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Gainsight Inc.

Surveys FAQs

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.

Not sure what your team is using? Click here.

 

Below are some of the Frequently Asked Questions (FAQs) about Surveys and their answers. If you have questions that are not answered here or through related support articles, you can share them on the Gainsight Community.

How should CSMs act on survey results?

There is not a one-size-fits-all way to respond to survey results. It depends on the role, the segment, and a variety of other factors. You should however trigger CTAs for common surveys, Ex. NPS survey. You can identify the most common surveys, set rules to trigger CTAs (depending on the response), and develop Email Assists to help your team provide standard responses to your customers.

Is there a link that I can send to share the survey?

Yes, anonymous surveys have a reusable link that can be pasted into emails or displayed on a website. For more information on the Anonymous Link, refer to Distribute Surveys. For non-anonymous surveys, every link is unique, so you should share the survey through other Gainsight applications like Programs, Email Assist, etc.

Why do I receive very few responses to my surveys?

A low survey response rate could be due to a variety of factors. For example, it could be due to the content, Ex. lack of personality, poorly crafted subject lines, etc. or the logistics, Ex. poor survey timing, selecting the wrong recipient, etc. For best practices on how to increase your survey response rate, refer to <<Reasons for Low Survey Response Rate>>TBD.

Is it possible to move questions from one page to another?

Yes, questions can be moved from one page to another using the left pane of the Survey Design tab.

1. move question.gif

Are the Anonymous Survey Responses tied to an Account?

No, anonymous survey responses are gathered without any information about the responder. Semi-anonymous surveys capture the account information of the responder while still keeping their individual identity anonymous.

How can I change the survey’s visual appearance?

You can use options available in the Visual Experience section in the Survey Design tab to control how the survey should appear. Refer to Surveys Properties for more information.

What data is displayed in the NPS Analytics page?

NPS data from Surveys is displayed in the NPS Analytics page. For more information on this page, refer to NPS Analytics Overview.

Can I Edit/Delete the submitted survey responses?

Yes, admin can Edit/Delete the submitted survey responses. For more information on how to Edit/Delete the submitted survey responses, refer to Surveys 2.0 Analytics article.

I'm a Gainsight user and my customers are facing an issue while opening the survey link shared via email. What is going wrong? How can I resolve this?

There are two possible cases why your customers are unable to open the survey link:

  1. If you enabled the Link Tracking in the Email Templates, the Survey link may not open as expected because, there exists a sendgrid link redirection that may include http to https transition. Most of the end user's (Survey Participant) firewall do not support http traffic, instead they resend the same URL prefixed with https. In that case, if SSL is not configured for that URL, link may not open as expected.

    Solution: If this case is confirmed (http to https sendgrid link redirection), you can reach out to your Gainsight Admin/Gainsight support to enable the SSL Tracking feature for the sendgrid sub-account associated to your org.
  2. The http/https requests might be blocked by the end user's firewall, because of the firewall security rules adopted by their organization. You can figure-out this by probing the network traffic using browser tools.

        Solution 1: Ensure that the following domains are whitelisted in the end user's IT infrastructure.    
    Region Wildcard Domains
    US *.gainsightapp.net
    US *.gainsightcloud.com
    US *.gainsight.com
    US *.gainsightapps.com
    EU *.eu.gainsightapp.net
    EU *.eu.gainsightcloud.com

Note: You can also inform the end user by including this whitelisting information/whitelisting disclaimer right in the email body that has the survey link.

Solution 2: You can use custom domain instead of using default subdomain to publish the Surveys. For more information on custom domain, refer to Rendering Surveys using Custom Domain. You need to abort earlier survey distribution and redistribute the survey with the revived link (with custom domain) to the same set of participants. Setting up the custom domain might require collaboration between your IT Support team and Gainsight IT Support.

Solution 3: Ensure that your browser doesn't have any extensions that only supports the whitelisted domains.  For instance, Whitelist Manager extension in Chrome, blocks all the pages that are not in your list of allowed websites.

Can I import theme from an existing survey? 

Yes, If you have configured a theme, you can import it from an existing survey, and use it in a new survey. For detail information on how to import the theme, refer Import Survey Theme

Can I Add or Delete fields in Survey Participants Grid? 

Yes, you can Add/Delete the fields from Company / Relationship / Company Person / Relationship Person objects, as per your business need. For more information on how to Add/Delete the fields, refer Survey Statistics.

In the Survey Analyze page, why am I not seeing the PARTIALLY_SAVED response of the participants who clicked the answer option in the Inline Survey email? 

There is one possible case why you are unable to see the PARTIALLY_SAVED response:

Previously, when a participant clicked on the answer option, a response was recorded in the system as PARTIALLY_SAVED . At times, the system also recorded few responses as invalid, for example, a participant didn't respond to a survey, but still the NPS response score was recorded as '0'. This behavior could potentially be due to anti-phishing scripts imparted within the corporate email servers.

To address this issue, following functional changes were implemented:

  • When participants click on the answer option in the Inline survey email, the Survey page opens in a separate window/tab, but the survey response is not recorded as PARTIALLY_SAVED.
  • If the Survey is composed of only one question, the survey response would not be recorded until the participant submits it explicitly.
  • If the Survey has more than one question and if the participant attempts to answer any other question than the Inline question, then the responses would be recorded as PARTIALLY_SAVED due to Auto Save configuration. For more information on Auto Save configuration, refer Additional Configuration
    Note: By default, Auto Save is enabled.
Can I Import and Analyze PX survey engagement responses in Gainsight Surveys?

Yes, you can Import and Analyze the PX survey engagement responses into Gainsight Surveys. For more information on how to import PX survey engagements into Gainsight Surveys, refer to the Gainsight PX Integration with Surveys article.

Can I Import PX survey engagements automatically to Gainsight Surveys?

Yes, you can Import the PX survey engagements automatically by enabling the Real Time Sync option. You can also perform a manual Import, if you wish to import selected PX survey engagements. For more information on how to enable/disable the Real Time Sync option, refer to the Gainsight PX Integration with Surveys article.

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