Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
- 212 Posts
- 700 Replies
My company is moving to Medallia to send out Customer Surveys. I’m currently working on a project with our SFDC developers to bring the survey data into Gainsight and to follow up with the customer on survey feedback - this will be achieved by creating a program in JO, with an email to alert the CSM when a contact has responded, then a CTA will trigger with playbook. One of the tasks within the playbook is for the CSM to follow a link to Medallia, to provide extra feedback (CLF form). I need to get each unique link into the playbook for each response. My understanding is that we can only tokenize playbooks with fields from the Account, Contact or Customer object. The link sits on the Response object and we are unable to bring the link to the Account or Contact object due to the fact there can be multiple survey links per single account or contact. Does anyone have any ideas how I can achieve this?
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.
Currenlty you cannot sort by the NPS submitted date on the C360 in the NPS tab. You can sort by other columns but you cannot sort by that one. Would be nice to have that functionality in the future. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20191008at10-37-56AM-de861aaa-6dd2-468b-9c30-d656d8e6c220-1885462974.png[/img]
Hi Team, Can we show different error messages like "You need 20 responses to a question before Text Analytics can be used" instead of "It looks empty here! You do not have any text responses", when there is minimum of one response and less than 20 survey response comments in the Survey Text Analytics.
We have a survey that asks clients for product specific feedback. It starts with asking the product the client uses and assumes the client is answering the questions for that product. The problem is many times the client self-selects the wrong product or they will select one product and provide answers for another. We use Relationships for each product line, so ultimately this is impacting R level scores. I have a few ideas but thought I’d throw this out there to see if anyone else has had success with a particular strategy. Any suggestions for survey best practices? Thank you!!
Hey everyone! This is Logan from Support team. I've recently had a customer express the desire to have the option to remove these "Partial Survey" responses for the sake of clarity. In my experience, and according to our documentation, I don't believe we have the ability to disable this at this time. If there's anything we can do at this time to disable these responses from being displayed, I would love to be able to relay that information back to our customer! If there is currently nothing to be done, would it be possible for us to take this up as an enhancement to the Partial Survey Responses? Thanks for the help! Logan Thome
Hi there,We’re thinking of adding in a disclaimer at the end of our next CSAT or NPS survey, something like “by participating in this survey you agree to letting our marketing use your response in any promotional materials.”Does anyone have any examples of this? Just looking to get ideas on some concise verbiage. Or any other ways you’re getting this consent?Thanks!
Hi, If we integerated surveymonkey with Gainsight, would it be possible to send imported surveys (created in SurveyMonkey) using Journey Orchestrator? I wasn't able to find this information in the integration doc and I wanted to know if this is possible before I go down this route. Any insights into this would be helpful. Thanks!
Are you still using Survey 1.0? Well, get with the program, and move over to our new Survey 2.0 functionality! Speaking of Programs, did you know Survey 2.0 has unique compatibility with Journey Orchestrator Programs?That’s the first of five reasons to make the switch! Keep reading to learn more… Program functionality! Yes, you can technically still can use Survey 1.0 in programs, but Survey 2.0 unlocks so much easy-to-use functionality, including: Built-in fields in the participant list that integrate directly with Survey 2.0 fields (such as NPS score, participant ID, etc.). Ability to tokenize questions within your survey. Friendly object structure for reporting! Those familiar with reporting on Survey 1.0 objects know how difficult that could be at times. All survey 1.0 data exists in Salesforce and is spread out across many disparate objects with sometimes inconsistent lookups. Survey 2.0 fixes this problem because it is built on the MDA and therefore has logical lookups to t
If we have the content, are we able to manually write to Context Attribute fields on the AO Particip
We launched a new survey a few months ago and recently realized we want to be able to report on some additional data (who was assigned to the account at the time the survey was triggered, not today). We've added those fields as custom mapped fields moving forward, but is there any way to go back and update these fields so they aren't blank and can be filtered along with our new data?
Is there any kind of work-around to be able to convert a date in a string field to a true date field
I know from this discussion ([url=https://community.gainsight.com/conversations/date-field-gainsight-survey-5bc73e0ce4b04588aaf86072]https://community.gainsight.com/conversations/date-field-gainsight-survey-5bc73e0ce4b04588aaf86072[/url]) we don't have the option for a date response from surveys today. We have a 'next filing date' field in Salesforce that we are really hoping to populate based on responses to a survey question. IF the participant responds in a standard MM/DD/YYYY format, is there a way we can convert this to be able to use a rule to populate a date field?
[Posting on behalf of Customer]- Ability to Null records when the Survey Participant has partially recorded their Survey
The issue here is that when we have a couple of required answers in a Survey and the Survey participant has only answered one of them and hasn't clicked on the Submit button. It just records the response as a Partially Saved( and later to Partial Submitted)- This skews the metrics as a few required questions are left out. At such scenarios it might be a good idea to re-route the responses to not responded/ have the ability to only save the survey response if all the answers were completed.
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.
Hey, Wondering if anyone could explain the difference between these 2 standard objects. Is the Survey Participant object only storing data for contacts who have interacted with the survey/at least started it? We're computing response rates and would like to understand this better. Thanks, Lucian
Hi All, I am trying to create a rule to Load to SFDC object for my NPS surveys and am running into a roadblock - I'm hoping someone can help get around it. I'm using Survey 2.0 and need to have each NPS survey response push data to the Survey Feedback object in SFDC. I have my rule set up to pull the NPS survey data and have included identifiers for the account and contact. I have my Load to SFDC actions set up for each question response, but when I run the rule I get the following error: System.NullPointerException: Argument cannot be null. (JBCXM) I've tried reconfiguring the rule in a number of different ways including doing insert or upsert, doing it one account at a time, one question at a time, etc. Every test I've run I get that same error. I've opened a support case for this but we still havent gotten it working. Has anyone experienced this or does someone know a way around it? Thanks!
Hi, I am trying to create a Load to SFDC action to load Survey 2.0 data to SFDC. The specific field I want to load to is set in my rule load action permissions, but does not appear in the dropdown choices for mapping. Specifically I have a numeric field in the survey that I am trying to push to a double field in SFDC. It looks like the double field type elements do not show in my mapping choices. Is there something additional that I need to do for these types of fields?
It's great that with a release earlier this year customers can now configure the NPS displayed in the Summary section of the C360 to show actual NPS, as opposed to the score average. Does that configuration also result in the actual ("true") NPS being displayed in the Surveys section of the C360? Or would the NPS number shown for each survey in the Surveys section still just be an average of the scores given to the NPS question in that survey - as shown below? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170619-8864-8624wq-Screenshot_at_Jun_14_17-32-35_inline.png[/img]
Can we please have this field added to the Saleforece NPSSurvey Response for Survey 1.0 and the MDA object for Survey 2.0? This will help us create AVG NPS reflect the true NPS across all the records. Field name: anything type: formula content: IF(JBCXM__NPSScore__c<=6,-100,IF(JBCXM__NPSScore__c>=9,100,0))
I'm testing using the Inline Survey feature for the first time this week and I just want to confirm if I'm exhibiting the desired outcome. My goal with the Inline Survey Program was to reduce the amount of clicks that a recipient has to take in order to respond to a NPS question. My thinking is that they are more likely to fill out the survey directly from their email browser compared to them being told to click a "Take This Survey!" button. However, the NPS question that is presented in the email just takes you the survey in your web browser. So it seems to me that the inline survey option is just a way to display the question in the email before it is presented again in the web browser. In essence, a fancier survey button. Did I have the wrong idea when it came to the expected behavior of Inline Surveys or did I just configure this incorrectly? Thanks for your time. Shane
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