fatigue ? Building triggers etc Any suggestions ?
I’ve used Delighted before and supplemented the surveys - mainly NPS - that we’ve used Gainsight for. Looking now at potentially using them again, I love the simplicity of how their interface and survey programmes work. But also want to see if I can bring in the results into Gainsight. Is anyone using Delighted alongside Gainsight? Would love to hear more.
Team, One of our client needs to get a below response rate from the Program Analytics over a report builder The Use Case is they need to display it in the Dashboard. Is there any alternative way to achieve this requirement via Report Builder. If not can we condisfder this use case as well.
This is somewhat of a wide open question, as it potentially involves surveys, rules, and reports. We are using the survey question type of “Matrix” for 4 parallel surveys, which results in 4 different datasets and flattened answer tables. Each of these surveys has 8-10 attributes/ questions in the matrix- but when you look at the data, the flattened file displays each potential answer as its own column in the MDA table, making it impossible to run averages or display the full survey results in a tabular report on a Dashboard. Does anyone have a good way to merge or transform the data set so that all of the response options for a specific matrix question is contained in a single column in a new customer object?
We have recently set up an external action with Slack, allowing us to use the rules engine to post NPS responses to a new NPS channel created in Slack. While the companywide visibility into our NPS responses and feedback is great, does anyone have ideas or best practices on how to use such a channel to create action and accountability? We already have CTAs going for our CSMs for their own NPS responses in their portfolios. However, we want to make sure posting all responses to a channel creates action and ownership, and not just become a running list of responses people read when they have time.
We use the SFDC Data Import Wizard to import our 3rd party NPS surveys and recently discovered long NPS Comments are being truncated during the import. We do not have the Survey module to be able to send surveys through our instance. Is there another way to import the 3rd party NPS data to allow us to continue to utilize the Survey section on the C360 view and average multiple responses each quarter? If not, how do you manage 3rd party NPS data and display it to CSMs through the the C360 view? Thanks
I just stumbled across a really nice succinct detailed copy of a survey response, but was wondering: [b]Is there an alternative way to get to this?[/b] (I've highlighted how I got to it below), in case others have not seen this. I ask as this view is particularly good for the individual following up on the response (i.e. our support manager in this case). It provides them with the respondent details, plus full context of the survey (not just looking at an aggregated question view), but I just stumbled across it. I can't see any other way to drill-down into this view and did not see it documented in either of the survey reporting guides ([url=https://support.gainsight.com/hc/en-us/articles/202000357-Survey-Analytics]Survey Analytics[/url] or [url=https://support.gainsight.com/hc/en-us/articles/211651757-NPS-Analytics-Reports]NPS Analytics / Reports[/url]). If this is documented elsewhere, or if you can configure other areas of aggregate reports to drill down to this view, please
Hello, I sent out our quarterly NPS survey and had a customer come back to me because they forgot to enter their comment, but were able to enter their 1-10 rating. Is there a way that we can send another link to the survey to them, so that they can add their comment without adding an additional response? Can we delete the original response and have them send another in? Is there another way to go about this? Thank you for your help!
Posting on behalf of a customer. Currently in Survey’s on NXT when you want some of your users to be able to view survey response URL’s they have to have the analyze permission either at the survey level or permission group level. This gives access to the global survey section which you may not always want your users to have the ability to view that section. Having a more granular permission set or modifying the way permissions work would make it more flexible.
I'm in the process of migrating over to survey 2.0. For some surveys, the people who need to view the responses don't really access Gainsight a lot. Survey 1.0 had the option to send survey responses to those people. Does that excist with Survey 2.0? I can't seem to find it as an option. If it doesn't exist, is there a way to build that out in the programs?
Hi, Any thoughts on how best to notify Sales team when a key contact has bounced? We already have CTA notifications sent to our CSMs i.e. when an exec sponsor (or other key contact has become unreachable). The issue with this is that you can have only one owner per a CTA and I don’t want to create duplicated CTAs - one for CSMs and the other one for Sales. I thought about setting up a JO email notifications to Sales (who usually manage contacts in SFDC rather than GS) but wonder if there is a better way - or how can I set this up so that: each sales person receives a list of only those bounced contacts from their accounts this list is not being repeated i.e. it’s triggered only when a contact has bounced is it best to have one notification per a contact, or a report inserted into the email with a list of all bounced? Any thoughts/ideas welcome! Thanks Katerina
I'm posting this question here to get more feedback from the community. We've recently began using Survey 2.0 and NPS 2.0. While working on reports we noticed that the survey and NPS responses were being stored on MDA objects listed [url=https://support.gainsight.com/Administration_and_Permissions/General_Administration/Surveys_2.0_Module_Objects]HERE[/url], and not being stored on the original Gainsight objects in Salesforce anymore. When using the 1.0 feature, the responses would be stored in the objects listed below: [list] [*]NPS Text Analytics (from Gainsight CSM package) [*]NPSSurvey Response (from Gainsight CSM package) [*]Survey Question (from Gainsight CSM package) [*]Survey Text Analytics (from Gainsight CSM package) [*]Survey User Answer (from Gainsight CSM package) [/list]This is a problem for us because we have Salesforce workflow rules that use those objects to grab NPS scores and submissions and posts them on an internal system. Now that w
We have some customers who are associated to two different companies at once, and their NPS survey responses were recorded under the secondary company. We’d like to move their responses to the main company so that the NPS scores reflected on the company’s C360 page are accurate. Is this possible? Thanks!
We have a survey question below with a bunch of question about how our service is for our customers. We would want to make these columns configurable to take up the whole page so the viewing experience for the end user isn’t smushed together.
Hi, Is there a way to have a multiselect question using the radio/check box option rather then the drop down box? When using the dropdown box, it hides a lot of the text with no scrolling option for the user to see the rest of the sentence. When using radio/check box, the only option is to select one. Ideally, we’d like to be able to use the radio box but with an option to tick all that apply, not just one. Thanks Katerina
Why are the Context ID and External ID fields mapped in a program Text fields on the flattened object?
I’m not sure if this is better submitted as a question (because it doesn’t make sense to me) or an idea (because it needs to be changed) but here it goes! Why are the Context ID and External ID fields mapped in a program Text fields on the flattened object? We are attempting to update our rule triggering some follow up CTAs to our team, but even though we’ve mapped the Solution CSM id as an external ID in the program. we’re not able to use that field as the Owner Field in our Call To Action action. Is there a reason behind this, or is is possible to update these to actual ID fields? It would save extra steps pulling in the IDs from another source and merging. An in our case since this was an existing rule, re-creating all of the actions since we need to pull from the merge instead of a single data source.
We'd like to create a seamless experience for our clients by maintaining and consistent look and feel (more than just a logo) across all communications - including surveys. Is it possible to apply custom HTML/CSS coding to an email template to ensure our brand is delivered consistently across all touch-points?
Hi, I had GS set up to show all our surveys in C360. After setting up a new 2.0 program I migrated the old data to 2.0 to show both results. This worked great for my admin account but our users cant see the old surveys. Wondering what permission I am missing?
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