Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
- 212 Posts
- 700 Replies
Hi, Are there any plans to have the CSAT % and actual 5-point score for an account in the C360? The percentage is valuable, but we find the 5-point scale more meaningful in our organization. It’ll also eliminate manual calculations when we summarize the results. Thanks!
When making reports on the AO Emails object, we can't see the account name associated with the contact
The AO Emails being a Standard object, is not configurable to include a lookup field to the Account object. These are the only two lookup fields present on that object. How can we achieve the desired result to show the contact name, side by side with the account name?
The Surveys team at Gainsight is exploring ways in which we can make some of our Surveys and CX Center widgets available in Gainsight Dashboards.We want to hear from you – which Surveys and CX Center widgets would you like to see available in Dashboards? Are there other custom reports that you wish we had an out-of-the-box widget for?
It is possible to get access to the NPS survey link for a contact from Gainsight? A CSM is thinking the survey went to spam and wanting to send it to the customer directly. Solution below.
Create a report with the AO participants like the one shown here. Insert that link in the customer 360 as described here: https://support.gainsight.com/SFDC_Edition/360/Admin_Guides/Configure_the_Customer360_Details_(C360)_Page_and_Section_Types#Configure_Related_List_and_Embedded_Page_Sections Your CSMs now directly have access to this report and the accompanying link per contact for that survey. They can copy this link and send to the customer. Note: Every contact will have a different survey link. Every survey will have a different link. So this solution should be done only on a need basis for important surveys like NPS.
We’ve been running NPS via JO for a while now and been very pleased. Being able to pull metrics from NPS Analytics in the Surveys section of Gainsight is super easy. Recently we cloned the JO Program and changed the source to a CSV load instead of the query builder in order to run some ad hoc surveys for certain customers. This works as expected with one big gap - the results DON’T roll up into NPS Analytics. The NPS score DOES show up in C360 which is great, but puzzling that it doesn’t also roll into NPS Analytics. We have a large batch of customers to do, but I’m now hesitating as I won’t be able to use the metrics properly. Has anyone else encountered this? Is this expected behaviour? You can only have 1 NPS survey feed NPS Analytics even if they are built nearly identical (save for the source)? Any way to adjust this? Thanks in advance!
We are interested in your feedback - We want to improve our customers’ experience of using Load to Survey action in Rules Engine.What are the challenges you face when using the action? Do you have any recommendations about how the UX or the reporting capability on the external records could be improved? Thanks in advance and we look forward to hearing from you!
We want to trigger an NPS survey to all users at every 180 day interval from their sign-on date, and we want to automatically trigger an email to promoters and detractors each time they submit a score. In the email engagement qualification scope, I'm not finding the option that would allow this to happen. I've setup the email send to run once a day but I'm not clear on how to make sure it look for all respondents who have not received the email since their last score was submitted.
Hello, We are building our first NPS Program in Gainsight, while previewing the survey with our users, some haven’t noticed the Comment box, and a request resulted to have to Comment in a darker color or more bold to make sure customers will notice it. We are not considering making comments mandatory at this point. Thank you.
Hi Team, Customer is looking for stopping partial responses from coming in. They wish to have only those responses where the customer submits the survey. As of now, as soon as the partial time is over, response is converted into Submitted. Customer Update:When creating a new survey Partial Completion date is a required field and from the documentation I understood that we have to give receivers a time while they can finish their survey and submit it to us or it is just going to submit on their behalf as partial completed.I was wondering if there is any way to avoid that, receiving partial completed NPS surveys. Currently we don't count NPS partial completed surveys with the tool that we are using, and we would like to keep it this way.Is there any way in Gainsight not to receive partial submitted NPS surveys from our customers? I had suggested to do the following:Uncheck the Allow Auto Save Answers box. Keep the partial completion column as blank.https://share.getcloudapp.com/z8u18BjJ
I’m curious to see if there are other organizations that have found any benefit for using the ‘Show Smileys’ option in for the design of the NPS survey question. I work with different regions across the globe and not all regions score NPS with 10 being great and 0 being not great. Some regions actually do the opposite. I’m looking for thoughts on how other organizations account for regional differences with NPS questions to assure the customer is aware of how they are scoring.
We are adding a series of Internal Questions to a Survey. Is it possible to group them under a SECTION and make that section label hidden to all but internal users as well? From what I’m seeing, only questions can be marked for internal use/hidden. Thanks!JJ
Hi All, I am having an issue with Inline Surveys, What I want is looks like the following.But am getting Like this -How can I Remove the neutral option from the survey question placeholder? How can I middle them like the first picture?Please give me some suggestions onto this. ThanksNitesh
We have just recently migrated from an external NPS survey solution to GS and PX. I cannot find an option to set up a real-time notification that I can either send to Slack (preferred) or Email when an NPS response is received (immediate notification). This notification would need to go across the org, so to folks that are not in Gainsight. Is there a way to do this today?
Hi Team,One of the customer wants to calculate True NPS Score(%Promoters - %Detractors) for a particular survey. They wanted to calculate the NPS Score based on region field. They have different regions and they wanted to calculate NPS differently based on the region. They wanted to build a report and show this True NPS Score in it. I tried building report on survey flattened object and couldn’t find a way to achieve this request using formula field in report builder.With the current functionality I couldn’t find a way to achieve it directly. Has anyone come across this request and implement earlier ? Any thoughts on how we can achieve it ?
Why are we not able to edit scaling titles on NPS questions, general scaling on CSAT, or create our own survey question entirely?
Survey scaling and editing is extremely limited in Gainsight. This is a tool for professionals- why limit our capabilities so much? IE I want CSAT and NPS scaling to be the same and have the same format. The only way to do that is via making two NPS questions. I cannot have two NPS questions in a survey. Survey tools I have used in the past allow for richer HTML/CSS editing, complete customization of questions and more. This tool does not seem to meet specific needs in terms of flexibility.
We’re sending an internal survey to account teams, and one of the requirements is a question that asks them if they are utilizing the auto-configured opportunity in SFDC, or did they create a new one. My issue is, while I’ve been able to create the URL, its not a hyperlink, and concatenating HTML tags around it does weird stuff, essentially breaking the field. I also tried having the field type URL in the MDA, however I guess URL fields are not allowed in Surveys? Any ideas on how to work around this?
As part of our Sales handoff to CS, the salesperson completes a pdf form that provides us with the key account details prior to the transition.I was wondering if it’s possible to re-create that pdf form as a survey in Gainsight and map the responses provided to fields in the C360? Goal would be to avoid having to manually add the details as much as possible.
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
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