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Gainsight Inc.

Catch-up on Surveys Enhancements

May 2017: 5.6 Release 

Automatic updates:

1. Description Removed from Survey Thank You Page: The description of the survey will no longer be included in the thank you message that is displayed when a survey is completed.

Incremental improvements:

1. Assign weights to Dropdown or Matrix Survey questions: Admins can assign numerical value/weight for different text-based answer options on Dropdown or Matrix survey questions with Single Answer selected. This option will only be available if the Single Answer checkbox is selected with these question types, otherwise it will be disabled by default. After checking the Single Answer checkbox, the Answer Scoring checkbox can then be checked. When this option is checked, a numerical drop-down box will appear next to each of the question’s answers; this is where the score can be assigned. Survey analytics will calculate the sum and average of the answers. Support Satisfaction questions are a good use case for this feature.

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Below is an example of how responses to these questions will appear in Survey Analytics:

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2. Partial Survey Responses can be Saved: Survey responses will auto-save every 5 seconds. If a respondent drops off a survey due to survey fatigue or navigates away from the survey, Gainsight users will receive partial data. The respondent can also complete the survey later without losing any data. Incomplete submissions will be logged as “Partial Saved” until a set amount of time determined by the admin elapses. The Partial Saved survey will be logged as “Partial Submitted” after the set amount of time passes. To configure the amount of time required before a partially saved response gets converted to responded, open the survey in question, navigate to Properties > Partial Completion. By default, this value will be set as 10 days.

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Note: Once a partially saved response gets converted to responded, participants will not be able to continue taking their survey.

3. Store Survey data in a single MDA Object for easier reporting: Survey response data can now be “flattened” and stored as a new MDA object. Then the data can be reported on within report builder without the need for a data space. The newly created MDA table will have each survey question as a column header. Contact Gainsight Support in order to enable this feature.

4. New NPS Text Analytics Section: For Surveys with NPS questions, there is a new section in the Survey module that displays the NPS Text Analytics results.

Note: This feature must be enabled in Survey settings. To complete this, you will need the Gainsight Admin permission set. Use the instructions in this document How to Enable NPS Text Analytics.

This new view includes two new tabs by default:

a. Detail View: This will show all aspects sorted by sentence count. The top section will display a summary view showing total number of sentences, as well as a breakdown by sentence category. The lower list view will have a column for Aspect Group, with the individual associated aspects in parentheses, as well as columns for the count of sentences within each Aspect Group, and an Aspect Sentiment column that shows the sentiment of the sentences containing each Aspect Group.

b. Word Cloud: This displays the top 50 Aspect Groups. Hover over each aspect group for additional details.

Note: The NPS Text Analytics section will display the message “No Data Found For This Survey” if there is no text analytics data found. This will usually occur if:

  • The survey has 20 or fewer Survey Responses with comments.
  • After processing the survey, no opinion sentences were found.

For more information on the NPS Text Analytics feature in general, see the article How NPS Text Analytics Works.

February 2017: 5.5 Release 

  1. Browser detection for Surveys: When loading a survey response page, Gainsight will detect which browser is in use. If it is an unsupported browser, the survey responder will see a message that includes a link to a list of supported browsers. The full text of the message is “Your browser is not supported, please find the supported browser list here”. 

  1. Surveys honor start and end dates: If the start date and end dates are set, a survey cannot be published outside of this date range, and a respondent won’t be able to complete the survey after the end date passes. While these fields were previously located under Properties, they can now be selected on the Publish Survey page. For existing surveys, this option is visible but not enabled by default. For new surveys, this option is enabled.

  1. NPS Summary information is available in the Survey > Analyze sub-tab. This is the same information from the summary section of the NPS tab. Additionally, for a given survey, we display overall NPS Score in addition to a breakdown of the data. This information is added to the C360 and R360 Survey sections.

  1. Add languages to live Surveys: Admins may select another language for a survey after the survey is published from the Survey > Properties page. 
  2. Analyze NPS Text Responses: The NPS Text Analytics feature examines the content of NPS comments and categorizes each sentence as either positive, negative, or suggestions. The goal is to identify important themes or “aspects” mentioned by customers from their NPS comments. After the feature is enabled, the results will be stored in an SFDC object called JBCXM_GSNPSTextAnalytics__c. The best way for all users to view this information is to build a report off of the object and share it on Gainsight dashboards or the 360. For more information on how to enable this feature, and how to build a report containing NPS Text Analytics, see How to Enable NPS Text Analytics.

    Note: The comments themselves are not categorized, rather the individual sentences making up the comment are analyzed and tagged accordingly. The accuracy of the feature is typically between 75-80%. For every 10 sentences that are selected for analysis, the feature can accurately determine the opinion of 8 of them. These results will be stored in an SFDC object called JBCXM_GSNPSTextAnalytics__c. Sentences with less than five words, and sentences with more than 25 words are excluded from analysis.

  1. Send Survey responses to an Internal team: Now survey responses can be sent to internal stakeholders through email. To enable, contact support@gainsight.com. Once the feature is enabled, navigate to Survey > Publish. Under the option Response Email Subscribers, enter email addresses with comma separated values. Now, whenever a survey response is submitted, an email is triggered to these users. 

  1. Deprecation notice for Survey > +Survey button: The “Pre-built” Survey option is removed. We recommend using Vault Survey templates. 

  1. Deprecation notice for Survey > Set CTA > Action: The Alert sub-tab is removed. Use the CTA tab to configure your Call to Action details.

November 2016: 5.4 Release  

  1. Survey Links allow you to associate objects with Surveys to better support closing the Survey Feedback Loop. This allows Admins to associate an SFDC/MDA object with a transactional survey. For example, if a survey was sent on case closure earlier, Gainsight did not have any reference to the case on which the survey was sent and responded. For more information, see the Close Survey Feedback Loop with CoPilot article.
    Note: If you want to use this feature for existing surveys which are published, you must re-configure (re-save) the associated email templates and outreaches.
  2. Surveys allows for more labels to be translated into other languages. Admins can provide translations for the Reset, Select one, This is a mandatory question, and Please choose rating labels in the survey.

To add a language for these labels:

  1. Navigate to Administration > Communication >  Languages.
  2. Click +ADD LANGUAGE and enter the language name and code.
  1. Click the save icon.
  2. Click Survey Settings. The Translate Survey Settings window is displayed. Enter the translated text labels.
  1. In the survey, survey respondents can hover on the Reset icon to see the message in their selected language, and the label Select Language will change based on their selected language.
  1. Create internal survey questions for CSMs to submit responses. Internal questions will not be visible in the survey for end users. Only users who have the View Response permission in Survey Permissions, will be able to view and submit responses to internal questions. In Administration > Communication > Survey, when you click +Q (as shown in the following image), a separate section is displayed where you can select the Mark as Internal check box.

For more information, see Create Internal Survey Questions article.

October 2016: 5.3 Release 

  1. New location for adding languages: As an admin, you can add a new language at Administration > Languages. Once the new language is configured, you can use it for multilingual surveys and on the email preferences page. Earlier, you could add a new language for surveys at Administration > Surveys.

    

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