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Gainsight Inc.

Engagement Analytics

Overview 

The Analytics section in PX supports three types of reports; In App Performance, Email Performance, and SurveyPerformance reports. The In App Performance report provides statistics for the Dialog, Slider, and Guide engagements. As the name suggests, Email Performance report provides data for Email engagements, and Survey Performance report for the Survey engagements. The Engagement analytics shows data only for those engagements which are either in the Active, Paused, or Completed stages.

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In App Performance Reports

The In App Performance reports shows all the analytics data for Dialog, Slider, and Guide engagements, including their views. You can click any engagement to view its numbers in graphical format and also the list of users who viewed the engagement.

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In the above image, the Dialog engagement has a total of 173 views. When you click the engagement, you can see the views of the engagement on a weekly basis (you can change this to a different frequency), in graphical format. Below the graph, you can see the number of users who constitute the total number of views. Here, three users constitute the total number of views (173). The first user viewed the engagement 137 times, second user viewed it 28 times, and the third user viewed it 8 times. When you click the Email field for a user, you are navigated to the detail view of that user.

When you view details for a Slider or a Guide engagement, you can also see the break up of users who viewed each of the slide/step.

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The above image represents data for a Guide engagement. This guide has a total of 8 steps. 37 users viewed the guide. Of those 37 users, 25 users (68%) moved to the next step. Of those 25 users who moved to the second step, 20 users (80%) moved to the third step. All of those 20 users (100%) moved to the fourth step, and so on. You can easily analyze where your users are dropping off and take appropriate actions.

To learn more about various columns and widgets, refer to the Engagement Analytics section of the Analytics Data Dictionary article.

Email Performance Reports

The Email Performance report shows data for the Email Engagements. When you click the Email performance report, you can view the details for the first Email engagement.

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In the above image, the Email was delivered to two users. When you click Show users under the Delivered column, you can view the two users to whom the mail was delivered. Similarly, when you click Show users under the Unique Opened column, you can view the number of distinct users who viewed your email. To learn more about various columns and widgets, refer to the Engagement Analytics section of the Analytics Data Dictionary article.

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Survey Performance

The Survey performance report displays results for all 5 types of Surveys supported in Gainsight PX. You can find all the details about NPS survey analytics from the Analyze NPS Results article. This article describes how to analyze the results of four other survey types.

Analyze Rating Survey Results

A Rating survey offers a set of 5 stars to the users, with 5 being the best rating. Based on their experience with your application page or feature, users can submit a rating 

To view Rating Survey results, click any Rating survey from the list of surveys in the Survey performance section. In the below image you can see a Rating survey. Two users have viewed and responded to the survey. Click the Rating survey to view the results in detail.

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In the following image, you can see the two respondents who have taken the survey and also the individual rating given by each user. The first user has given a 5 star rating and the second user a 4 star. The first user has also given comments. You can select the Filter out empty comments check box to view only those responses which have a comment. The bar chart shows that both the responses were recorded on the same date and is divided in two colors to represent the two scores given by both users. When you hover on the bar graph, you can view the legends for the two scores (pale green for 4 and bright green for 5).

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You can switch to Line Chart view, apply filters, and view results by company or overview.

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Analyze CES Survey Results 

A Customer Effort Score (CES) survey is used to analyze the amount of effort a user has to put in to complete a task. CES survey displays the results on a Likert scale of 1-7. A score of either 1, 2, or 3 implies that the user is not at all happy with the amount of effort that was required. A score of 4 or 5 implies that things could have been better and a score of 6 or 7 implies that the user could understand the UI with minimal effort.  

To view the results of a CES survey, click any CES survey from the Survey Performance section.

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In the following image, two users have responded to the CES survey. The first user has given a score of 6 and the second user has given a score of 2. Both the responses were recorded on the same date. You can also view the average of the scores in the semi circle (4).

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You can also switch from a bar chart to a line chart, apply filters, view results by accounts, or overview.

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Analyze Boolean Survey Results

A Boolean Survey is a direct question that asks users if they are satisfied or not with a product. It has only two responses; Yes (positive) or No (negative). In the following image, you can see a Boolean survey, which has two viewers and two respondents. Both the respondents have given a positive response. Click the survey to view the results in detail.

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In the following image, you can see the two respondents who responded to the survey. The survey displays a semi circle which has two colors. Green color indicates a positive response and red color a negative. 

This semi circle also displays a numerical value based on the number of responses; the number of positive responses is divided by the total number of responses, and a floating point number is displayed. For example, if four users responded to the boolean survey and if two of them responded positively and other two responded negatively, the positive responses is divided by the total number of responses (2/4) and 0.5 is displayed. 

In the below image, both the respondents have given a positive response and hence the rating is shown as 1(2/2). The second respondent has also given comments. Just like in the case of above surveys, you can change the view type, apply filters, and switch to line chart.

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Analyze Multi Question Survey Results

A Multi question survey allows you to display multiple questions as a survey on any page of your application. A Multi question survey can have two types of questions; Multi choice Question and an Open text question. Multi choice questions allow you to ask a question and also provide a set of answers. Users can select one or multiple answers. An Open question does not provide any options. Users must enter their answers.

In the following image, four users have viewed and responded to the multi question survey. Click the multi question survey to view the results in detail.

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In the following image the survey constitutes of four questions. The Line chart shows the number of questions which were responded to by the users. Out of the four users who responded to the survey, three users answered the second question and four users responded to the first one.

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The All Questions by day section displays the days on which users responded to the surveys. You can see that of the four users who responded to the survey, two users responded on 3 Sep and the remaining two users responded on 27 Nov.

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The first question is a multi choice question survey. You can view the options selected by users for this type of question. Out of the four users who responded to the survey, two users selected the Good optionand the remaining two users selected the Best option.

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The second one is an open question. You can view the responses provided by users to these questions. Since only three of the four respondents answered to this question, you can see only three answers.

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For a multi choice question, you can also click a response to view the list of users who provided that response.

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You can apply filters in this survey as well. However, you cannot switch to a bar chart.

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