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Gainsight Inc.

Catch-up on Surveys Enhancements

September 2020: 6.17 Release

With Survey 2.0, you can create highly customized surveys that capture customer insights and transform 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. Survey 2.0 give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.

Ability to Delete Survey that has No Responses

In the Survey 2.0 List page, Admins can now delete Active or Closed surveys that have no responses.
Note: If a Survey is published through a JO Program, make sure you delete or stop that Program to delete the Survey.

Enhanced Survey Participants Chart

Surveys 2.0

In the Survey 2.0 Analytics tab, the Participants chart is now visually enhanced. Users can access options like Preview, Edit, Delete and Internal Submission (if you have selected Allow internal submission) from the Context menu. And, if you apply a filter to a column, you can now see the type of Filter Operator you have selected.

NPS®  Analytics

In the NPS® Summary > Responded Users chart, users can now hover on a specific comment to view the comment. 

July 2020: 6.16 Release

With Survey 2.0, you can create highly customized surveys that capture customer insights and transform 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. Survey 2.0 gives admins the ability to design and distribute surveys in Gainsight without a dependency on SFDC sites or features.

Enhanced Survey 2.0 List page

The Surveys list page is now enhanced with the Horizon Experience UI, so users can navigate through their Surveys list with ease. We made the following improvements to the Surveys List page:

  • On the list page, you can see the Survey Name, Entity, Status, Questions, Responses and Date.
  • Clicking the Survey Name navigates you to the Properties page of that specific survey.
  • You can either select all survey sources or a specific survey source (if you have integrated external survey source(s) such as Gainsight PX or SurveyMonkey with Gainsight Surveys) to view the list of surveys from the selected source(s). 

For more information on the Survey 2.0 Listing page, refer to the Survey 2.0 Overview article.

You can perform the following operations from the survey list page:

  • Create a New Survey.
  • Import Surveys from External Sources.
  • View the existing Surveys details.
  • Search Surveys by Name or filter them by Entity and/or Status.
  • Sort the Surveys by Survey Name and Responses.
  • View Number of Questions and Responses of specific Survey.
  • Edit, Clone, Analyze, Delete and many more actions.
  • Navigate to Design or Analyze page by clicking on the number of Questions or Responses respectively.
  • Navigate through different pages and view multiple Surveys by using the pagination tool.

Ability to Add and Perform Text Editing in Survey Section

In the Survey Design tab, Users can add text in the Section Content separately, and apply Rich Text Editing as required. As a Survey Designer, if you want to call out information or instructions with special formatting for the survey participants, this enhanced Section construct is available. 
Note: This functionality is also applicable to the Translated section content.

15. Survey Section [2].png

To use this enhancement while adding or configuring the Section:

  1. Navigate to Survey 2.0 > Survey List > New/Existing Survey > Design.
  2. Click the + icon.
  3. Click Section.
  4. Enter the required Section name in the Section Label text box.
  5. Enter the required Description/Content in the Section Content text box.
    Note: You can also perform Rich Text Editing on the text you have entered.
  6. Click the  icon to Save.

To use this enhancement while translating the Section:

  1. Navigate to Survey 2.0 > Survey List > New/Existing Survey > Design.
  2. Select the required Section.
  3. Click Translate. Question Translation page appears.
  4. Select the required Section from the Select Question dropdown.
  5. Select the required Language to Translate from the Select Language dropdown.
  6. Enter the translation text in Enter translation for section text box.

Gainsight as Primary Source for Survey Languages

In Gainsight, the languages created by admins from the Languages page are stored in both Salesforce and Gainsight (MDA). Until now, the Primary source of data storage for all these Languages was Salesforce, but with this release we are changing the Primary source of data storage to MDA as all the ingested languages (records) are stored in MDA. 

Business Use Case: For instance, you might have collected survey responses in different languages from external sources like SurveyMonkey, Qualtrics, etc. These languages are created in MDA, and are never synced back to the SFDC Languages collection. To address this issue, Gainsight has changed the Primary Source for Survey Languages to MDA.

Functionality in Survey 1.0: While creating a Survey from the Survey languages(s) dropdown, admins can select the languages that are configured in the Languages page.
Note: While creating a Survey, you won’t see  Languages that are created as part of ingestion from external sources.

Functionality in Survey 2.0: While creating a Survey from the Languages dropdown, admins can select the languages that are configured in the Languages page, along with the languages created while ingesting surveys from external sources like SurveyMonkey, Qualtrics, etc.
Note: While Ingesting External Surveys, language records are created automatically which may include unsupported languages. These unsupported languages will be marked as Inactive and cannot be used anywhere. For example, a multilingual survey response collected in Arabic language, which is not supported in Gainsight, is marked as inactive and displayed in read only mode. You cannot delete these inactive language records as these were ingested from external systems.

18. Survey Languages [2].png

June 2020: 6.15 Release

N/A

May 2020: 6.14 Release

With Surveys, you can create highly customized surveys that capture customer insights and transform 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.

Enable Real Time Sync

The Import from PX feature is now enhanced with a new functionality called Real Time Sync. Admins can now enable/disable the Real Time Sync option. Once this option is enabled, all the PX survey engagements and their responses are automatically imported to Gainsight Surveys in real time. For more information on how to enable the Real Time Sync option, refer to the Gainsight PX integration with Survey 2.0 article.

Business Use Case: If you have an active PX survey engagement and you’re analyzing the responses in Gainsight Surveys, instead of performing a manual import of the new responses, your admin can enable the Real Time Sync option to import all the new responses to Gainsight Surveys in real time.

Notes:

  • After Sync is executed, click the EXECUTION HISTORY option in the Properties page to view the detailed execution logs. By default, the Execution History displays the overall summary of the ingestion with date wise historical events of that specific survey. If there were any ingestion failures during the import, you can download the csv file that has detailed information about the failures.
  • As earlier, you can also manually import PX survey engagement responses into Gainsight Surveys.

Enhanced Language Settings and Options

Previously, while adding a language, admins used to add the language manually by entering the Language Name and Code, which resulted in the addition of non Standard Language Codes and duplication. To address this issue, the Language page is now enhanced with new options. Admins can now select a Language from a predefined set of languages (Including Unique, User Locale and Gainsight PX languages). Based on the selected Language, the associated Language Code is automatically displayed, and you can also change the language display name as required. For more information on how to add a language, refer to the Configure Language article.

Note: In the migration process, any existing languages with a valid name or code will get updated with the Standard ISO code, and the languages without a valid name or code are displayed on the Language page.

View Survey 1.0/2.0 Responses in C/R360

Earlier, CSMs could either view Survey 1.0 or 2.0 responses in the C/R360 > Surveys section, and every time they wanted to switch between these survey sources, admins had to enable/disable the NATIVE_SURVEY_PRIMARY Feature Configuration. To make things easier, a new dropdown is introduced in the C/R360 page to select the required Survey responses (Survey 1.0/2.0). The same is applicable for NPS® 1.0 and 2.0.


Business Use Case: For instance, currently your Admin is in the process of migrating surveys from 1.0 to 2.0. As a CSM, you may want to view the Survey responses of Survey 1.0 and Survey 2.0 in the C/R360 page. Instead of enabling/disabling the NATIVE_SURVEY_PRIMARY Feature Configuration every time, to switch between the survey sources, you can now achieve this by selecting either Survey 1.0/2.0 from the dropdown in the C/R360 page.

Note: You can view the Survey source of all the surveys that are either published through Gainsight Surveys or imported from external sources, such as SurveyMonkey, Gainsight PX, or Qualtrics.

Ability to View Survey 2.0 Responses in C/R 360 without Survey Analyze Permission

With this release, Survey 2.0 is now honoring Gainsight Sharing Settings. Hence, users with either Read Access to Company/Relationship records or Survey 2.0 Analyze permission can now see the Survey 2.0 responses in the C/R 360 page and in the Gainsight Account widget as well.

 

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