Can I use the same survey site to host multiple surveys?
Yes. For instructions on how to set up your Salesforce survey domain, please see the article Setup Salesforce Survey Domain & Test Survey Setup.
Should I send my survey via SFDC or CoPilot?
This depends largely on whether you have a static list of participants that you want to survey, or if you will have a dynamic list of participants. Your options are explained in more detail in these articles:
Can I use other survey tools and bring the data into Gainsight?
Yes. See Load 3rd Party Survey Results for more information.
How can I re-send my survey to non-respondents?
If you use the Survey module and an email service other than CoPilot, you can re-send surveys directly from the Survey > Distribute page. If you use CoPilot as your email service, please see this article Tutorial: Re-send NPS Surveys from CoPilot for instructions on how to re-send your survey.
How can I manage survey permissions?
There are two places in Gainsight for managing Survey permissions. First, Admins can grant Survey module access using a tool under Administration. To give specific users access to edit/publish/view results for an individual survey, the Admin can modify permissions under Survey > Permissions. Directions for both options are described Admins can grant Survey module access using a tool under Administration. To give specific users access to edit/publish/view results for an individual survey, the Admin can modify permissions under Survey > Permissions. Directions for both options are described in the article Assign Survey Permissions.
Why is my participant .csv file failing to upload to Surveys?
Any .csv upload, or any Gainsight Success Snapshots created, are stored in the GainsightSuccessSnapshot folder under documents. If the folder is deleted, the .csv file will fail to upload to Survey > Participants, because the system can't find the folder and save it to the specified path. Navigate to SFDC > Documents to confirm the folder exists.
Gainsight Survey Practices
The following questions and answers are drawn from our own Survey practices:
Do you send the CSM/AM head's up email about an upcoming survey from CoPilot? And the reminder email?
Yes, both emails are via CoPilot. We recommend that the follow-up reminder email contains a different message, indicating that the survey will be closing soon and the closure date.
- "Heads up" to CSM Power List: Looks at Customers in a 6 month interval of Original Contract Date (OCD), and then sends to the CSM of that Customer.
- Normal NPS Survey Power List: Looks at Contacts that are related to a customer that's in 6 month interval of OCD, then sends directly to that Contact.
How does Gainsight analyze their own Survey responses?
We use the built-in reports under Surveys > Analytics, and the NPS tab, as well as perform a manual analysis of comments. Please see the article Survey Analytics for more information on Gainsight's Survey Analytics.
Can Gainsight analyze NPS text responses?
Yes, to learn more about the NPS Text Analytics feature, and how to enable it, please see the article How to Enable NPS Text Analytics.
How does Gainsight communicate actions (based on Survey feedback) back to all customers?
We recommend that you assess all feedback and compile information on key take-aways. Then communicate that back to customers in whatever method you feel will be most impactful, such as email or video.
What is the View Details & Follow-up link under Survey Analytics used for?
The View and Details link allows you to assign a Task in Salesforce to someone associated with the account, and trigger an email to notify them. The email includes helpful information on the survey response.
How do you notify managers and execs in real-time of the latest NPS responses?
We use a SFDC Workflow Rule for an Email Alert action built on the NPSSurvey Response object. The trigger is "Evaluate when a new record is created" and the logic is "When record created date =/ null" (it will never be null, therefore the alert is always sent).
How many NPS surveys will the top graph on the NPS tab show? Is there a way to 'deprecate' a survey off the graph?
The top graph in the NPS tab shows the last 8 surveys only. Currently, we do not have the ability to deprecate a survey included in the graph.
When the C360 widget shows the NPS average, is it for responses to currently-open surveys?
The first value in the C360 NPS widget is the Average of recent NPS responses. For the remaining NPS, we show the averages as trends in bar chart. Each bar represents the average of all responses. We order them left to right, recent to oldest.
How can I get immediate notifications when my customer responds to a survey?
If you use Gainsight Surveys, you can be immediately notified when one of your customers submits a survey response. There are two steps: 1) Follow the customer on their C360, and 2) Enable "Survey Response Submitted" under the Email Notifications options (click the bell icon in upper right of any Gainsight page).
Can I delete or move Survey responses?
If you believe you need to delete a Survey response(s) or move a response to another survey, please contact firstname.lastname@example.org. There are multiple objects that hold the survey data, and they have to be deleted in a certain order. If ths isn't performed correctly, one object can still hold data, while the others don't.
Survey Email Limits
Please refer to the email limits documented in the article CoPilot FAQs and Troubleshooting for information on the maximum number of contacts you can send survey emails at one time, based on your selected email service.