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Gainsight Inc.

Catch-up on Surveys Enhancements

August 2019 : 6.5 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.

  1. Ability to customize Survey theme: Survey 2.0 Properties page is enhanced to provide a better Admin experience by making functional and UI changes that make it easier to customize the Survey. Following are the major enhancements in the Survey Properties page:
  • Visual Experience in the Additional Configuration section is now separated as new Theme section with enhanced capabilities.
  • A new option named Buttons is introduced in the theme section.
  • Admins can now configure the survey’s visual appearance by configuring the following settings in the Theme options:
    • Logo
    • Logo position
    • Fonts
    • Font size
    • Font color
    • Opacity
    • Styling
    • Alignment
    • Add Image
    • Image position
    • Watermark
    • Watermark position
    • Hide Gainsight Logo in the Footer
    • Character spacing
    • Shape of the Buttons (Submit, Save and Next)

Important:

  • The version 01 theme of existing 2.0 Surveys is still honored. Version 02 theme can be applied only if the admin decides to upgrade.
  • The version 02 theme will apply to migrated 1.0 to 2.0 surveys.

For more information on how to configure the Visual appearance, refer to Survey 2.0 Properties.

Survey Theme.gif

  1. community.pngAbility to use tokens in Survey Questions: You can now add tokenized fields within survey questions. Tokens are placeholder fields derived from the Survey Participant object such as attributes from Company, Company Person, Relationship, Relationship Person and Associated Object (CSAT case). This enhancement reduces the number of redundant surveys customers previously had to create in order to personalize survey questions.

    Limitation: Tokenized questions are only available for non-anonymous surveys in order to accurately populate the token field with correct data.

    For more information on how to configure question tokens, refer to Survey 2.0 Design.

Question SFDC.gif

July 2019: 6.4 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.

  1. Ability to Edit or Delete submitted survey responses: Previously, Admins could only View the responses of submitted surveys. With this release, Survey 2.0 Analyze page is enhanced with Editing and Deleting capabilities, which allows Admins to Edit or Delete any submitted responses. For more information on Survey Analytics, refer to Surveys 2.0 Analytics article.


Use Cases:

  • The Edit option in the Survey Statistics tab allows Admins to correct or complete responses from participants on their behalf, or remove redundant or incorrect values from the responses. 
  • If you receive invalid responses from participants, and you don’t want those invalid responses to effect the survey analytics, you can delete the invalid responses using the Delete option in the Survey Statistics tab.

To use the Edit option:

  1. Navigate to Survey 2.0 > Select the Survey > Analyze > Survey Statistics.
  2. Select the response you want to Edit, from the participant chart.
  3. Click the Edit icon in the Actions column. A new window opens and displays the survey question(s).
  4. Edit the responses.
  5. Click SUBMIT, and you will see the “This will change the response. Do you want to continue?” message.
  6. Click Yes to save the changes.

38. Edit.gif

To use the Delete option:

  1. Navigate to Survey 2.0 > Analyze > Survey Statistics.
  2. Select the response you want to Delete, from the participant chart.
  3. Click the Delete icon in the Actions column, and you will see the “The selected records will be deleted from the system and will not be available for the analytics or any other use.” message.
  4. Click DELETE.

39. Delete.gif

All the edited/deleted response information is stored in the Survey Audit Log object. Admins can build reports using the Survey Audit Log object to see who has edited/deleted the responses for a specific survey, modified date of the responses, etc. 

To build a report on edited surveys:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click + REPORT to create a new report.
  3. Select the Survey Audit Logs as the source object.
  4. Add Action Type, Person Id and Modified Date fields to Show me section.
  5. Click RUN to see the records in the report.

40. Audit report.gif

Notes:

  • You can select and delete a maximum of 10 responses at a time.
  • You cannot edit SurveyMonkey responses that are imported to Survey 2.0.
  1. Ability to import Transactional survey type from SurveyMonkey to Gainsight Survey 2.0: Previously, Admins could only import surveys of Non Transactional survey type from SurveyMonkey. With this enhancement, Admins can now import surveys of Transactional survey type from SurveyMonkey. 
    Transactional surveys are event based, such as after training or a conference, after case closure, or after an opportunity is closed. For more information on how to integrate SurveyMonkey with Gainsight Surveys, refer to SurveyMonkey Integration article.

41. SM Transactional.gif

May 2019: 6.3 Release

N/A

April 2019: 6.2 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.

  1. Ability to Refresh the Distribution metrics in Distribute and Analyze tabs of Survey 1.0 : With this release, you can now refresh the distribution metrics in Distribute and Analyze tabs of Survey 1.0. This option is available only if you select Journey Orchestrator as your email service. On clicking the Refresh icon, the distribution metrics will be updated. The metrics refresh is an async operation and may take several minutes. You can also view the distribution metric’s last updated date and time.

    Note: Response metrics are calculated in real time. The Distribution metrics i.e. Sent, Not Responded and Undelivered metrics are calculated once for every 3 hours.

5. 1.0 enhancement.gif

  1. Ability to Reset Survey Flattening in Survey 2.0 Analyze page: Survey response data is spread across several objects. Survey Flattening places this information into a single Gainsight 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, refer to Survey Flattening Overview. Post 6.2 April Release upgrade, you can reset the survey flattening data on the Survey 2.0 Analyze page. Once you click Reset Flattening, the survey flattened data will be re-populated for that specific survey. This is an async operation and user will be notified about its completion via mail.

6. survey Reset.gif

Once the data is reloaded, you will receive an email notification.

7. Email.png

  1. Migrate Active Surveys from 1.0 to 2.0: Previously, admins were only able to migrate Draft and Closed surveys from the Surveys 1.0 feature to the Surveys 2.0 feature. With this enhancement, admins can migrate Active surveys and their data with one click. For step-by-step instructions on migrating surveys, refer to Migrating Surveys 1.0 to 2.0.

8. Active.png

(Note: The following new enhancement was added in the 6.2.2 patch release on April 23, 2019.)

  1. Migrate external NPS responses from Survey 1.0 to NPS 2.0: With this enhancement, admins can now migrate imported external NPS responses from Survey 1.0 to NPS 2.0.

    To use this enhancement:
     
    • Navigate to Administration > Surveys > NPS Survey Master.
    • Click MIGRATE EXTERNAL NPS. The External NPS Migration to Survey 2.0 window appears.
    • Select the Survey that you want to migrate.

      Notes:
      • You can select a single survey, multiple surveys or you can select all the surveys.
      • The survey which is already migrated, can be identified with Migrated status.

Migrate status [2].png

  1. Click MIGRATE.

Migrate.gif

After the migration is complete, the logged in user will receive an email confirmation and can see the migrated NPS responses in the NPS 2.0 tab.

Migrate mail.png

 

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