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Gainsight Inc.

Global Settings for Surveys

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

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This article explains to admins how the NPS® and CSAT are calculated within Gainsight.

Overview

The Global Settings for Surveys helps admins to control how NPS® and CSAT attributes are calculated/viewed across the application. Admins have the flexibility to:

  • Choose the desired surveys.
  • Switch between Average and True NPS®.
  • Define the default time period on which CX metrics are reported.
  • Carry over an older value when the latest NPS or CSAT is not available.
  • Roll relationship surveys to company level CX metrics.

IMPORTANT: You will notice a change in the NPS® and CSAT values for each Company in Gainsight as we are changing the way NPS®/CSAT is calculated to provide more flexibility.

Configure Survey Settings

To configure NPS® and CSAT settings:

  1. Navigate to Administration > Customer Experience > Surveys. 
  2. In the Surveys Settings page, you can select:
  1. Click Save.

NPS® Settings

Configure the following options to update the scores in the Company object and Gainsight Home:

Choose NPS® Calculation

By default, the NPS® score in the Survey section of the C360/R360 page displays the calculated average score of all responses to that survey. Any change to this configuration displays the ‘True’ NPS® score, which is not the average of response scores, in the C360/R360 page for each survey displayed in the 360 Surveys section.

You can configure and decide the view of NPS® using the following options:

  • True NPS®
  • Average NPS®

For more information about how True NPS® is calculated, refer to the Calculation of True NPS on Survey Responses article.

Choose Time Period

You can select a time period to aggregate survey responses.

Time Period Description

Current Month

Displays the NPS® for the current month.

Current Quarter Displays the NPS® for the current quarter.

Current Fiscal Quarter

Display the NPS® for the current fiscal quarter.

Current Half Year Display the NPS® for the current half year.
Current Fiscal Half Year Display the NPS® for the current fiscal half year.
Current Year Display the NPS® for the current year.
Current Fiscal Year Display the NPS® for the current fiscal year.
Last N Days Displays the NPS® for the last N days.
Last 180 Days Displays the NPS® for the last 180 days.

Notes:

  • For more information on how to configure the fiscal year, refer to the Application Settings article.
  • The default value in the Choose Time Period field is Current Half Year.
  • When there are no new Survey responses, you can Carry forward the Previous value for NPS®.

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Choose NPS Surveys

As an admin you would have an additional flexibility to choose the NPS®:

Choose NPS Surveys Description
Include All Surveys All surveys including relationship surveys associated with each company are selected, any new surveys are automatically included. This enhancement lets you roll up the relationship level responses to an overall company level NPS®.

Choose Surveys

Admins have the option to explicitly choose specific surveys that they want to include in the NPS®.

CSAT Settings

Configure the following options to update the CSAT scores in the Company object and Gainsight Home.

  • Time Period
  • Choose CSAT Surveys

Choose Time Period

You can select a time period to aggregate survey responses.

Time Period Description
Current Month Displays the CSAT scores for the current month.
Current Quarter Displays the CSAT scores for the current quarter.

Current Fiscal Quarter

Displays the CSAT scores for the current fiscal quarter.

Current Half Year

Displays the CSAT score for the current half year.

Current Fiscal Half Year Displays the CSAT scores for the current fiscal half year.
Current Year Displays the CSAT scores for the current year.
Current Fiscal Year Displays the CSAT scores for the current fiscal year.
Last N Days Displays the CSAT scores for the last N days.

Last 90 Days

Displays CSAT scores for the last 90 days.

Notes:

  • For more information on how to configure the fiscal year, refer to the Application Settings article.
  • The default value in the Time Period field is Current Half Year.
  • When there are no new Survey responses, you can Carry forward the Previous value for CSAT.

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Choose CSAT Surveys

As an admin you would have an additional flexibility to choose the CSAT:

Choose CSAT Surveys

Description

Include All Surveys

All surveys including relationship surveys associated with each company are selected. Any new surveys are automatically included. This enhancement lets you roll up the relationship level responses to an overall company level CSAT.

Choose Surveys

Admins have the option to explicitly choose specific surveys that they want to include in the CSAT.

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