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Gainsight Inc.

Catch-up on Surveys Enhancements

December 2018: 5.21 Release

With Surveys, you can create highly customized surveys that capture customer insights and transforms them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS question type. Surveys 2.0 gives admins the ability to design and distribute surveys in Gainsight without a dependency on SFDC sites or features.

  1. Survey Permissions now available for Surveys 2.0:

  • Previously, admins could only give users all-or-nothing access to Surveys 2.0. With Survey Permissions, admins can give users and user groups access to Surveys 2.0 with more precision. They can grant access based on specific survey and survey feature for each user and user group.

    Note: For detailed step-by-step instructions on Survey Permissions, refer to Surveys 2.0 Permissions.

3 Survey Permissions 2.png

  1. Migrate Surveys from 1.0 to 2.0: Previously, it was not possible to migrate surveys created using the Surveys 1.0 feature to the Surveys 2.0 feature without recreating the entire survey manually. With this enhancement, admins can migrate draft surveys with one click, as well as completed surveys and their data. 

    Note: For detailed step-by-step instructions on migrating surveys, refer to Migrating Surveys from 1.0 to 2.0.

4 Migrating Surveys from 1.0 to 2.0.png

  1.  Select Survey Question Logic based on attributes from Company, Relationship, and Company Person Objects: Originally, you could only select survey logic options based off of conditions within the survey itself. Now, admins can configure survey logic to display certain questions for participants based on attributes from the Company, Relationship, and Company Person Objects. Using these logic conditions, admins can configure surveys to only display questions that directly relate to the participant, such as CSM related questions for participants with CSMs, and product satisfaction questions only for products they have purchased. Previously, you had to create multiple surveys to accomplish this.

    Note: For detailed step-by-step instructions on logic options for survey questions, refer to Survey 2.0 Design.

November 2018: 5.20 Release


October 2018: 5.19 Release

  1. Use Question Library to edit and delete stored survey questions: Admins can now edit and delete existing questions they have added to the question library. For more information on creating and editing survey questions, refer to Survey 2.0 Design.

    To access the Question Library, navigate to Surveys 2.0 (Beta) > Library. The Surveys 2.0 (Beta) tab now has a chevron on the left to show options for the Library and Survey List.

18 Library and Survey List.png

Within the Question Library, admins can view the following:

19 Within the Question Library.png

  1. Chevron menu: Click this to select navigate either to the Survey List or the Question Library.
  2. Folder list: A list of folders added to the Question Library. The number of questions the folder contains is displayed next to the folder name in parentheses. Click the folder name to display the list of questions contained. Hovering on the folder also gives you the option to edit its name or delete it. Note: The Uncategorized folder can not be edited or deleted.
  3. Selected Folder: The name of the selected folder is displayed with a list of the contained questions below it.
  4. Survey Question: You can select answers for each question as a way to test how a recipient can interact with it. Hover on a question to see the option to edit it. Refer to Edit Questions in the Library for more information on editing linked questions. Click the survey question to select it. More than one question can be selected at once. When a question is selected, clicking the Action Button will give you the option to clone, delete, or move the question(s) to a different folder.
  5. Search bar: Type the name of a question to search for it in the selected folder.
  6. Action Button: Clicking this button gives the following options:
  • When no question is selected:
    • Add a new survey question to the Library.
    • Add a new folder to the Library.

20 Add a new survey question to the Library.png​​​​​​

  • When one or more questions are selected.
    • Delete: Deletes the selected question(s). Refer to Delete Questions in the Library for more information on deleting linked questions.
    • Move to folder: Move the selected question(s) to an existing folder in the Library, or create a new folder to move the question to.
    • Clone question: Creates a copy of the selected question(s) within the same Library folder.

21 Delete Questions in the Library.png

  • Edit Questions in the Library: When editing a question in the library, if the question is currently in use within a survey, you will be given the following options:

    • Update question in library and save the changes made to it in Active and Draft surveys.
    • Update question in library and save the changes made to it in Draft surveys, but Unlink it from Active surveys.

    Note: If the question is not being used in a survey, then the question modifications are saved.

22 Edit Questions in the Library.png

  • Delete questions in the Library: When deleting a question in the library, you will have two options:

    • Delete question from library and unlink it in both Active and Draft surveys: This option will delete the question from the library but unlinked versions of the question will still exist in surveys using it.

    • Delete question from library and unlink it in the Active surveys, but delete it from the Draft surveys: This option will delete the question in the library and in draft surveys. The question will remain in Active surveys and responses will remain intact.

Note: If the question is not being used in a survey, you will receive a prompt asking to confirm the deletion.

23 Delete questions in the Library.png

  1. Ability to filter Response Statistics report (renamed to Survey Statistics): The pre-built Surveys 2.0 Analytics report Response Statistics is renamed to Survey Statistics. You can view this report by navigating to Surveys 2.0 (Beta) > Open an existing survey > ANALYZE > Survey StatisticsSnip20181015_40.png

You can also filter each column of the Participants Chart that displays as part of the report. 


The applied filters will be honored by the report’s export feature. To learn more about this report, refer to Surveys 2.0 Analytics.

3. Survey Flattening Reports available for Surveys 2.0: By default, survey response data is spread out among several objects. Survey Flattening places this information into a single MDA object formatted with survey respondents in rows and each question in its own column to allow for easy reporting and insights into survey data. For more information on Survey Flattening, refer to Survey Flattening Overview.

24 Survey Flattening Reports available for Surveys 2.0.png

This feature is now enabled by default for all surveys in Surveys 2.0. An object containing response data for the survey will be created after the survey receives its first response. To create a report on a flattened survey object, navigate to Administration > Report Builder, and select the object with the same name as your survey. For more information on options available for reports, refer to How to Build Basic Reports.

August 2018: 5.17 Release

  • Feed and Trends sub-tabs available in NPS 2.0 (Beta) tab: The NPS 2.0 (Beta) tab  contains cross survey reports on the NPS question for Surveys 2.0 in Gainsight. For more information about how to enable NPS 2.0(Beta), refer to the NPS 2.0 Overview article. 

    The filter option at the top-right can be used to control which Survey data segments are displayed throughout the entire tab.

filter optionpng.png

By default, the following filters are applied:

  • Responded date equals the last 30 days.
  • Entity Type equals company.

Note:These filters can be edited, but will reset to the default when the tab is reloaded.

The NPS 2.0 (Beta) tab currently has three views available Summary, Feed, and Trends.

  • Summary: This view provides a comprehensive view of all NPS responses received. For more information about this view refer to the NPS 2.0 Overview article.
  • Feed: This view categorizes NPS responses based on the Sentiment of the comments received. The Sentiment uses Text Analytics to analyze and classify the textual information in the comment.


This view includes a Response Chart divided into color-coded categories of NPS comments, as well as a list of responses displayed below. The categories of comments include Suggestion, Positive, Negative, None, and Mixed:

  • Suggestion: The NPS comment contains a suggestion for areas of improvement.
  • Positive: The NPS Comment has a positive sentiment.
  • Negative: The NPS Comment has a negative sentiment.
  • None: The NPS response does not contain a comment.
  • Mixed: The NPS Comment has sentiment that is both positive and negative.

You can click the labels to hide or display each section. Clicking a section of the Response Chart will filter the response list displayed below for only responses that match that sentiment.

The response list displays the Score, Company/Relationship, Name & Email, Sentiment, and Responded Date of each NPS response. You can click each response to expand it and view any available comments.

The response list.png

  • Trends: This view contains pre-built reports to display NPS scores and responses over time.
    • Group By: Users can summarize the reports DAILY, WEEKLY, MONTHLY, QUARTERLY, and YEARLY.

Group By.png

  • Score over time: This line graph shows the number of NPS responses received over time. Hovering over a point on the graph will display the score, number of responses, number of detractors, number of passive responses, and the number of promoters for that point in time.
  • Responses over time: This stacked column graph shows the number of Promoters, Passives, and Detractors received during the displayed point in time. The Promoters, Passives, and Detractors are displayed as color-coded sections. You can click the labels to hide or display each section.

Score & Response Over Time.gif

  • Text Analytics available for Survey 2.0: The Text Analytics feature uses several analytical techniques to break down and classify the textual information contained in all text-based questions and for all questions that have comments enabled. It then makes the analyzed information available for reporting purposes. This option is enabled by default for all surveys, and you will be able to access it when you perform the following steps:

    1. Select a Survey from the list of surveys.

    2. Click on the three dots.


  1. Click Analyze .


  1. Click Text Analytics.

text analytics.png

The following page opens:

text analytics2.png

The functionality of this feature is identical to the Text Analytics option for Surveys. For more information on the functionality of Text Analytics, refer to the How Text Analytics Works article.

July 2018: 5.16 Release

  • Error Message Displayed on Survey Page: Previously, the error message, "An exception occurred while trying to retrieve the surveys," would display when users would attempt to access the survey page if there were more than 100 jobs running in the background of their org. This issue has been resolved, and the survey page now displays regardless of the number of jobs running.
  • Survey failing to preview when 6 conditions are added in display rule: Previously, surveys would not display a preview when six conditions were added in a display rule for survey questions. This has been resolved, and surveys now preview as expected.
  • Picklist field not displaying values: Previously, fields with the datatype picklist were not displaying any values in the set CTA section of Relationship type surveys. This issue has been resolved, and the values are now displaying as expected.
  • Opt-out messages displaying for opted-in participants: Previously, the message, "Selected participants are opted out email communication," would display for certain participants who were not opted out of communication. This has been resolved, and this message now only displays when participants have opted out as expected.
  • Survey 1.0 issue (broken links) can be resolved with the latest Salesforce update: Enable the Allow topics in Salesforce Sites and Portals option from Salesforce Setup > Chatter > Chatter Settings for the guest and authenticated external users to have access to the topics in Salesforce Sites and Portals.


Note: If your org was upgraded to the SFDC Summer 18 release, you may face this issue (such as broken Survey Links, etc.). The Allow topics in Salesforce Sites and Portals option will be available for you to select on/after July 19th when Salesforce will implement the permission on the Topics object in their production org.

Impacted areas:

  • Survey 1.0 (Breaking in the area where response is captured.)
  • CoPilot > Outreaches > Survey

June 2018: 5.15 Release

  1. SFDC.png NPS Analytics Summary View for Surveys 2.0: Admins can add the NPS 2.0 (Beta) tab to their available tabs. The NPS 2.0 tab contains cross survey reports on the NPS question for surveys distributed through Surveys 2.0. For more information on the NPS 2.0 (Beta) tab, refer NPS 2.0 Overview.

7-NPS Analytics Summary View.png

  1. SFDC.png Internal Submissions for Surveys 2.0: The Internal Submissions feature is now enabled for Surveys 2.0. This option is available under the Properties tab > Additional Configuration section. For more information on enabling Internal Submission, refer to Submit Surveys 2.0 Internally.

17-Internal Submissions for Surveys 2.0.png

Note: Internal Submission is only available for surveys with the Non-Anonymous category.

To submit an internal response in Surveys 2.0:

  1. On the Surveys 2.0 (Beta) tab, open the survey for which you want to submit a response.
  2. Navigate to the Analyze tab. (For more information on this tab, refer Surveys 2.0 Analytics.)
  3. Click the Not Responded section of the participant chart in Response Statistics.
    18-Response Statistics.png
  4. This will open a table view for every participant that has not responded to the survey at the bottom of the page. Click the submission icon next to the participant’s name.
    19-submission icon.png

  5. This will open the survey in a new tab where you can submit responses on behalf of the participant. Enter the response and click SUBMIT.

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