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Gainsight Inc.

Engagement Analytics

This article explains the three types of analytics reports available for Engagements, in Enablement Engine.


The Analytics section in Enablement Engine supports three types of reports; in-app engagement, Email, and Survey reports. The In app Performance report provides statistics for the Dialog, Slider, and Guide engagements. As the name suggests, Email Performance report provides data for Email engagements, and Survey Performance report for the Survey engagements. The Engagement Analytics show data only for those engagements which are either in the Active, Paused, or Completed stages.


In App Performance Reports

The In App Performance Reports shows all the analytics data for Dialog, Slider, and Guide engagements. The report lists out all the in-app engagements and their views. You can click any engagement to view its numbers in graphical format and also the list of users who viewed the engagement.


In the above image, the Dialog engagement has a total of 173 views. When you click the engagement, you can see the views of the engagement on a weekly basis (you can change this to a different frequency), in graphical format. Below the graph, you can see the number of users who constitute the total number of views. Here three users constitute the total number of views (173). The first user viewed the engagement 137 times, second user viewed it 28 times, and the third  user viewed it 8 times. When you click Email field for a user, you are navigated to the detail view of that user.

When you view details for a Slider or a Guide engagement, you can also see the break up of users who viewed each of the slide/step.

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The above image represents data for a Guide engagement. This guide has a total of 8 steps. 37 users viewed the guide. Of those 37 users, 25 users (68%) moved to the next step. Of those 25 users who moved to the second step, 20 users (80%) moved to the third step. All of those 20 users (100%) moved to the fourth step, and so on. You can easily analyze where your users are getting dropped out and take appropriate actions. 

You can also view the following Columns in Analytics:

  • Lifetime Views: The total number of views for an engagement, when it was launched for the first time, till date.

  • Call to Action (CTA): This column displays the number of times a hyperlink was clicked in your engagement. If your engagement does not have any hyperlink, this column is set to zero.

  • Completed By: The number of users who completed the Engagement; for a Dialog, Completion means clicking Got it (or any custom name you set), for a Guide and Slider, Completion is said when the user completes the tour and clicks End button or icon on the last slide or tooltip.

  • Completion Rate: This is defined as the number of times the Engagement was competed, to the number of times it was viewed.

Completion Rate = (Number of completions / Number of Views) * 100

Email Performance Reports

The Email Performance report shows data for the Email Engagements. When you click the Email performance report, you can view the details for the first Email engagement.


In the above image, the Email was delivered to two users. When you click Show users under the Delivered column, you can view the two users to whom the mail was delivered. Similarly, when you click Show users under the Unique Opened column, you can view the number of distinct users who viewed your email. You can also view the following details in an Email engagement:

  • Delivered: The number of users to whom the email was delivered.

  • Unique Opened: The distinct number of recipients who opened the email.

  • Clicked: Number of clicks on hyperlinks included in your email. Includes multiple clicks by a single user.

  • Unsubscribed: Number of users who unsubscribed from receiving your emails in future.

  • CTOR: Click to Open rate. The number of times hyperlink was clicked to the number of times your email was opened (includes multiple clicks and multiple email views by the same user).

CTOR = (number of clicks / number of times email was opened) * 100

  • Total Bounced: Number of times your email was rejected by the recipient's email server.

All the above metrics (except for CTOR) also compare the existing value with previous value and display a percentile value. When there is no previous value for comparison, you can view NA.


Survey Performance

The Survey performance report displays results for all 5 types of Surveys supported in Gainsight. You can find all the details about NPS® survey analytics from the Analyze NPS® Results article. This article describes how to analyze the results of four other survey types.

Analyze Rating Survey Results

A Rating survey provides a set of five stars to the users. Based on their experience with the Gainsight page or feature, users can rate the survey. The more number of stars the user gives, the more satisfied the user is.

To view Rating Survey results, click any Rating survey from the list of surveys in the Survey performance section. In the below image you can see a Rating survey. Two users have viewed and responded to the survey by giving a rating. Click the Rating survey to view the results in detail.


In the following image, you can see the two respondents who have taken the survey and also the individual rating given by each user. First user has given a 5 star rating and the second user a 4 star. The first user has also given comments. You can select the Filter out empty comments check box to view only those responses which have a comment. The bar chart shows that both the responses were recorded on the same date and is divided in two colors to represent the two scores given by both the users. When you hover on the bar graph, you can view the legends for the two scores (pale green for 4 and live green for 5).


You can switch to Line Chart view, apply filters, and view results by company or overview.


Analyze CES Survey Results 

A CES survey is used to analyze the amount of effort a user has to put in to complete a task. CES survey displays the results on a Likert scale of 1-7. A score of either 1,2, or 3 implies that user is not at all happy with the amount of effort that was required to be put in. A score of 4 or 5 implies that things could have been better and a score of 6 or 7 implies that user could understand the UI with minimal effort.  

To view the results of a CES survey, click any CES survey from the Survey Performance section.


In the following image, two users have responded to the CES survey. The first user has given a score of 6 and the second user has given a score of 2. Both the responses were recorded on the same date. You can also view the average of the scores in the semi circle (4).


You can also switch from a bar chart to a line chart, apply filters, view results by accounts, or overview.


Analyze Boolean Survey Results

A Boolean Survey is a direct question asks users if they are satisfied or not with a product. It has only two responses; Yes or no. A Yes implies a Positive response and a No implies a negative response. 

In the following image, you can see a Boolean survey, which has two viewers and two respondents. Both the respondents have given a positive response. Click the survey to view the results in detail.


In the following image, you can see the two respondents who responded to the survey. Both the respondents have given a positive response and hence the rating is shown as 1. The second respondent has also given comments. Just like in the case of above surveys, you can change the view type, apply filters, and switch to line chart.


Analyze Multi Question Survey Results

A Multi question survey allows you to send out multiple questions as a survey on any Gainsight page. A Multi question survey can have two types of questions; Multi choice Question and an Open text question. Multi choice question allows you to ask a question and also provide a set of answers. Users can select one or multiple answers. An Open question does not provide any options. Users must enter their answers.

In the following image, two users have viewed and responded to the multi question survey. Click the multi question survey to view the results in detail.


In the following image, you can see the two questions that constitute the survey. First one is multi choice question survey. You can view the options selected by users for this type of question. The second one is an open question. You cannot see the answers provided by users to these questions. Click a question, to view the list of users who responded to it. The Line chart shows the number of questions which were responded to by the users. In this survey both the respondents have responded to both the questions.


When you scroll down you can view the responses for each of the questions. You cannot see any responses for Open text questions. At the end, you can see all the users who responded to this survey.


For a multi choice question, you can click a response to check out the list of users who provided that response.


You can apply filters in this survey as well. However, you cannot switch to a bar chart.

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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