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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.

This article explains the data displayed in each section of the Gainsight 360 page and is used by customers that receive our weekly adoption emails.

Overview

Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing the Gainsight application. Along with product usage, customers can have visibility into their license counts, deployment % and support ticket data from one location.

Gainsight measures customer adoption data and displays it on the Gainsight 360 page. The same usage data is also visible on the Shared 360 page showing the Gainsight customer adoption data.

The Gainsight G360 and Shared 360 of this usage data is a complement to the user and product adoption data reports that Gainsight emails to customers on every Monday.

You can view the Gainsight 360 page from Administration > General > Gainsight 360 in a separate window.

Review Data

Following are the sections that you can see on the Gainsight 360 page.

Summary Data

In the summary section, you can find an overview of your relationship with Gainsight, including contract data (license and customer records), your key contacts, and your overall health score.

Usage Data Sections

Following sections provide greater insights into your company’s usage of Gainsight. You can find data on page views, active users, and specific actions taken by your team. In all the sections, charts are provided that we at Gainsight use internally to measure your adoption of the product and the raw data. All reports can be exported into a CSV and you can modify the date range so that you can perform your own analysis.

Overall Usage

Reports in this section give you a good indication of how your adoption is trending overall. These reports contain both the weekly and 30 days trends of usage, divided by active users, page views, and actions.

G360_Overall Usage.png

Usage Adoption

Reports in this section give you insight into how Gainsight thinks about your adoption. Gainsight uses the terminology “Healthy Active User” to analyse the health of each user, we then trend this week over week. These metrics are tied to our “Depth of Adoption” score. You can find more information on these metrics that follows.

G360_User Adoption.png

One indication of healthy adoption is a user that relies on Gainsight, weekly (or daily!) as they engage with your customers and drive outcomes. In Gainsight, we track users in 3 categories of activity:

Healthy Active Users (Green): These are users that have logged into Gainsight 10 times or more in the last 4 weeks. This means at least every other business day.
Active Users (Yellow): These are users that have logged into Gainsight within the last 4 weeks, but less than 10 times. For these users, we need to identify barriers to adopt more.
Inactive Users (Red): These are users that have not logged in the last 4 weeks and had at least 1 login in the last 90 days.

Feature Usage

Reports in this section give a more indepth view into your usage of our top features, the top pages viewed, and actions taken by your users.

G360_Feature Usage.png

Support Tickets

Reports in this section give you visibility into all of your support tickets broken out by Status.

G360_Support Tickets.png

Verified Bugs

This section provides Support tickets that have been verified as bugs, along with the status of each ticket.

G360_Status of Verified Bugs.png

Resources

This section provides quick links to many of the Gainsight’s most visited sites, including Support and Community.