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Gainsight Inc.

Programs: Using Survey Fields

Admins can select survey fields to share survey response data through Programs. Survey fields include Survey Score, Survey URL, and Survey Responded Date. Admins can select these fields as tokens within program email and CTA steps. They can also select them when configuring conditions within Conditional Wait steps they’ve added. This feature works for survey fields from both Surveys 1.0 and 2.0.

You can use survey fields to share participant survey response data with CSMs through emails or CTAs triggered through the Program. This data includes the Survey URL field, so the CSM can submit a response on behalf of participants, and the Survey Score field, to keep them immediately up-to-date on their client’s sentiment. Admins can also configure conditions based on survey fields, such as Survey Score, within Conditional Wait steps they have added. With conditions based on Survey Score, you can have participants move through different branches of the Program model based on if they responded to an NPS survey as a Detractor, Passive, or Promoter.

To add Survey Fields to a Program, navigate to Journey Orchestrator > Programs and click to either add a new Program, or edit an existing one with a survey model. Select a step within the program where you would like to reference a survey field such as the Escalation Email step or any Send Email, Create/Close CTA, or Conditional Wait step after the Responded step.

Send Email

To select survey fields for Send Email steps:

  1. Within the program model, select the Send Email step you would like to configure with Survey fields.
  2. Select an email template with available token placeholders.
  3. Click the placeholder and select the survey field you want to tokenize from the drop-down list.

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For more information on configuring the Send Email step, refer to Configure Model and Emails for Programs.

Note: It is only possible to add Survey Fields as tokens to Send Email steps added after the Responded step in a survey model. The initial Survey Email step, and the Reminder Email step, both occur before the program participant has a chance to respond to the email, so there is no data for those tokenized fields to reference at that time. For more information on configuring email steps within a program, refer to Configure Model and Emails for Programs.

Escalation Email

The Survey URL field is available for the Escalation Email step so the CSM can reference the URL when communicating with their client, and so they can submit survey responses on their behalf.

Note: No other survey field can be referenced in this step. The Escalation Email step occurs before the program participant has a chance to respond to the email, so there is no data for other tokenized fields to reference.

To select the field within the program model: 

  1. Select the Escalation Email step.
  2. Select an email template with available token placeholders.
  3. Click the placeholder and select the Survey URL field from the drop-down list.

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For more information on configuring the Escalation Email step, refer to Configure Model and Emails for Programs.

Create/Close CTA

To select survey fields for Create and Close CTA steps:

  1. Within the program model, select the Create CTA or Close CTA step you would like to configure with Survey fields.
  2. Type the @ symbol within the CTA Name or Comment field to pull up a list of available token fields.
  3. Select the survey field you would like to reference as a token.

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For more information on configuring CTA steps in programs, refer to Configure Model and Emails for Programs.

Conditional Wait

To select survey fields for Conditional Wait steps:

  1. Within the program model, select the Conditional Wait step that you would like to configure with Survey fields. This must be a Conditional Wait step you have added after the Responded step that you would like to configure with Survey fields.
  2. Click to add a new Condition.
  3. Select Participant Field from the Condition drop-down list.
  4. From the Participant Field drop-down list, select the Survey Field you want to use for this condition.
  5. Complete configuring the condition.

5.20 enhancement survey fields conditional wait.png

For more information on configuring Conditional Wait steps, refer to Program: Conditional Wait.

Notes:

  • Survey Fields can only be used as part of a Program survey model. For more information on different model options for Programs, refer to Available Models for Programs.
  • The Survey Score field can only be referenced in the NPS Survey model for Programs.
  • When configuring program steps under the Not Responded branch of the Responded step, the only Survey Field available for tokenization is the Survey URL. This is because the participant has not responded, so there is no data for other Survey Fields to reference. For more information on options after the Responded step, refer to Configure Model and Emails for Programs.
  • The participant specific URL for the Survey URL field is generated upon execution of any program step that references it as a token.
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