Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
- 213 Posts
- 702 Replies
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
I have been speaking with a customer who would like to pull the text from a multi-select question in a Flattened Survey. This is possible through the UI as well as a single select answer. A flattened survey report will place each answer into its own column [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180725-14302-pef7g2-Image_2018-07-25_at_1-06-35_PM_inline.png[/img] In the UI it will consolidate answers into one column. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180725-56485-lxkohv-Image_2018-07-25_at_1-30-03_PM_inline.png[/img] Do we see us being able to pull the text from a multi-select survey answer in a flattened report?
I'm wondering if it would be possible to link to external (outside of GS) pages upon survey completion. Our use case would be that if a customer gave us a positive NPS score they could be automatically linked (or given the option to click a link) to review us on an additional site. Anyone know of a way to make this happen? I tried just creating a question with the link in the question but it wouldn't hyperlink.
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
I found the below description about how internal survey submission works, but would be great to get more clarity, please? We're trying to figure out if we can use this as an internal survey tool (that is completed on behalf of customers) My questions: Who needs access to the survey? Can someone without Gainsight access take the internal survey on behalf of someone? Is the survey still sent to a customer? Can it be sent to someone other than the Contact ID it's associated with? What I found: ****** [list] [*]Allow Internal Submission Check this box if you would like to be able to manually enter responses on behalf of survey recipients. This might be used if you had a low response and decide to do a phone campaign to ask the same questions. When enabled, the internal submission option appears on the Surveys > Distribute page, in the Actions column. (this feature is not available if you distribute via CoPilot)[/list]
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?
As the surveys are configured right now, there is no way to send links to the survey without using the Survey tool. It would be super helpful if there is any setting of sending direct survey link to participants and still be able to capture individual responses in survey analytics in Gainsight.
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?
When we run NPS, we select a random third of our customer base for the segment to survey due to the number of accounts in each segment. If we were to survey everyone at once, we would not be able to adequately follow up with the customers. It would be very helpful to be able to randomize a segment, then select 1/3 of the customers for the survey. Next, we would need to mark that these customers have participated in an NPS survey so they are not selected to be surveyed in future surveys that year. Is there a way to do something similar now or would this need to be built into the product?
We're new to surveys and are having a couple odd things in the setup. Part of it is due to our Sites config and some limitations there. So, can anyone tell me what you gain from a reporting/analytics perspective when you use an HTTPS survey rather than an HTTP survey? Thanks!
I saw in another thread that embedding a survey question/answer into an email template was released about a year ago. I'm looking to take the user experience one step further and allow them to complete an entire survey within an email, like Google Forms allows you to do. Is this available in Gainsight?
As a survey taker, I love surveys that are simple for me to interact with. As a survey designer, I try to ensure my surveys are easy for my respondents to interact with. Stylistically, I want to ensure that similar questions (e.g. 0-10 ratings scales) look the same and can be answered similarly and easily. Trouble is, within Gainsight, I don't seem to be able to do this! [list] [*]We have a beautiful NPS Question with a nice horizontal 0-10 Likely Scale which the respondent can see without having to do anything and can answer with one click. But I can only use that presentation for an NPS question. [*]We have a Matrix Question which works for a group of questions (e.g. 0-10 Sat around a similar topic) and this has the same horizontal presentation, which the respondent can see without having to do anything and can answer with one click. But the matrix does not work for stand alone 0-10 Sat Questions [*]We have a standard single-select Drop-Down, where I can built a 0-10 Sat Scale,
We would like to report on the individuals we have sent an NPS to but not received a response. The idea being is that a silent customer could be a key indicator of risk and we should be following up manually in such situations. At the moment I’m not clear on the best way to achieve in GS.
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?
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
We have one question on our survey that goes as follows: "Please provide any additional feedback that may help us improve your customer experience." This is a text-only question. I am trying to make a CTA right from the Survey based on this question NOT being NULL. However, the question is not showing up in the list of options under the CTA tab of the survey. Anyone know to accomplish this?
When updating the MDA table for a flattened survey you have select the "Reset the flattened reporting" to update the data manually. I have been speaking with some customers who would like to be able to schedule when that sync takes place so they can schedule daily syncs. Is this something we may consider in the future or will this have to be a manual process.
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.
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
I vaguely remember watching a Gainsight Webinar where they mentioned improving their integration with 3rd party survey software (Wufoo, Google survey, etc.). I think it was something about allowing survey responses to be stored in an object in Gainsight so it can be used for reporting and on the C360. Does anyone remember hearing something like this?
We have users who have a Gainsight Limited License. We can grant them access to Preview Surveys. However, they cannot actually see the survey responses for an account. This is an issue because the information can be important for the Limited License User to see.
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