Surveys & NPS
Share your questions and best practices on Surveys and NPS for Gainsight CS here.
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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’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
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.
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
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.
When creating survey questions I have found that the "required" asterisk on a multi-line question will show up below the question. This is not the case with a 1 line question. It looks a bit messy. It would be nice for the asterisk to be placed immediately following the question.
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.
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,
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?
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.
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?
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.
I have a customer who’s looking to track the IP address of their actual NPS respondents (versus the IP address of the individual who opens the email). This is business critical for them as they need to ensure the validity of their NPS responses. Is this already in the works or is there a way to get it on the roadmap?
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 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
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?
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!
I was asked to provide response rate data to our board earlier this month. During this process, I started to notice some inconstancies in how the "Response Rate" is calculated under the Surveys section. I think I identified the situation and here is my example: Participants: 1000 # of Survey Emails: 2 (initial and follow up) Maximum # of Emails: 2000 Say that 100 people reply to the survey and all of those wait to reply until they receive the follow-up email. This would me we have 2000 emails sent and 100 survey responses. I would expect that the response rate for this survey is 10% (100 submissions divided by 1000 invited participants). HOWEVER, I am seeing the response rate in a scenario like this be 5% (100 responses divided by 2000 emails sent). In my opinion, the denominator should be the # of participants, not the number of emails. Am I missing something? Do others see this as well? Thanks!
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?
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